Two Thumbs Up For Mercury Vessel View customer support

[tiffytilly]

2022 250HP ProXs S/N 3B093541
I've had Vessel View Mobile installed for about 4 months. It's worked fine with my Samsung phone.
I got a new Motorola phone and it would not connect to the vvm module. tried a friends LG phone and it also
wouldn't connect. I sent customer support an email. To make this story short we've been working on the issue for 3 days.
We did everything they could think of and they stayed with the issue. They didn't just give up and say it's your phone good luck.
This morning they decided to send me a new module to try even though none of us believed it was the module.
So I started playing around with every option on the phone whether it had anything to do with Bluetooth or not.
It makes no sense to me or them but I turned on location and "boom" it worked. Turn off location and no good.
Location back on and works perfect. I tried the LG phone and after turning location on it also worked.
Problem solved. Hopefully this will help somebody else.
But the moral of the story is customer support really did an excellent job with ideas and communication.
It wasn't just email, they called me on the phone. A real live person. They were not giving up.
Now that's GREAT customer service.

[Lightning 6]

Same story w/ me a couple years ago. Mercury was great….new module works great!

[EuropeanAM]

I've added this to the FAQ Section.

[tiffytilly]

2022 250HP ProXs S/N 3B093541
I've had Vessel View Mobile installed for about 4 months. It's worked fine with my Samsung phone.
I got a new Motorola phone and it would not connect to the vvm module. tried a friends LG phone and it also
wouldn't connect. I sent customer support an email. To make this story short we've been working on the issue for 3 days.
We did everything they could think of and they stayed with the issue. They didn't just give up and say it's your phone good luck.
This morning they decided to send me a new module to try even though none of us believed it was the module.
So I started playing around with every option on the phone whether it had anything to do with Bluetooth or not.
It makes no sense to me or them but I turned on location and "boom" it worked. Turn off location and no good.
Location back on and works perfect. I tried the LG phone and after turning location on it also worked.
Problem solved. Hopefully this will help somebody else.
But the moral of the story is customer support really did an excellent job with ideas and communication.
It wasn't just email, they called me on the phone. A real live person. They were not giving up.
Now that's GREAT customer service.

I got a gift package from Mercury customer support today for working with them on the VVM problem. Pretty Cool of them.
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[Mc Gregor]

THANK YOU! Mine worked for a couple months and then just quit. I have been messing with it for months with no success. Turned on location and fired right up!

[Walleyefd]

So what number did you call to get that service?

[tiffytilly]

So what number did you call to get that service?

Start at this email address. (outboard.customer.assistance@mercmarine.com)
Someone will contact you back. You can then go from there.

[Jboutfishn]

I called Mercury Marine at 920 929-5040 and the tech solved the problem with my Vessel View Mobile. The tech was excellent.

[bman5150]

When you say you turned on Location Services, do you mean within the Vesselview app itself? I have it currently set to “one when using app” but had all sorts of connectivity issues yesterday on my first outing with my Ranger that has the VV installed on the motor. I’ve got an iPhone 13.

does the app’s location setting need to be “always on” instead of “only when using”?

[EuropeanAM]

Try it and see how it does.

May also be related to where your VVM is mounted. There's a post in the FAQ section with suggested routing/mounting.

[tiffytilly]

When you say you turned on Location Services, do you mean within the Vesselview app itself? I have it currently set to “one when using app” but had all sorts of connectivity issues yesterday on my first outing with my Ranger that has the VV installed on the motor. I’ve got an iPhone 13.

does the app’s location setting need to be “always on” instead of “only when using”?

Just turn on "location" in the phone before you start the application. The app will see that and load correctly. If you're having connection issues it's probably the placement of the VVM module on the engine.
When you're finished for the day you can turn "location" off on the phone if you don't use it for anything else.

[bman5150]

Thx. Will try this on Thursday.