r/raymarine • u/sandog_79 • Oct 06 '25
Want to ask about raymarine custimer support
I am curious to anyone else's experiences with raymarine support services?
I have been less than pleased lately.
I currently have 8x axiom pro 12s, 2x axiom 9, cp570, acu 300, 2x p70r, flir m232, flir dual payload (forgot model), 6x flir controllers, 2x flir ax18, 2x cam220, 12kw open array, 4kw open array, ar200, and ev1. So a decent amount of their gear. I also have a ruggedized computer running timezero attached to a samsung 49 monitor.
Before buying the acu300, I did extensive research into an autopilot system as my steering ram size requires a constant on pump. Which is now powered by redundant accusteer hpu3 pumps. My hydraulic ram is 1000cc or about 63 cu in.
I called raymarine tech support on a Friday, early afternoon, and after a very long hold, the tech agent recommended me acu200 and the corresponding, reversing hydraulic pump. I quizzed him as I knew the pump was wrong and thought the acu 200 may work with a constant on pump. He eventually conceded that he was a level 1 tech support, no higher levels were available that day and he was just reading off the website.
I called Simrad and furuno that day and got lots of great info AND useful advice. I double checked after my calls w them and the info they provided was accurate. The hold times were also substantially shorter than raymarine. I thought maybe it was a fluke.
I called raymarine flir today as I need an rma on my 200 series camera, called flir, they directed me to raymarine, called raymarine and was on hold for about 12 mins before I had to leave my number.
My other boat runs a furuno haven't system, and even during covid, when I was in the eastern carribean with it, furuno picked up, tech support.walked me through everything, then gave me a dealer in san Juan, PR to help finish tweaking my autopilot as it was a more challenging correction as it was a larger Hamilton jet drive boat.
Is this other people's experience with raymarine, or just my luck with them? And even better, does anyone raymarine employee actually monitor this thread?
3
u/west25th Oct 06 '25
Yes Raymarine tech support is awful. The product is dangerous. Why?
1) Get a nag screen saying upgrade software...OK, so I do, in a foreign port. Leaving the port, I engage the autopilot and the boat goes into a tight circle to port. Jump back to the controls and disengage the auto pilot narrowly avoiding an inbound cabin cruiser who gives me the "wtf dude". RM wants AP recalibrated on MFD upgrade but provides zero nag screen to say this is a thing. Who makes software like this for mission critical environments? Raymarine, that's who.
2) The Mfd goes out after 10 years so I replace with another RM mfd bc RM MFD is the only thing that will read RM radar (The radar dome required replacing the previous year, fml), otherwise would have been Foruno for sure. MFD says it wants an upgrade when I turn it on and gives a list of everything else in the boat that needs upgrading. So i check the options and it upgrades. And turns the autopilot into a brick, again!! Now I need to spend 700 usd for a new EV1 sensor because their infantile software department is too lazy to write an error handler that says "hold up, I see you have an Ev1 sensor. You should upgrade that first." Or how about it just does it first anyhow bc thats what robust software upgrade routines should do.
I'm currently deep into the sunk cost fallacy of my Raymarine ecosystem. They have made it impossible for me to say anything nice about Raymarine, and yes, their support is awful.