Author Topic: Defective 1198c SI screen (Read 13140 times)

Wayne P. · « **on:** January 13, 2011, 02:36:13 PM »

When I received my new 1198 last week, I connected it to a power source in my den and noticed that one of the screen pixels remain red in color all the time.
I contacted Humminbird via their web site about the defect and sent a picture of the screen showing the faulty pixel.
Today I received a reply as follows:

"Thank you for contacting Humminbird. We appreciate your interest in our products.

Per the service manager that has reviewed the image you have sent to us this would be an acceptable display per our guidelines of quality control."

If you paid that amount of money for a product, would you be pleased with less than perfect? I sure as hell am not !!!!!!!!

sonar2000 · « **Reply #1 on:** January 13, 2011, 03:13:11 PM »

Wayne....post us that picture also.....
Chuck

Wayne P. · « **Reply #2 on:** January 13, 2011, 05:00:06 PM »

This is the picture of the defective pixel. I use an out-of-focus setting so the pixel would show up better with a camera image. I put a yellow box around the pixel.
I had a 798 screen repaired last year with the same type of single pixel defect. That repair was due to a replaced screen that I broke and the repair had the defect.

sonar2000 · « **Reply #3 on:** January 13, 2011, 06:27:33 PM »

Yep, looks like a new screen is in order. I agree that the pixel should not be within quality specs...
Chuck

Jolly Roger · « **Reply #4 on:** January 13, 2011, 06:45:42 PM »

Quote from: Wayne P. on January 13, 2011, 02:36:13 PM

If you paid that amount of money for a product, would you be pleased with less than perfect? I sure as hell am not !!!!!!!!

+1 Wayne, I think HB should replace the unit.

Good luck / Harry

Enufzed · « **Reply #5 on:** January 13, 2011, 07:43:14 PM »

Hi Wayne,
This problem is quite common in cheap LCD monitors but surely not acceptable in a quality and expensive HB screen. I believe HB has an obligation to replace your screen. 1 Because of their excellence in product and 2. For their reputation in the industry. 3.This screen is a faulty product. I will definitely not buy another HB product unless your screen is replaced. Please keep us advised.

Wayne P. · « **Reply #6 on:** January 13, 2011, 08:02:56 PM »

FYI, I did respond with displeasure and noted I would be posting that message on the appropriate Humminbird user web sites and to inform the company CEO that I was going to do so.
I frequent several sites like this and will "spread the message" farther.

Bob B · « **Reply #7 on:** January 13, 2011, 08:42:06 PM »

Wayne,
It sounds like someone at Humminbird doesn't understand that their advantage in the marketplace right now is almost entirely based on their customer service reputation compared to the competition.

People like Greg are out here working hard to maintain that reputation, but product loyalty can be very fragile when there are high expectations.

I totally agree that a screen with a defective display should not be considered acceptable in any of their products, let alone their top of the line unit.

Maybe Greg should forward some of the responses to your post to the person who made this decsion.....better yet to the marketing manager. It will be sales that suffer if they loose their customer service reputation, not service.

RGecy · « **Reply #8 on:** January 13, 2011, 08:43:53 PM »

Wayne,

Not sure what all approaches you have taken, but I would recommend some diplomacy with some well worded emails to the right people. Whats the old saying, something about attracting more flies with Honey than Vinegar? CEO's usually dont get involved in matters like this, but will refer it down the line. I would touch on the subject of Humminbirds positive reputation for customer service, etc, etc, and how this has not been handled as you would expect for a unit that cost more than $2500, you may find it will attract more attention to the issue.

Also, dont forget, use your alies here on the forum. Email Greg and see what his thoughts are. He may be able to pull some strings from the inside.

It is understandable if a pixel dropped out after a year or so, but I would not consider it acceptable with a new system, period.

Where did you purchase the system? I would assume they have some type of return policy to take advantage of.

Good Luck,

Robert

Bob B · « **Reply #9 on:** January 13, 2011, 08:56:00 PM »

I agree with Robert to some extent about diplomacy sometimes being a better approach, but the mere fact that they have previously replaced a screen on a 798 with the same problem seems to indicate a degradation in customer service.

There are a lot of Humminbird users bragging about the good customer service and actively trying to coax people over from the competition......Wayne is one of them.

When people have invested their own credablity to help support a product the backlash will be much greater.

Wayne P. · « **Reply #10 on:** January 13, 2011, 09:18:09 PM »

Thanks for the advice RGecy. I have posted all that has occurred so far.

The deal with me is that unit is the most important unit they have ever sold, why? because it is mine. The company should handle that unit the same as if it were used by the CEO. Good enough is not good enough.
The dealer knows about the defective pixel, that was my first contact about it. I respect his business enough to keep them out of the issue.

ITGEEK · « **Reply #11 on:** January 14, 2011, 11:22:47 AM »

Wayne,
I can understand your frustration with the new unit.
I had to send a new 1197c SI back with a blinking screen.

I totally agree with Robert.
Without bad mouthing or irritating someone at HB, just go through the proper channels (peacefully), and try and talk to supervisors/upper management.
Any descent person on their end will understand that you have a defective screen and want it fixed/repaired. It's the right thing to do, and everyone knows that.

In today's economy, these units are a small fortune, and the 1198c SI represents the state of the art in modern fishing sonar, and it's HB's flagship model to boot.

Once they agree that you should send the unit in (and they will), remember to have them send you a pre-paid mailing label so it won't cost you anything to send the unit back.

Best of luck to you.

FuzzyGrub · « **Reply #12 on:** January 14, 2011, 11:40:14 AM »

While common for LCD TV mfg to not accept a return for a single bad pixel, surprised that HB would have a similiar policy. A single pixel is much more visable at the viewing distances and screen sizes used for FF. I would be extremely upset as well, in your shoes. I hope it gets resolved to your liking.

stillbear · « **Reply #13 on:** January 14, 2011, 05:18:45 PM »

Wayne sorry to hear about your new 1198 I got mine about the same day you got yours
I have not plugged mine in yet been to busy.But i will tommorow it better not have any pixels
showing anywhere i can see them or it is going back to HB thats for sure.

Gary

Wayne P. · « **Reply #14 on:** January 14, 2011, 05:56:56 PM »

stillbear, it takes about 45 seconds for the unit to start up. On the second screen when it says "loading" check the screen. After it finishes loading don't hit menu to get to the Similator, just let it go past that and then select Exit. Go to the Down Imaging page to get a black background again without the Humminbird logo taking up screen space that you could not check before.

Good luck, I hope yours is perfect as it should be.

Wayne P. · « **Reply #15 on:** January 14, 2011, 06:10:04 PM »

I checked that pixel with a magnifying glass and the pixel is actually two vertical red lines with space between them like this ( l l ). The two lines are within the space of a single pixel.

ITGEEK · « **Reply #16 on:** January 18, 2011, 01:35:08 PM »

You know Wayne.
You might have gotten a unit that wasn't supposed to be shipped.
It could be a very special experimental model that was meant to go to the president of HB or to NASA or something. It could have out of this world features like species identification with height, length, and weight.
It could even x-ray the bellies of fish and show what they've been eating.
Those symbols you see could be a special code, and HB may have really messed up when they let it get out of their shop.
It could even have a button on it that will send an electronic pulse and disable any Lowrance sonar within a 3 mile radius.

I wouldn't be too hasty in sending it back.
Just kidding.

What's the latest news from HB?

Wayne P. · « **Reply #17 on:** January 18, 2011, 01:41:54 PM »

Those two red lines are ET's heart light, LOL

The dealer is going to get involved and had to wait until today to talk to his "people" at Humminbird. I'll post whatever becomes of that when I receive any communication.

dawg1419 · « **Reply #18 on:** January 18, 2011, 05:13:36 PM »

Good luck. I really don't see HB not taking care of your unit.It would surprise the heck out of me.Wheres Greg when you need him.

Wayne P. · « **Reply #19 on:** January 20, 2011, 03:42:28 PM »

Lastest update, Humminbird replaced the unit.

Thank you Humminbird

dawg1419 · « **Reply #20 on:** January 20, 2011, 05:25:43 PM »

GREAT news Wayne. Glad they took care of ya

Bob B · « **Reply #21 on:** January 20, 2011, 07:36:59 PM »

ITGEEK · « **Reply #22 on:** January 21, 2011, 09:05:00 AM »

Great News.
I knew Humminbird would eventually do the right thing.

newkid4si · « **Reply #23 on:** January 21, 2011, 10:21:45 PM »

I would guess the reason most of us have HB products is not only the quality and features,
but also that the company stands behind the units.

Glad everything worked out.

Enufzed · « **Reply #24 on:** January 22, 2011, 02:08:00 AM »

Happy Days Wayne .

Pleased to see it all came together for you and I see it as encouraging for all other owners regarding the HB company ..

Geoff

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Author Topic: Defective 1198c SI screen (Read 13140 times)

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