Topic: Bad unit or bad settings?

[Donnie G]

DWilks, if they(HB) would just admit they have a problem.

[DWilks]

I agree 100%, Donnie G!  My unit has about 18 hours on the water, but the total time is 49 hours with the difference in house with me trying to prove where the problems are and I also agree that it's the software!  I did try the ver5.840 software and my unit would lock up and had to remove power each time to recover.  It wouldn't let me take screen shots or do much else....just locked up.  Probably because that version came out before my unit was made.  And the HB support person told me to switch to 'salt water' mode when I'm fishing in no more than 40 feet of Fresh water to fix the problem!

[Donnie G]

DWilks, this is my correspondence with HB::::

From HB::If you have questions or concerns about your service order, please reply to this email or call us at (800) 633-1468 and have your service order number available. Our business hours are Central Time 8:00 am to 4:30 pm on Monday, Tuesday, Thursday, Friday and 8:30 am to 4:30 pm on Wednesday.

My reply:I would like to give a Tech some additional info about my problem.:I gave them my name & phone number

From HB::Thank you for contacting Humminbird. We appreciate your support of our products.  Please note you may call to Humminbird CRC at 1-800-633-1468 or you may email your information in reply regarding the additional information about the system.  If we can assist you further on this subject or any other Humminbird related questions please feel free email us again or contact our Customer Resource Center at 1-800-633-1468 to speak with a Customer Service Representative. Our hours are Monday thru Friday 8:00 a.m. to 4:30 p.m. and Wednesday 8:30 a.m. to 4:30 p.m.

My reply::Jennifer, if the tech that is working on my unit is too busy to call me then he or she is too busy to hear what I have to say.

[DWilks]

One last post to show the pixelation and stretching of the display of software version 6.610 and how version 6.250 shows and I even ran the chart speed to 10 for 6.250:

[ITGEEK]

Donnie G., take my advise:
It is not going to help you in the slightest bit to get mad at, or smart with Humminbird
Customer Service folk.  It's Spring time for alot of anglers, so most likely
this is the busiest time of year for Humminbird unit repair.
Depending on who is working on your unit, and how much you piss them off,
they could put your unit at the very back of the line and keep it there
indefinitely.  This is just human nature for some people, and depending on how
nasty someone gets with them, it may be just the medicine the customer needs.
If I were you, I would be as pleasant as possible, and send them any
information you have, and then try and also relay this information by
telephone.

My reply::Jennifer, if the tech that is working on my unit is too busy to call me then he or she is too busy to hear what I have to say.

This initially sounds very clever.
But, has it gotten a fixed unit back to you, addressing every concern
you have?

[Donnie G]

ITGEEK, If this is the way they do business then I can accept it. If they, management, allow their Techs to do as you say then have a piss poor management team that needs to do a little more monitoring. I have contributed to HB with the purchase of 11 units. I have been pleased with all except this one. My issue & concern is that they will not admit that they have a problem. If HB would, I think most all of the folks having problems would accept the fact that they are working on the problem.

I have not seen on this site or 2 other sites where they admit that they have a problem. Is this too much to ask? We are in the dark as to whether they are working to correct it or not.

[ITGEEK]

Would Lowrance or Furuno admit that they have a problem?  NO.

If Humminbird knows of a software problem, they will no doubt, fix it.
And include documentation with the next update on what was fixed.

If they admit or don't admit to a problem, it is not going
to change the way to deal with customer service.
Get nasty with them, and they will get nasty with you.
Be nice to them, and they will be nice to you.
It's human nature.

[Donnie G]

Thanks for the advise. I will consider it. I'm just not use to dealing with a company that makes issues "non visible" like in the Views Tab.

Have a good day.

[ITGEEK]

Donnie G:
Some people take problems with their units as something personal.
It is not personal.
Humminbird and it's employees do not conspire to sell faulty
products and take people's money.

You have an electronic device that isn't working correctly.
It could be hardware, software, wiring, or some type of defective
manufacturing.  It could be one of twenty different things.

Humminbird is not out to get you or to cover up anything.
It's probably a company policy (for most companies), to not admit
to any problems at all with their products.

The good news is that your unit is being worked on by the people that built it.
The experts.
The people at Humminbird's Customer Service are paid to repair or replace
faulty units and to try to keep their customers happy.
You should help them in any way you can.  Write up a detailed list of things
that you have found wrong with your unit, and send it to them.
Call them later and see if the tech that is working on your unit has your list.
That way, they can test for every concern on your list.
Help them to help you, and try and keep a positive outlook on things.
When you get your unit back, you should be a happy camper.
Good luck to you.

[Donnie G]

I appreciate your concern.

Have a good weekend.

[Donnie G]

I received an email from HB that my 798 had been shipped. The problem was diagnosed by the Tech as a"Software" problem and the Tech did a "Factory Reset"(NVR). I have no idea what NVR stands for but I don't have much hope that the pixilated images have been fixed. We shall see.

[rnvinc]

DWilks...I think we're fairly certain this is a software issue...(and not an issue with your unit)..

I'm sure you could start a correspondence with HB now that you have several screenshots to give them for diagnosing...this would be entirely your decision...

Now....will it speed things up on getting a future update to fix the issue ..??....I don't know...

What we can surely count on...is that HB will release new versions in the future...some will be good..some maybe not so good...(right or wrong notwithstanding...such is life in this marketplace...)

My OCD is best served by using the most stable version that still encorporates the features I need...so far ..for my 1197 that is version 6.310...

Then at the times that I absolutely need my AS GPS HS (for a certain method I may be using at that time)...I load the higher version to function the AS GPS HS...

Will HB ever release "perfect versions" for all situations and all units with all boat setups...I doubt it...

We make do...then experiment with new versions and hope they work...if they don't..oh well...I still have 6.310 that makes pretty images...

Rickie

[Donnie G]

DWilks...I think we're fairly certain this is a software issue...(and not an issue with your unit)..

I'm sure you could start a correspondence with HB now that you have several screenshots to give them for diagnosing...this would be entirely your decision...

Now....will it speed things up on getting a future update to fix the issue ..??....I don't know...

What we can surely count on...is that HB will release new versions in the future...some will be good..some maybe not so good...(right or wrong notwithstanding...such is life in this marketplace...)

My OCD is best served by using the most stable version that still encorporates the features I need...so far ..for my 1197 that is version 6.310...

Then at the times that I absolutely need my AS GPS HS (for a certain method I may be using at that time)...I load the higher version to function the AS GPS HS...

Will HB ever release "perfect versions" for all situations and all units with all boat setups...I doubt it...

We make do...then experiment with new versions and hope they work...if they don't..oh well...I still have 6.310 that makes pretty images...

Rickie

Rickie, I received my 50s Garmin and will use the NMEA out from it to work my GPS Speedometer. I guess I can do without the GRP which also requires the 6.610 and newer updates.. I hope I can then go back to 5.840 but I have heard that this may cause problems after using 6.610 or 6.640. I am sure HB will update my 798 to the latest software. I should have my unit back Wednesday.

Thanks for the help you have given me in the past.

[rnvinc]

Rickie, I received my 50s Garmin and will use the NMEA out from it to work my GPS Speedometer. I guess I can do without the GRP which also requires the 6.610 and newer updates.. I hope I can then go back to 5.840 but I have heard that this may cause problems after using 6.610 or 6.640. I am sure HB will update my 798 to the latest software. I should have my unit back Wednesday.

Thanks for the help you have given me in the past.

Don...just hang on to your AS GPS HS....(you might even mount it next to your other puck like I did..)

HB will eventually come out with another "stable" version that will incorporate the AS GPS HS...

Rickie

[DWilks]

rnvinc..>>Rickie, and Donnie G,  thanks to both of you for your help and comments.  As my screen shots show, v6.250 does not stretch the pixels like v6.610 does during playback or during increased chart speed.  So, for the time being, I will stick with v6.250 and hope that HB releases another version correcting this problem some time soon.  As a suggestion to HB: under chart speed, have as a choice to automatically match chart speed to boat speed under 6 mph(or whatever mph top speed they think applies).
Tight lines and catch'em when you can.....beats working!   

[rnvinc]

Well..we accomplished exactly what I had hoped...

1. To determine that the image issue is software related and not a problem with the unit...

2. And determine which version of the available versions would "play well" with your unit...

It would be nice if all versions worked...but it just ain't gonna happen...

Rickie

[serottadavid]

I have the same problems.  Very pixelated, shows up better on Humviewer, and my downscan is basically worthless as it has less detail than 2D.  Here is a photo of a 598 and my 798 side-by-side.  What do I need to do to get an earlier version of the software?  Or just send it in and ask for better performance? 

[rnvinc]

Software versions are available in the software downloads section...

It is recommended to not revert back to an earlier version than what came on the unit...

http://forums.sideimagingsoft.com/index.php?action=downloads

If you do not see the version you need...you can send Greg a direct email asking for the version you require...

Rickie