Marcum Customer Service – Your grade is F

I picked up a new LX5 11 days ago. Right out of the box, it had issues. The zoom doesn’t work in the 80 or 160 foot range. If you turn the zoom on, the unit basically goes brain dead and doesn’t show any returns. It seems to work ok on the 20 and 40 foot range, but the marks bounce around, moving around 3 to 5 feet of depth, which shouldn’t happen if you are sitting on the ice. I could understand it if there were 5 foot rollers and I was in a boat, but not on the ice.

So, I’ve sent three e-mails, and called three times, and have received ZERO responses from them. When you spend 450 bucks on something that is bad out of the box, a company should at least care enough about their quality to return messages.

An experience like this will make it very difficult for me to ever recommend Marcum to people I know in the future.

I agree… I understand when you produce thousands of a product not every one is going to be perfect, but atleast make it right with the customer because it is not our fault it doesnt work right.

Did you try going to or contacting the store you purchased it from?

i have dealt with john when i’ve had some unfortunate issues and he has always been great to deal with. I’ve always called right away in the morning..

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Did you try going to or contacting the store you purchased it from?

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I ordered it on-line. I figured it would be just as easy to send it directly to Marcum rather than back to the retailer. Guess not.

My past experience with there customer service was great. I couldn’t believe the quick turnaround. I hope your case was an oversight.

My LX-5’s timing is off and was out of the box. I contacted Marcum customer service and 2 weeks later got a call back. The service rep told me what the problem was and said I would have to send it in in the off season. This is annoying because I now have to pack it up and pay for shipping and insurance to get something fixed that should have been right out of the box. Maybe they need to hire a few more techs for next year so the policy of returning contact within 48 hours can be met.

They did finally get back to me this morning, so their grade moves up to a D. They will get their final grade when I see how long it takes them to get it back to me, and if they fix the issue.

I do not think they should be making customers pay shipping and insurance on a brand new unit that was bad from the factory.

Remember if you purchased with a credit card you also have the ability to dispute the charges through your credit card company if it is not resolved to your liking. This usually gets quick results as the company your purchased from would surely put pressure on Marcum or make it right themselves otherwise they will not get paid.

I have always had great service from Marcum, I called them just a few weeks ago with an issue the guy diagnosed it over the phone and got me squared away in one 10 minute phone call.

Gotta just be an oversight or maybe something to to with the switch to Versa Electronics from the place up in Anoka.

I hope they get you squared away.

I have to agree marcum is terrible.My fishing buddy bought an underwater camera in oct o6 used 2 winters. This year its not working called Marcum to get it repaired they told him they cant repair it because Marcum was bought by another company.They have no repair parts for this camera but Marcum was willing to give him 200$ towards a new camera which has less features and cost 700$ Any advice on how he can get this camera repaired would be apreciated By the way this camera cost him 495$