Marcum / Versa Electronics Customer Service is so poor….

I’m not one for complaining but is anyone else getting the same kind of treatment? Or am I just being unreasonable? In any case, here’s my venting….

Got a Rapala VIP account this year and liked the discount on the LX7 so I bought one. After a month, I realized I had issues with the charger light not turning green unless I unplugged the charger a couple times. I read here that I just had to email them and they’d send a new one out. They asked for my address and I never got one. This was back in Feb. I stuck it out and just checked the battery with a multimeter before going out on fishing trips.
Fast forward to this week where I am charging it up. Same issue. I remembered that I was supposed to get a new charger so I replied to the email and now I’m told to ship it in or drop it off.
I work during their open hours of 8-4 M-F so I can’t bring it in. Shipping will cost a few bucks and time to ship. Why shouldn’t a known issue be fixed for an item under warranty without any hassle??

Also bought the new pancam system which comes with a 2 page pamphlet for instructions. No big deal, easy enough to use…except the required app only works on a few devices. I couldn’t get to the Wifi settings page through the app but I know enough about computers and networking to know that I should be able to access the router/access point through a browser. It’s password protected and they won’t give me the password to equipment that I own! It’s not like I’m looking to hack the machine and reverse engineer it. Just want to change the password so shanty towns don’t login to my video feed. Maybe it’s not too big of a deal. It bothers me to get poor customer service anywhere.

On a side note, the camera works very well underwater. It automatically adjusts levels for a good picture in light or dark situations. And the LX7 is also awesome with it’s many display options.

I just called them today, Dec. 8th, about my charger not working for a brand new out of the box VS825 camera. Checked the battery last night, it showed 40% charge. Left the charger on about 10 hours overnight and it showed 50% charged this AM. Green light stayed on almost continuously. Every 20 seconds or so it would blink RED. “Mike” said I would have the new charger by Wed/Thurs. We’ll see? I thought there was a “Marcum” only forum, bit I don’t happen to see it now.

I would suggest calling them, I would think they would ship you one no charge.

What type of device are you using to view the video feed on, an iDevice? As far as I know the only way to get to wifi settings is through setting and not from any app. The app should run on any iDevice or Android device.

I would think you could change the access password in the app? Why use a browser to access it? I cannot see all Pan Cams having the same password.

I have no experience with them but I would assume you would have to send in any equipment that is to be replaced under warranty. Otherwise they would basicly be giving out free stuff.

As stated above maybe try giving them a quick call. I always prefer dealing with any issues over the phone versus email anyway.

I know it doesn’t work for you but the open door customer service policy at Versa is awesome if you’re anywhere in the NW metro. A couple years ago I broke the transducer arm on my LX-7 transducer arm and happened to be driving by on my way for a quick afternoon trip to Tonka and so decided to just stop in over my lunch break to see if I could get a new one. Not only did I get a new arm for my ducer but they also asked if I had the newest SW and offered to update to the newest software. It only took 10 minutes and saved me the work of doing it for myself.

I agree with Will on this one. They offer great customer service, and stand by their products.
Two years ago I brought my LX-5 in for a new motor. The flasher would continually bounce a couple feet from the bottom depth and not lock on.
I figured that I would have to leave it and come back maybe in a couple weeks. I was told it would be ready in about an hour and a half when I dropped it off. So i went to lunch and it was ready it was when I got back.
The gentleman that took care of me said he was sorry that i took so long to fix. He explained normally it would take less time, but the person fixing the unit was on lunch when I dropped off my unit.
I have other friends that are very happy with their service also.

Not saying it happened, but maybe the courier screwed up and they DID send out a charger last february… and then this fall when you asked for another…??? Just sayin’…. I had a bad battery that wouldn’t take a charge right out of the box and emailed them. I had a new battery in 2 days at my doorstep. After about a week, I threw the suspect battery on the charger and Walla.. it charged? I emailed them back about the battery now working and they said “great ! now you have a spare” !!! I loved how they took care of me !

Funny thing was that it was Mike that emailed me the first time in February, and replied to me the second time last week. I forwarded him the email thread regarding the charger. Whether the courier screwed up or not, you shouldn’t expect the customer to have to go out of their way to right something.
Maybe I’ll give them a call but I’m afraid I’ll end up talking to Mike and get the same result. “bring it in”

– big_g, that is a possibility but not in this case. If I were trying to get an extra charger out of this, I probably wouldn’t go through the hassle of venting on a forum. Still, would you risk alienating a customer for a 5 dollar hit to your revenue?

-icenutz, I’m using android. Moto X and Galaxy S5. Wifi settings are through the app. You have two options when you open the app, “Edit” and “Enter”. Edit takes you to wifi settings so you can change the wifi access point name and password. Enter takes you to view the cam. I click on edit and it does nothing on either phones. The app is nothing but an interface for a wifi camera feed. It uses a LuCI web interface which is basically a website/webserver for embedded software like on a router or in this case a wifi camera. Similar to setting up your router, you type in the IP address of your gateway(the pancam or router) and get to a settings page where you login and change wifi settings. I don’t have the password so I can’t get to the settings.
All the pancams have the same password 12345678. If I saw a Marcum_123456 wifi signal, I’d probably get curious and try to connect and view the camera feed if not for a few seconds.

Anyhow, I’ll give them a call and not mention that I’ve contacted them before.

You have two options when you open the app, “Edit” and “Enter”. Edit takes you to wifi settings so you can change the wifi access point name and password.

Looks like you know where to change the wifi name and password, so why would you need any other way to access it? I would still call them and explain to Mike or whoever you get, exactly what you have stated here, why should you have to ship a defective charger back? I’m guessing you will have one in the mail the next day if not sooner.

I had a problem with the recoil on my Strikemaster Solo, they sent me a new one the next day. I sent them my original and they sent it back to me to keep as a spare after they fixed it. I couldn’t ask for any more than that.

Knowing where to access what I need and having access is different. I can’t get to the edit screen through either of my phones.

On a good note, I replied to their last email asking why my case is different between now and February and got an “it’s on the way” reply so I’m happy with the charger issue.

Just gotta get a device that can use the app fully and change the password once.

For the record, I didn’t say you were trying to get an extra charger.. just that it may have been misdelivered/lost. In my story, I got a spare battery. Glad they are taking care of it. (fwiw, being in retail and warranty I have found, if you give someone a free pickle for lunch one day and the next time you do not…. your in a holy hell of trouble and suddenly worthless)

I can only say, I had great service through these guys. I just got my LX-5 back after it just did not seem right. I had rubbed hard on my transducer and had peeled some off. I brought it in knowing it would cost me the $80 or whatever. I just wanted it correct. Keep in mind this is like a 7 year old unit. The guys were great to work with and I was in and out in less than 5 minutes. My NEW unit arrived today, in 3 working days. That is FANTASTIC service in my mind. I will be buying Marcum again and again knowing this service exists. Sorry it was not as good for some.