Terrible customer service from iTroll

Anyone else have an issue?

I placed an order a few weeks ago after calling to confirm it would be available for a trip we had planned. Once placed the card was charged within 24 hours, as expected. It states you will have a tracking number within 5 days and a confirmation email sent. After 5 days and no confirmation email I called them. Told it would go out yesterday, still no email. I called them today, still nothing. Now it will go out Friday. I asked if it could be expedited…nope you’ll get it when you get it. Hung up on twice because I was getting frustrated. Ultimately cancelled the order which they again had no problem doing and up. I expected more after the reviews.

Never had an issue with ordering nor getting it repaired when calling.

I would get another and would wait as long as it takes to get one well over a trollmaster.

I had 3 trollmasters, they went bad as fast as they installed them. Finally had enough and had it ripped out for good, as did two friends of mine that had nothing but defective Trollmasters. We all switched to Itrol’s and not one of us has had an issue since switching. They are finishing setting up my new boat now, and while I really liked my Itrol, I decided to try a new unit called Trollsmarter strictly because it has a remote speed button, and because they have great reviews.
Also I liked the fact that the guy that designed it is a IT professional.

Sent my I-Troll in for repair (my screw up), back in a week @ a reasonable price.

Musky Ed wrote:

I had 3 trollmasters, they went bad as fast as they installed them. Finally had enough and had it ripped out for good, as did two friends of mine that had nothing but defective Trollmasters. We all switched to Itrol’s and not one of us has had an issue since switching. They are finishing setting up my new boat now, and while I really liked my Itrol, I decided to try a new unit called Trollsmarter strictly because it has a remote speed button, and because they have great reviews.
Also I liked the fact that the guy that designed it is a IT professional.

Thanks for this, Musky! I had never heard of these before and did some digging, you’re right, they do have great reviews. Got ahold of him this morning and will be placing an order. Super nice guy.

I’ve had a TrollMaster on my 9.9 Pro Kicker for maybe 10 years now and it’s been bulletproof even after many hours of trolling every year..

Have had the Troll Master for 7 years with no problems.

I would also recommend a troll smarter. I think its the best option when compared to itroll or troll master. I love mine.

Hello there Browndog, as a representative of the company mentioned in this thread, I would like to shed some light on the situation. We deeply apologize for any inconvenience caused by the delay in shipping the product. We understand that you were looking forward to using it for your planned trip and we are sorry that we could not fulfill your request.

We would like reiterate that the delay in shipping was due to an unexpected medical emergency that affected our outgoing shipment operations. Our employee who handles outgoing shipments had to be hospitalized, and we had to shut down our business operations to ensure that our employee received the necessary medical attention.

We take customer feedback seriously and strive to provide the best possible service to our customers. We appreciate your understanding and hope that you will give us another chance to serve you in the future. If you have any further concerns, please do not hesitate to contact us. Thank you.

Sorry to hear about your trouble with there XS. Never had issue with them before. There customer service has been great.

Derek Wolf wrote:

Hello there Browndog, as a representative of the company mentioned in this thread, I would like to shed some light on the situation. We deeply apologize for any inconvenience caused by the delay in shipping the product. We understand that you were looking forward to using it for your planned trip and we are sorry that we could not fulfill your request.

We would like reiterate that the delay in shipping was due to an unexpected medical emergency that affected our outgoing shipment operations. Our employee who handles outgoing shipments had to be hospitalized, and we had to shut down our business operations to ensure that our employee received the necessary medical attention.

We take customer feedback seriously and strive to provide the best possible service to our customers. We appreciate your understanding and hope that you will give us another chance to serve you in the future. If you have any further concerns, please do not hesitate to contact us. Thank you.

It was far more than the delay in shipment, it was the total lack of communication unless initiated by me. I never got a confirmation email yet the card was charged. I was told on two seperate occasions that it would be going out that day or the next by two separate people to ensure I had it in time for what I needed, otherwise the order would have never been placed.

I get medical emergencies happen, I really do, but for the reputation Itroll has I really expected more. When I asked if it could be expedited you didn’t even entertain it. Sure, it would have went out a day later, but that would have already missed the boat. In that instance a compromise of a cost share on a $20 expidited shipping charge would have been more than fair. The three people I spoke to that day, including you, were very dismissive. The customer shouldn’t have to prairie dog you for information when it was promised to be had by a certain date.

Your older Trolmasters were bullet proof if they were the dial ones, I also had a dial one for 2 years with zero problems. The ones with problems were the wireless ones. Out of three of us with the wireless ones, we all had major issues with them, so much so that they replaced mine 3 times, and my other friends had theirs replaced a couple times. We all had ours ripped out and replaced with itrols, and none of us have had a single problem with the itrols since their instalation. I sure hope my new trolsmarter works as reliable as our itrols did as it is installed, and boat is home.
I’m not sure my dealer will even install a wireless Trolmaster any more due to all the problems their customers have had.