Way to go Marcum

All too often, we hear of people venting their CS frustrations on the internet and bashing the company. It’s not very often you hear of good CS, even if the company is well known for it. People are quick to jump on a bad experience, yet let the good experiences go. I purchased a lightly used Recon 5+ about a month ago. After the second trip, I got the blue screen of death. Sent them an email and they told me to send it in. I knew it was out of warranty, plus I wasn’t the original purchaser of the unit so I was full well expecting to front the cost of repair. Set it in last Wednesday and I just got a replacement unit in the mail today, free of charge.

Marcum gets a gold star on the whiteboard today.

Nice feedback! You are 100% right, certainly hear more of the negative feedback, its refreshing to hear positive.

Good to hear. I don’t have a Marcum, but my new job has me staring at their facility most of the day…

Used, broke and free!

What more could a guy ask for?
There wasn’t a can of Hamm’s in the box was there?

…I read the title and thought maybe Marcum had agreed to refund anyone who ever bought an RT-9 for nearly $2,000 for that hunk of junk. Bummer.

buckybadger wrote:

…I read the title and thought maybe Marcum had agreed to refund anyone who ever bought an RT-9 for nearly $2,000 for that hunk of junk. Bummer.

Well I guess that popped all the party balloons.

Here’s one ,I have a recon 5, had some moisture in the camera,sent it in ,within a week had the camera back, with another 1 year warranty. Can’t get any better service than that. Lx6. Lx3tc. Recon5 plus.

buckybadger wrote:

…I read the title and thought maybe Marcum had agreed to refund anyone who ever bought an RT-9 for nearly $2,000 for that hunk of junk. Bummer.

https://thumbs.dreamstime.com/z/chef-stirring-pot-14992484.jpg

GREAT POST MERICAN EAGLE

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I’ve had the same thing happen to me.. sent a product back to them out of warranty and they fixed it for free.

In my opinion, Marcum has great customer service. I have had a couple issues with my LX7. Marcum has fixed the problems with no questions asked and free of charge! Customer service like this makes me appreciate buying a product from someone I know who will stand behind what they manufacture! Thanks Marcum!

I think part of the frustration is that there seems to be no real policy enforced. I’ve read numerous postings of original Marcum owners who send a product for service and it takes forever to get back and they are charged for it.

Then they see a post like this from somebody who’s not the original owner getting a free replacement…

Marcum runs the risk of pissing off original purchasers with receipts by providing “above-the-norm” service to somebody who could have purchased a broken product off craigslist for $20 (I’m not saying this is your case, but you get the idea of the argument)

Is it just the luck of catching a service rep on a good day? What factors come into play that results in somebody getting free service and others having to pay for it?

full disclosure – I’ve never had an issue with Marcum’s service…

Joe, my assumption of these units being warrantied vs. others that don’t is that they are known issues, design flaws, workmanship issues, etc vs. misuse and abuse. These techs do this everyday, typically they can tell what exactly happened to each unit.

What can you say? Life Happens…