Raymarine DSM300 being fixed

Tower Todd

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Took this off of Bloodydecks:

I learned of this off of another board that Raymarine, now under FLIR`s ownership has recognized the on going problem with thier DSM300 series module loosing connection with the display and setting alarms. They have agreed to take care of the problem and replace the modules that were built in Mexico.
This has been and ongoing problem that Raymarine said was caused by voltage drops, fluctuations etc....If anyone has experienced this you know how frustrating it can be.
I contacted Raymarine today and was told to ship my unit back for replacement. Contact e-mail [email protected]

Below is part of a letter by Tom Surran from Raymarine;

"My name is Tom Surran and I am the Managing Director/General Manager for Raymarine Worldwide. I have spoken with our WW Service Director and I understand that you and he will be meeting in Miami to solve your issue. I want you, and all other DSM300 owners, to know that we are committed to customer satisfaction.

After FLIR acquired Raymarine in 2010, we learned that the DSM300 had some issues in the field that we needed to address. The product can be equated to an exotic sports car with unparalleled performance in its class but problematic reliability. We knew that this was inconsistent with FLIR’s brand and reputation and went to work on it right away.

One issue that had already been addressed was the manufacturing quality. That was accomplished by moving the production from a contract manufacturer in Mexico to a well-known major manufacturer in Eastern Europe that has demonstrated superior work. As a result, we will be pleased to replace any unit made in Mexico with one built by the new manufacturer at no cost.

The first issue we dealt with post-acquisition was to improve the robustness of the software. The initial design was highly intolerant of any issues on the network. We initiated a project to address this and the updated software we made available four months later offers much better resilience to network issues. This is why it is important for all DSM300 owners to make sure their unit is updated with the latest software.

Correcting these issues allowed us to see there was a problem with the power cable. The original design’s pin connectors could become misaligned over time through vibration causing interment power connections. We designed a new power cable that is now utilized on all of our sonar units that eliminates this problem. We are willing to provide one of these cables to any DSM300 owner for free "

Its good to see that they are standing behind the product.
 

reelrampage35

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Dsm300 issues

Just wanted to post this so others know. I read on another site that everybody was having problems with the DSM 300 sounde module and that Raymarine was repairing or replacing the units at no cost to the consumer. I was getting a continuous " DSM connection lost" alarm ike many others. Well I removed my DSM 300 and sent it to Raymarine about 2 weeks ago along with a note asking for a refund of $350.00 which I spent last year to have the units software upgraded and the unit bench tested. When I sent it last year Raymarine upgraded the software and checked the unit and indicated that the unit was functioning properly upon receiving it I reinstalled it and had the same problem. Well I would like to let very one know Raymarine sent me a brand new DSM 300 in the box with a new power cable as well as refunded my $350.00, I can't say enough about there customer service and I would definitely buy Raymarine again.
Thanks Eric
 

Katelyn A

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Very good info. I appreciate you passing this along as I am having issues with both of my E120s and I am quite sure it is the same problem.

Thanks Eric
 

reelrampage35

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Refund

Just a note I paid to have the software upgraded and the unit bench checked last year and Raymarine said it was ok all after charging me $350.00 to do this. Apparently it wasnt ok and I asked for a refund of this money which corporate did for me. I would assume they will evaluate each different customers request.
Eric
 

novivin

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replaced mine!

Thanks for the heads up guys! Maybe Hungary will be better than Mexico in the global manufacture of marine electronics.
 
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