Raymarine Customer Support

[Rick D]

We've all seen the threads in the past couple of years on this subject, usually slamming Ray's support. I have had occasion to use them quite a bit these last few weeks, and it has been better than terrific. My ST50 instruments have been acting up. It wouldn't be a big deal for many since it involves some intermittent wind display and some back-lighting issues, but the instruments are otherwise functional and in top shape. My problem is that I need the lighting at night and I really rely on the wind for my racing. Finding a local tech to work on these problems is a dead end; they don't like to work on such 'old' instruments and would rather I buy new ones from them.
Even though the ST50's are no longer supported by Raymarine, their customer support suggested several possible fixes. When I came to the conclusion I'd just have to bite the bullet and replace them, I was concerned about how long they would support the ST60 plus units I was looking at since they came out with the new ST70-series. I asked them and received a long response concerning their planning and staging which alleviated my concerns. I then purchased my replacements and asked about transducer compatibility, using existing cabling, modifications, etc. and got quick responses. All in all, it was a satisfying assurance to have 24 hour turn around with my e-mails which made my painful decision a tad more palatable and reassured me with respect to Raymarine as a vendor.
Rick D.

 

[Nice N Easy]

Raymarine tech support

When installing a new Raymarine auto pilot a few weeks ago, I had reason to call Ray tech support four times. I was amazed at the difference between those I talked to. Two were knowledgable and helpful, but didn't go out of their way to offer any suggestions, one was a total dud and no help at all, and the fourth you couldn't ask for more. So, I think that it isn'a to much as Raymarine as it is the individual, whether you are helped, and if so how much.

 

[Steve Dion]

Replaced ST50's w/ST60's.

Rick:

I replaced the ST50's on my '94 HV'36. There was nothing to do but plug in the new heads.

I did NOT have a wind instrument so I needed a new transducer for this. I purchased a ST60 transducer & head for this device.

 

[Rick D]

That's What They Said, Steve...

...altho I had read differently in other forums. Just cut and install spade connectors on the instrument side and replace the wind transducer by screwing it on to the old ST50 mount. That's what they said and I hope it's that simple. Of course, I'll have to hole-saw the bezels larger to accommodate the large diameter ST60's I'm told. I got a whole package with all the transducers 'just in case' and because it was cheaper than buying just the heads anyway. Rick D.

 

[Steve Dion]

Baby spades are tough to find.

Rick:

Those small spades are difficult to find. I suggest that you go to a "real" electronics store, they have them there. They do NOT have them at our favorite home improvement stores.

An option to cut the new holes is the get a piece of plywood and thru bolt it using the existing holes for your current instruments. Then get a 3.5" hole saw and drill the holes thru the plywood into the existing holes.

This is a pain to line up, but much easier to cut that with a jig saw or something similar.

 

[Rick D]

Thanks for the Hints, Steve...

..I already ordered about 33 spade connectors since I figure I'll ruin or drop about half . Rick D.

 

[Steve Dion]

Rick! Just a tip.

Rick:

You should have a thin metal pick to open the spades up a little. My experience is that some of them can be VERY VERY tight. If you have a pick or VERY thin screw driver blade you can use it to pry these open slightly.

 

[Pat]

I replaced my old ST50 instruments also

with ST60's. A few thoughts/comments. I too have had good and bad exxperiences but with the RayMarine website.

I used a piece of plywood as Steve mentioned to make new holes in my Navpod. I had to redrill 4 holes, boat speed, wind, depth and graphic(GPS). I did buy a new wind transducer and it fit in the old holder. I was happy for this. I used the old transducers for speed and depth and kept my old GPS.

I could not get my new depth instrument to work and Raymarine insisted I had a bad transducer. To make a long story short I knew my old ST50 transducer was good. When you try to hook up the new depth instrument you will see there are places for 3 wires yet the old one worked with only 2. If you peel back the insulation on the old transducer wire you will find the never used wire. If you are lucky you can hook up all 3 wires and it will work. This is per Raymarine. No so in my case. I ended leaving the 3rd wire off and it worked. But Raymarine did not tell me to do this. I had to figure it out for my self. Had I listened to them I would have bought a new transducer.

The ST60's are a big improvement over the ST60's. I'm glad I replaced them. The one problem I do have is with the graphic display. The lighting (for night) does not match the level in the other intruments. This IMHO is a bad design on their part.

Good luck.

 

[Rick D]

Thanks, Pat!

That is great information I'm sure to make use of. Rick D.