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Old 06 January 2004, 16:17   #1
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Well Done ICOM

Once again ICOM have come through as true stars, a week before Christmas my handheld suddenly developed a case of underwateritus (as Phil D will testify) after drying the battery and case out the thing just hissed at me, so i dropped it down to ICOM at herne bay, they had no problem saying they'd see if it was fixable.
This morning a brand new shinny ICM21 was delivered, seems they had just replaced the complete set.

When i thought about handhelds everyone said "get an icom as there customer service is excellent" well i did and yes there customer service is excellent, so well done ICOM !!!
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Old 06 January 2004, 17:02   #2
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stunning service!

And so say all of us, Rich! My Icom M-3 handheld also got a soaking on the same cruise as Mr Bilge Rat's and ceased to function completely. I posted it to Icom on a Friday afternoon with a covering letter explaining that I was travelling to Wales on the following Wednesday and would be grateful if they could fix and return it by Tuesday pm, although I didn't hold out any hope at all of getting it back in time due to the xmas post chaos etc.

Amazingly, I got a phone call from Icom on the Monday saying they had fixed the radio and, due to the urgency, would be returning it to me by express courier. The radio duly arrived on Tuesday morning complete with brand new battery pack. Remarkable customer service by any standards and Icom has certainly secured my business when I eventually buy a fixed VHF for the Rib.
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Old 06 January 2004, 17:44   #3
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I'll 'third' that...I am on my third M21 from Icom since they were launched - both previous ones died after very little use either on the RIB or my 'Victory Class' dayboat. Gold Star to the Icom Team for Customer Service each time (Interested to hear other people have had problems with the M21, though...) and my fixed IC-M59Euro is excellent.

Nigel


"There is nothing - absolutely nothing - half so much worth doing as simply messing about in boats."

Kenneth Grahame, The Wind in the Willows, 1908.
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Old 06 January 2004, 18:08   #4
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So in summary - excellent service but a really appalingly unreliable bit of kit!
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Old 07 January 2004, 03:05   #5
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Probably have to agree with Richard B seems icom are first class on the customer service side and also looks like from the amount of problems and previous posts about the radios that they've not quite got it right, my fixed radio works fine and has not yet let me down and it seems only the handhelds seem to develop faults, mine in this case was clearly not water tight and when questioned ICOM stated that the set was rated to 1 metre depth for 30 minutes.

leave you to draw your own conclusions with this one.

Richard
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Old 07 January 2004, 04:07   #6
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Icom Handhelds

Gents
Having used Icom hand helds for niegh on 15 years I can say that I have had great service from them and the two organisations that I have looked after their radios for them have only had problems when the units have been misshadled or dropped.

IMHO the M15 was a very good unit its only down points were it wasn't PC programable, didn't float (how many do?) and it was possible to break the battery pack and hence the waterproof seal if dropped on edge on concrete.

The M1euro is not bad, but the cheaper units of all the manufacurers leave me with a feeling that they were designed as spares / back ups to the main set as aposed to being the worlds best bomb proof hand held

I supose you get what you pay for is the answer.
Jelly
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Old 07 January 2004, 04:48   #7
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Also wanted to add as an after thought that the actual product testing leaves a lot to be deisred too..... first time out i had my brand new handheld clipped to my life jacket by the silly clip supplied by icom only to find the radio flapping about on a fold of material on my jacket at 30 knots, seems the two part clip had released itself and the radio fallen from the clip on the life jacket, if it had not been for the fact i was wearing a jacket i'd probably have lost the set over the side or it might have ended up on the deck some place. then second time out being clever i decided to use the silly piece of string that Icom refer to as a carry strap to secure the radio to my person only to have this snap as i climbed out of the boat onto the beach, again quick intervention saved the radio from Davey Jones locker.
I dont consider i was being neglegent or abusing the kit in any way on both these occasions, is it to much to expect something thats sold as immersion proof and robust to be upto the job and the accessories supplied capable of doing the job they were designed for, maybe you do get what you pay for in the end but just how much do whould one consider spending on a back up radio thats hopefully never going to be used in anger.

Again i have nothing but praise for there customer service level, if only other companies could take note, but does replacing the defective product quickly and without fuss make them a good manufacturer or not ?


Richard
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Old 07 January 2004, 06:24   #8
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Richard
Fair point on the belt clips, mines been saved by the peice of string a few times
James
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Old 07 January 2004, 06:29   #9
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Quote:
Originally posted by Bilge Rat
does replacing the defective product quickly and without fuss make them a good manufacturer or not ?


Richard
Not. It makes them an extremely customer focussed organisation, jolly nice people to deal with, and re-sellers of US designed far-east manufactured mediocre product.

Out of interest, where is their stuff manufactured these days? My M59 was made in Japan. Have they shifted production to China?
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Old 07 January 2004, 06:40   #10
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Made in Japan

Richard

All indications leed me to believe they are manufactured in Japan, certainly the company is very focused toward Japan as there small show room in Herne Bay looks like a Japenese resturant with samuri swords and outfits hanging all around the place, they certainly have a varied array of kit past and present on display.

yes agreed nice people to do business with !!

Richard
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