ComplaintsforJohnson Outdoors, Inc.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am having issues with the Humminbird Mega Live Transducer that has never been right. I paid to have it professionally installed and had to send it back to HB for cracks. Now just shortly after putting the new one on and updating I am getting really bad RFI when running the *** I have opened a ticket with HB #****** and sent in everything that had asked for. I have not had a response in a week or more. I have had the Mega Live over a year now and the product doesnt do what it is suppose to do. I have had to return it once and now I am stuck with the *** not working again due to an update that thousands of people are having issues with. I am Systems Engineer at ********************** know my stuff, this product is a lost cause. I am asking for a full refund on the Mega Live and the Helix 10 gen 4 that I bought to go with it. If not I will spearhead a class action against HB for the **** LIVE not conforming to product specifications and marketing.

  Business response

  11/22/2023

  A *************************** representative talked to consumer on 11/14/23 - he is refusing to return the **** Live accessory for replacement.  Its ***************** time.  It has already been replaced by us once (cracked housing).   He wants a refund and we have requested a copy of his receipt.  (Humminbird ticket 553517).
  We are trying to work with him and we show that our agents have reached out to him and as of 11/14/23 a call was made. At this point it appears that we are awaiting a copy of his proof of purchase to proceed in his requests of assistance.

  Thank you.

  Customer response

  11/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a brand new canoe from the Old Town brand of Johnson Outdoors, which was to be delivered by the company (having paid an extra delivery fee). The canoe arrived, and was mishandled (given the packaging notices fragile and no fork lift) by being dragged and fork lifted to my garage. When I unpacked the card stock and plastic wrapping I found the hull to be marred with scratches, abrasions and dents. I immediately phoned and was told to email pictures. I sent pictures and videos (including a security cam video of the delivery). I was given no way to return the canoe for full refund and no other compensation. I was only told they could offer some swag if that would make me happy. I declined swag stating I had ordered and paid for a new canoe and that just compensation should be a replacement or some form of refund for having sent a scratch and dent item. The ** staff have been aloof and unresponsive only offering "swag." as recompense. I believe an adjustment of $500 is warranted given the fact that the canoe did arrive damaged by their shipping process, and is therefore not new. Other than that an immediate refund and collection of their product is the only reasonable solution.

  Business response

  06/28/2023

  Johnson Outdoors - Watercraft received notification from the customer stating there was damage to the craft upon receipt. We asked if photos may be sent over so we would be able to view the damage.  They were promptly sent over, which were the same photos attached in the consumers complaint.  After reviewing these were only cosmetic and very minimal, these would not affect the integrity or performance of the craft and the hull would still carry our lifetime warranty.  We offered at that time to send out some repair adhesive and a par of paddles or life vests to go with the canoe so they may out on the water and enjoy the great outdoors.

  The customer agreed the hull integrity was not threatened, however was disappointed in the handling of the freight, which is through a third party carrier. They had also already pushed paddles and life vests and asked for a refund instead. 

  A response was sent to the customer stating we are unable to process a partial refund however, if they were not satisfied with the craft we would be more than happy to set up a return for them and issue a refund. 

  The consumer responded back that they did not want to have to go through finding another canoe and asked for additional free product. (canoe cart, adhesive/patch and two sit backer chairs).  A response was sent back that we would be able to offer one chair along with the adhesive/patch.  We heard back from the customer telling us to "never mind"

  Customer response

  06/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  This is an only partial true statement from the company, they directly made return appear to be a hassle and that I would have to repackage it, they made not attempt at redress other than swag a direct quote. If they are sincere about a refund then they should expedite that and should have done so from the first contact. Their assertion that the carrier is a third party May be true but it is the third party they contacted and billed me for, I had absolutely no say in the matter and do not accept any fault for thrir choice of carrier.
  Regards,
  
  *************************************

  Business response

  07/20/2023

  In situations where slight shipping damage as occurred complimentary product is always offered to the consumer up front.  The majority of the time customers are appreciative and agree to the free items so they may get out on the water to enjoy the great outdoors.  If they prefer a return we may do that as well just as we have offered in this case.  As with most items one wishes to return, the item does need to be packaged.
  
  Our return policy is clearly stated on our website with this information.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Minn Kota Powerdrive trolling motor in 2021. It started acting up and was checked by an alleged authorized repair center and said nothing was wrong. In May the motor's prop stopped turning. I attempted to make contact with the center again but no longer in business. I called Bass Pro since they service boats, but they said they cannot repair minn Kota's. I got on Minn Kota site to locate another authorized repair center and showed 1 in all of **. I called no one answered. I sent Minn Kota and email with no response. Called ********* and got tired of waiting after being on hold for 1 1/2 hours. I am trying to get this thing repaired but no one seems to be able to repair them. I would like some kind of resolution on Minn Kota part. warranty is for 2 years and will be up in July. I think ********* needs to back their product especially since I cannot get it repaired anywhere in **.

  Business response

  06/14/2023

  On Monday, June 12, our email system received your email. Today, June 14, our TSR replied to the email. I hope you received the reply. We've found some other ASCs nearby that can help with the repairs:

  
  Joe's Tackle, ************, **************, ************
  ***************, ************, *********, ************
  Raven ************ ************, **********, ****
  
  If you require any additional services or assistance, kindly reply to the email so that we can provide you with the necessary support.

  Customer response

  06/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  **** tackle does not answer the phone.  I tried them 5 times.  The others are over an hour and half away.  This is unacceptable.  I have to waste my time and gas to go close to 2 hours away to get the product fixed.  
  
  Regards,
  
  ***************************

  Business response

  06/16/2023

  *****,  
      Hello, my name is *****, the ********* Service Supervisor. I tried to contact you by phone yesterday and this morning, but unfortunately, I wasn't able to leave a message due to your voicemail. I'm reaching out to offer my assistance with your trolling motor issue. I noticed that you previously reached out to ** in May for a part number for a control board, and more recently, you sent an email asking for a service provider. Although I received your BBB complaint, I don't have enough information to understand the issue that you're experiencing with your trolling motor. I would appreciate it if you could call me back so that I can assist you further, I have sent you an email with my direct phone number.. 

  Customer response

  06/20/2023

  Minn Kota reached out.  Issue is being handled   Thanks 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I purchased a Jetboil stove last year, and the ignition lighter stopped working weeks ago. Jetboil/Johnson Outdoors said I needed a new burner and ordered one for me but it never arrived. I contacted them, and I guess they are saying they will not warranty my stove because I am disabled and cannot call them.At the time I initially contacted them, I requested instructions missing from my manual that would allow me to still use the stove while waiting for the part. They refuse to provide the instructions. They feel they have provided them, but I disagree.

  Business response

  05/31/2023

  Hello - My apologies for delay.  I am working on a contact from our JetBoil brand team and will respond as soon as I have a team member to provide support on this request. 

  Thank you.

  Business response

  06/05/2023

  Thank you for your notification on this complaint. We have been working with this consumer for just over 6 weeks regarding her issues. We have been contacted via email multiple times with different issues by three different names, all from the same email address. We received different mailing addresses, noted as a general delivery location each time and there for a short time as she roams around. The first interaction was seamless. We processed replacement parts as goodwill. It wasnt until the future emails started to roll in that we were cautious as the communication had different and missing information from previous responses within the email trail and different names were being used. It became increasingly difficult to follow, but they still refused to call. These tactics are similar to spammers or someone who does not want to follow warranty process of inspection as it may have been an error on their part. However, due to timing of how long she was at locations, we bypassed a warranty inspection and processed replacement parts as goodwill. We prefer to educate and get our consumers the information/parts they need to create a working unit again, rather than to discipline for improper usage that caused user error. Thus, creating faster service to them.
  
  She first reached out on April 14, 2023 (after office hours) with issue on getting pot support to lock into place on her MiniMo system. She referenced a video she found on ********
  Email was from *********************************
  Mon April 17- We provided a response and a request to call and discuss further.
  She replied on April 19th that she was unable to call as she was disabled, so we provided further details.
  After a few back and forth emails with additional concerns, a replacement pot support and stabilizer was sent out immediately.
  Email of exchange is attached (1st attachment).
  Reached out again on May 7, 2023 (weekend) with issue on getting ignitor to light the stove on her MiniMo system. She replied from the previous emails in April.
  This time the email was from *********************************** (same email address) and a different general delivery address.
  ******* 8th- We provided a response and offered a replacement burner for her troubles. (2nd attachment)
  Unfortunately, the burner is on back order and unable to ship at this time but the order is placed and pending receipt to release.
  She sent a 2nd and 3rd email on May 7th regarding missing instructions on how to ignite the burner, but then she got the unit to light.
  We replied to both follow-up emails on May 8th of the replacement order being processed
  Also, we already sent the instructions to adjust wire to help with lighting the unit (shown in 3rd attachment)
  An additional 3 more emails were sent on May 8th regarding her address (although these seemed to be from ****, not either ***** or *********).
  We had processed it correctly, but her confirmation received was incorrect as it was sent before the correction was made.
  We advised that the address was correct on our end. Then she wanted the zip code changed, but it matched what was sent.
  She wanted the last 4 digits added (its not necessary for shipments). However, we added it since she was asking and confirmed back to her same day.
  Another email was sent on May 8th stating she never received the missing instructions on how to light the stove with ignitor. We had already sent this detail. (3rd attachment)
  
  All part of 4th attachment
  We responded with pot support instructions as it was thought this was the missing piece since the ignitor instructions were already sent in previous emails.
  With all the multiple emails and minimal email trail details that made sense, this started to become quite confusing.
  We did follow-up with additional details (although the *** references the Flash and not MiniMo in error). The instructions provided were to show how to light a burner that does not have an ignitor. Her model has an ignitor, but our zip model does not, so that was the best instructions to provide for manual ignition outside of the ignitor instructions that were already sent.
  Again, confused on exactly what was needed at this point.
  May 10th, we received another email asking for help again, but we were still unclear what she was asking for so we responded asking what the request was.
  May 11th, she asked for a manager to reach out stating her questions and follow-*** are in email to address.
  All of which has been answered.
  May 11th, manager reached out advising to call as there was too much back and forth at this point. (attachment #5)
  Manager received no response
  May 19th, she went back to an old email and replied asking again about the replacement burner assembly (which is still back ordered).
  Manager replied again on May 19th requesting a phone call. (attachment #6)
  No further replies were received to the manager or the customer service department.
  The replacement burner order is still pending receipt- expected mid-late July (order #******* in our system, acknowledgement attached as last PDF attachment).
  
  Over the course of the 6 weeks, we had 17 email exchanges with this customer. We had no phone calls as she refused to provide her number or call us. In addition, we provided:
  1x pot support (no charge)
  1x fuel can stabilizer (no charge)
  1x burner assembly (no charge, on order)
  1x of ignitor instructions
  1x of manual light instructions
  
  Overall, we estimate that our team has spent over 3 hours working to resolve the multiple inquiries for this one customer.
  
  Please let me know if I can be of further assistance.
  
  Thank you!
  
  ***********************
  Customer Service Manager- Camping
  **********************- Eureka and Jetboil
  ************** Mon.-Fri. 8am-5pm EST
  **************************************************

  Customer response

  06/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  That is my name. No one other than me has contacted them. I am retired, disabled, and travel hence my mailing address changes. That does not make me a scammer. My permanent disability does mean I cannot call. What would the BBB like from me so you know the business' reverse, distracting allegations are false? Then we can go back to addressing the complaint.
  
  Regards,
  
  ***********************************

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 20, 2022 I purchased a ***** 7 CHIRP SI GPS G4 fishfinder, Serial Number: ************. This device was advertised in part as having many higher end premium features that add to the price/value, such as 800kHz imaging. The Humminbird spec sheet available at humminbird,com listed this and many more features. All authorized dealers listed the device as having these features as well. Device arrived without the 800kHz imaging feature, but since it was a new model and has frequent updates to unit, figured the 800kHz would soon appear with an update. Recently check on update and now humminbird website shows an answered question about this 800kHz feature with the following reply: "Thank you very much for pointing this out. The supported frequency for down and side imaging on the ***** 7 CHIRP SI GPS G4 is 455 kHz. We will work to have the listed specifications corrected as soon as possible." As of today, 02/16/2023, the 800kHz spec is still advertised at authorized dealers, but has now been changed at humminbird.com. I would never have spent the money on this unit and disposed of prior unit, if it did not have the advertised features that they still show it as having today at retailers. I have screen shots to verify all of the above. Seek comparable unit to what was advertised and expected at time of purchase.

  Business response

  02/17/2023

  Our **************** team was only contacted by ********************** for the first time on 2/16/2023.   We are in the process of resolving this issue at this time.    

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The product I'm having problems with is a Minn Kota Ulterra 80 trolling motor with IPilot and Bluetooth -24V-80 lb-60 inch. Serial #*************** Minn Kota ticket # ******. The motor was ordered on 3/26/21 from FactoryOutletStore.com. It was on backorder and it was received on 6/1/21. The cost of the motor was $2531.99. The motor was installed on my boat and used on about 20 outings with no problems. I started having problems in late Oct. 2021. With winter weather approaching, the boat went into storage and I started dealing with the issues in spring 2022. After several conversations with MK tec support trying to troubleshoot and no fix, they instructed me to take it to ****************************** *************) for warranty repairs. Dropped there on 5/26/22. Several new parts were installed over next weeks that didn't resolve problems. Talked with MK support 7/12, 13, 14 and was told to take to a boat rigging business to have boat wiring system tested. Airtec had already done this and found no issues. I took it to a boat rigging business at my own expense and they also found no problems with the boat wiring system. I forwarded the report to MK and was instructed to return boat and motor back to Airtec and they would assist them in finding the problem. After not hearing anything for almost 2 weeks I contacted MK. They said at this point it's up to me and Airtec to work it out. I contacted Airtec and they claim they can't find the issue and are waiting for support from MK. MK warranty covers defects in materials and manufacturing and is a limited 2 year warranty on the entire product. I have been patient during this process but I haven't been able to use my boat at all this summer and my warranty expires spring 2023. I feel that if they can't fix it at this point, a replacement motor is the solution. The motor does not work at all at this time according to Airtec. Although MK was trying to be helpful earlier, they don't seem to want to deal with it now.

  Business response

  08/12/2022

  Our customer service team has spoken with ***********************, the tech that is working on the Minn ****************** as referenced by consumer.  We have sent Airtec a return label and box for the return of the old ************* referenced.  We have shipped Airtec a replacement  Ulterra trolling motor and Airtec is going to leave the new motor in the box and give it to the consumer so he knows it is a new motor. Our customer service team will contact *** directly via email and also try via phone and let him know what is happening.

  Thank you.l

  Customer response

  08/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************
  

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Johnson Outdoors makes Old Town canoes. We purchased an Old Town Penobscot 174 canoe serial number xtc71314c616 from REI about three (?) years ago. We have used it on a local (tame) river one or twice per year. We have fallen out several times without any issues. The most recent time that we fell out, the fiberglass tore near one end. There was no impact involved; we rolled over in the middle of the river and I leaned the other way to try to keep us upright which we would consider to be normal use. Old Town customer service said that the canoe appears to have been manufactured correctly and suggested a repair kit but we do not feel this makes sense give how the canoe failed. They stated that the repaired canoe would be weaker than before (makes sense to me). They mention avoiding hard contact to the canoe but that is not what happened to cause the problem. We are likely to exert the same twisting forces on the (now weaker) canoe. Repair does not work for us.

  Business response

  09/23/2021

  This complaint information has been forwarded to respective Old Town brand / business unit. They will respond and/or contact consumer directly.

   

  Thank you, 

  ***** ******

  Johnson Outdoors, Inc - Fishing Group

  Customer response

  09/24/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ***
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩