Side Power Thrusters Customer Support and Troubleshooting

[talman]

I had a similar experience, which is documented here: http://www.meridianyachtowners.com/t...098/#post57482
Their documentation is excellent, as well. Checking brushes: http://www.imtra.com/Collateral/Docu...or_brushes.pdf
The brushes can be hard to get out. I chipped one last time I pulled one out. I bought replacements at Fisheries in Seattle as they were the lowest price I could find. I have them for spares.

[Woodsea]

I had a similar interaction with Ray last summer on my bow thruster. He walked my thru the process of freeing up and cleaning the brushes. Thruster works great now!

[Sleepwalk]

I want to give a public thanks to Ray LaVoie at IMTRA (Side Power).

I have a thruster which currently only goes to starboard. I was dreading trying to troubleshoot this on my own but was still scouring the internet to try to figure out where to start. Based on stuff I had read here (but can't currently find), I called their number (508 995 7000) and asked for tech support. Ray was the guy I got forwarded to. After about 15 min on the phone with him guiding me around the components, we had the issue troubleshot and I had part numbers in my email of what needed to be replaced. He saved me ~1-2h of tech time to diagnose the issue ($'s) and was incredibly patient with me while I improvised a jumper and crawled around the boat.

I haven't called too many customer service lines in my career as a consumer- mostly from dreading the stereotypically useless customer service interaction. This was the spectral opposite. He was a pleasure to deal with and clearly knew his product in detail.

Thank you Ray.

Chris