Lewmar Stern Thruster

[Rocky Lou]

This is to provide a warning about Lewmar tech support by stating a few facts of my recent experience dealing with both the US and UK offices. I've been in the process of replacing my 140TT IP version that the Lewmar site refers to as 'waterproof' due to its enclosure. Mine was a Gen 1, 2019 model. It may have been waterproof and it should be since it's in the bilge, but, the plastic case cracked.

I've been in the process of replacing the Gen. 1 with a Gen. 2 Thuster which requires a host of other hardware changes and I'll post the result, when I'm hopefully successful. But, here is what I've had to deal with:

• My service tech. was told by Lewmar, US that the Stern Thruster would be 'Plug and Play' with the old unit, despite stating verbally and in writing that my old unit was Gen. 1...the actual installation requires also changing: 1. Blue Box to replace Black Box; 2. Gen. 2 Control panel at Helm; 3. Legacy adapter so Gen. 2 controller can drive Gen. 1 Bow thruster.
• Showing up with the gear at my boat, my service guy advised me that Lewmar didn't mention that no cables, Thruster to Blue Box nor Blue Box to Controller were provided.
• I contracted Lewmar US to ask if the remote would work with the Gen. 2 unit and got 15 mins. of BS, then was told, 'no it won't work'. The remote does in fact work.
• I said I'd get the two cables and looked up part numbers that I sent to UK tech support to confirm. I have in writing, 'You're Correct'...Nope, the cable are different and only one was the correct one. I wrote back to get the right number and they ignored my reply/question.
• Delivery from the Lewmar US factory takes two weeks if the product is in stock. They will not ship any way except Fedex ground even if you are wiling to pay for air.

It's hard to express how wretched I am finding these clear falsehoods expressed both in verbal and written forms, but, I thought it was important to inform other Lewmar users.