I would really like to leave something positive here... Unfortunately, the best I can do is simply say that they got the job done. I made an appointment to have my AIS updated with my vessel's new MMSI number. The tech arrived on time, 5 minutes early in fact, which seemed like a good start. Once on board he proceeded to investigate updating the system. Almost immediately he started to pull the unit out. Now, when dealing with sensitive electronic devices you don't typically want to hear banging and see someone jerking on it. I asked if I could give him a hand and that activity calmed down. He then found the access cable he was hunting for and connected his laptop up. My understanding was that my Raymarine AIS 500 could be updated in the field. Once connected he told me that he couldn't update the unit and that I would need to send it in to Raymarine to get updated. I picked up the phone to call Raymarine and get details on sending the unit back. The customer support agent told us that the unit could be updated on the spot and didn't need to be sent in. The agent said that the Emerald Harbor tech needed to only get a 25 character code from the special dealer website. Shouldn't the tech have known that, considering they are a certified Raymarine dealer? The tech didn't have the log in, and called three separate people at the Emerald Harbor office to try and get it. None of them knew the log in information. Now, if you are the only certified Raymarine service center in Seattle, you'd think this information was readily available. The tech ended up throwing in the towel 30 minutes in and saying he'd need to come back later once he figured out how to log in and get access to the 25 character code. Now, this was all very frustrating for me, but I gave him permission to board by boat later and finish up the job. I got a call a few hours later from the tech saying that he completed the work. He said he'd charge me an hour of labor to get everything done, $88 plus tax. I left my credit card information on file, so they merely billed it and all should've been well. Unfortunately, not so. I just got the bill details in the mail and they charged me for an hour and 15 minutes. That's not what the tech told me he'd bill, nor did they call to update me before billing me. While the job got done, the general attitude of the tech that came out was condescending, arrogant, and temperamental. If I had absolutely any other option I would choose to go with them in the future... heck, I'd even considering paying the extra money to have the Tacoma Raymarine service folks come up rather than work with Emerald Harbor again - and their office is 500 yards from my boat. While yes, the work got done, they were unprofessional and billed me more than they said they would. Go somewhere else for your service needs. Or, better yet, start your own Raymarine service business (there's plenty of need in the greater Seattle area) and cannibalize their business... you'd just need to be somewhat competent and have a decent bedside manner. Not too difficult. read more