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Garmin Express Device not Compatible

I've recently Purchased a refurbished Garmin 920XT from a Garmin Dealer. When I try and use this with Express it tells me the device is not compatible.

I've been advised this is some form of issue with the backend database at Garmin but have been told it could take over a week to resolve.

Is this likely to be the issue and if so why so long to resolve?

Kind Regards

Ben:mad:

0 EXPRESSCUSTOMERCARE over 9 years ago

BenVRussell

When cases like this are created and sent to our IT department, research is required to see why the database was incorrect in the first place. By saying that it COULD take over a week, we are allowing our engineers time to determine what the issue is so that we can correct it for the future.

I do see that on 6/24/2016 a case was created but then you called in on 6/27/2016 and had it closed stating you were going to return the device. Unfortunately, as this was submitted on Friday and closed on Monday, our IT department did not have time to research the issue and resolve it. It may not have taken over a week but we didn't have a chance to find out.

If you have not yet returned the device to the dealer you purchased it from and would like us to correct the compatibility issue, I would be happy to open a new case for you. Please let us know.

Lisa

0 BenVRussell over 9 years ago

Garmin Support

Hi Lisa,

Thanks for your reply. I actually asked for the case to be escalated not closed. I stated if it can't be resolved I would have to return. If you could re-open the case and escalate it that would be much appreciated.

Regards

Ben

0 EXPRESSCUSTOMERCARE over 9 years ago

BenVRussell

My apologies for that mixup. I have created a new case and submitted it directly to the appropriate team. That is the fastest escalation that we have the capability of performing. As soon as I hear anything, I will post here.

I have also sent you a private message.

Lisa

0 EXPRESSCUSTOMERCARE over 9 years ago

Ben

I just received notification that this issue is resolved. I tested adding a device like yours to Garmin Express and it now works.

Due to the holiday weekend and US Support offices being closed on Monday, if you continue to have problems adding this device, it would be best to contact Product Support by phone today, if possible.

Lisa

0 BenVRussell over 9 years ago

Thank you

Hi Lisa,

Tested and all now working. Thank you for your assistance. Much appreciated.

Kind Regards

Ben

0 EXPRESSCUSTOMERCARE over 9 years ago

BenVRussell

Wonderful. Thanks for the update. I'll go ahead and close this thread.

Lisa