Can anybody please tell me what seems to be wrong with GARMIN AUSTRALIA SUPPORT?
We have sent a number of emails and follow up emails to them over the past week, in a desperate attempt to get their attention.
Their phone 'support' must be a total joke, as noone ever seems to be answering the phone. We have both, independently from each other spent hours in total trying to get someone to answer their phone...stuck on hold for up to 20 mins on each occasion.
We have forwarded or cc'd our emails to GARMIN INTERNATIONAL, but every time we only get scripted sounding replies (see below), always refering us back to Garmin Australia.
My wife bought a brandnew Forerunner 305 less than two years ago, so past the 1year warranty unfortunately. While she has been using it frequently, especially during the past 12 months, she has always looked after it meticulously. That includes wiping off any sweat, using just water or slightly soapy water, as suggested. Yet, the rubber buttons on the side are wearing off completely. One button is now completely off and cannot be used anymore, at all.
How can a $300 product with sensitive electronics use such cheap material (rubber) that makes this otherwise perfectly working product, unusuable?
We feel this is an actual product fault and would warrant a free replacement, even if outside of warranty terms. We did not even express our level of frustration in our emails, just want some solution. Yet they do not seem to care about their existing customers, just sell once and move to the next?
How does that work with long-term reputation?
I have read through a number of threads on this forum and cannot believe that it appears there is even a total lack of response by Garmin to plenty of concerns that their customers are expressing. On their own forum!
Would you not use a forum on company servers as a tool to win the hearts and minds of customers and potential new customers?
We are at a total loss here...how can anyone even consider buying their product if they obviously don't care?
If you have an email in place .... then you have to ensure you have the resources in place to attend to them.
If you have a support phone line in place .... you need to have sufficient agents available (and willing) to answer the bl**dy phones.
If you have GARMIN subsidiaries/exclusive or authorized distributors around the world .... you should care enough to protect you brand vigorously by making sure their standard of service meets your own Corporate policies and business expectations.
So what is wrong here...?
"Dear xxx,
Thank you for contacting Garmin International. I would be happy to assist you. You will need to contact Garmin Australia for them to help you further. We cant ship out of the US. I apologize for any inconvenience this may have caused. Please let us know how we can further assist you."
"Thank you for contacting Garmin International. I would be happy to
assist you. For further assistance you will need to contact your local
office as follows:
Contact information for Garmin Australia and New Zealand is as follows:
? Phone: 1-800-235- 822
? Hours: Monday ? Friday: 8:30am ? 5pm EST
? Email: [email][email protected][/email] "
