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Tech support not providing any support

WD
over 1 year ago

How do we get support when support doesn't ever respond. I've had a ticket opened for weeks. Seemed to pretty mush stonewall me, and goes days to weeks without any feedback. My ticket is

Re: Tracks << Ref: 24961356K1 >> <Q#:1003700>

All she does is regurgitate the same questions, over and over. I give her the answers, and she asks again, and again. Come on...fix the support issue already.

Top Replies

  • over 1 year ago +1 verified

    Hello  I apologize that our support team has been unable to resolve the issue for you. I've gone ahead and sent you an email directly and I can help you get this issue resolved. I have edited the post…

All Replies

  • 0 over 1 year ago

    I've spent the last 7+ weeks dealing with support and it can be very painful. I would suggest the following 

    1. Request an escalation 

    2. Submit a new request, you'll likely get someone different. You may have to start over but you can reference the existing ticket if you want

    3. Let them know exactly what you want, and when (e.g. you want confirmation they are working on the issue and an idea of when it might be resolved) and if you don't get it, go everywhere you can (garmin website, trustpilot etc.) and give them a negative review. Sadly doing this stuff publicly often gets you special treatment. 

  • 0 over 1 year ago

    Ask to have the ticket escalated.

    I can't tell how you are communicating with support. Based on forum feedback, email rarely works. If at all possible, use chat or phone. 

  • 0 over 1 year ago in reply to 7715122

    I have explicitly asked, and received NO response. This support person has just completely ignored the request. I guess a call to some consumer protection type agencies is about my only option at this point. I'll just file complaints, but I doubt I get any resolution from Garmin.

  • 0 over 1 year ago in reply to WD

    You did this?

    twolpert said:
    use chat or phone. 
  • 0 over 1 year ago in reply to seilogramp

    Yep. I started the process with a Phone call... i did finally get a response yesterday. It said

    "still working on this"... lol

  • +1 over 1 year ago

    Hello  I apologize that our support team has been unable to resolve the issue for you. I've gone ahead and sent you an email directly and I can help you get this issue resolved. I have edited the post to remove the support agents name and will be locking this post. I will continue to work with you directly to resolve this issue for you.