My Mk1 dead after less than 10 months

Garmin’s support team is pretty good. I had to send mine in for a replacement. They’ll give you 2 options (unless they’ve received enough back to send you a refurbished model): 1. You send your watch face (yes only the watch face, you keep the bands and charger) and once they receive it, they’ll send a new one or 2. They’ll charge your cc for a new watch, send it out and then credit you once you send your watch back.

atj777 Sorry to hear about your Descent Mk1, I know how much you personally use it. Please feel free let me know how your interaction with support goes, and if you run into any issues let me know too.

It appears the Australian support team are pretty much useless. I rang them at 8:30am on Thursday and told them the problem. They logged it and I was told they would send me an email asking for proof of purchase and photographs of the watch and once I responded they would send me an email with my options. I responded immediately (before 9am) and have not heard a thing back from them (it is now 11pm Friday).

While I understand it is the "holiday season", they are a service industry and need to continue to provide that "service" during all periods.

A replacement for me should in theory be easy as I literally drive past Garmin Australia's office every time I dive (and pass within 100 metres!).

I was very happy to recommend the Mk1 to fellow divers but I doubt I will now. Poor quality hardware (how can a button wear out in under a year) and poor support.

I fear that even if I get a replacement, it will only have a warranty until 12 months after my initial purchase so it will only be warranted for 2 months. I will be speaking to the Fair Trading Office in my state to find out what my legal options are.

I don’t know how it works in Australia but here in the states, if they send out a replacement, you have the full warranty again. Now that’s assuming it’s new, not quite sure about a refurbished model but I doubt they have enough back yet to send you out one.

Damn. I just received a bunch of emails that must have been stuck on the server all weekend. Including one from Garmin Support about returning my watch. What is weird is received the one from the Team Leader before the one from the support person but the latter was sent first (but I can't tell when). I could have taken the watch in on Thursday or Friday,

I worked with the Team Leader of the Customer Support team here in Australia. He organised for me to go into the Garmin office and I gave them my broken body (I kept the bands, etc) and they gave me a new Mk1 in box.

While Garmin’s presence here on this forum and updates are subpar for this model, Garmin’s support is outstanding. Above most other companies that I’ve had to deal with.

Their telephone support, at least here in Australia, does not appear to be all that great. I expected more in this case and it was next to useless the other two times I called them.

Once they kicked in on organising the replacement, they were awesome. While the warranty is officially 12 months (and will be 12 months from Monday on the replacement model), they will go far beyond this if the issue is not normal wear and tear, or user fault.