Warranty Conditions vs Watch Replacement

How do you know it was not new?

Hi,

When I was going through the replacement "adventure" I got the following notes in the e-mail from Garmin - check the last point:

• UPS Tracking Numbers can take up to 24 hours to show on the UPS Tracking Website
  
• We recommend using adequate cover when sending the device to us as Garmin are not liable for items lost in transit.
  
• Please return the device only, not the accessories unless otherwise stated. Do not include original box or manual
  
• You will receive a newly overhauled replacement. Our newly overhauled (NOH) devices are devices that have been returned to Garmin to be factory refurbished. Newly overhauled devices go through extensive testing to bring the units up to the same specifications as when they were manufactured as new, maintaining high quality standards.
  

So, it seems like they are not promising a new device. In my case, however, the replacement I got seemed totally new to me (no scratches, protective foil on the screen etc.)

How do you know it was not new?

You can see in the pictures below that it's not new.

Some scratches in the glass and clock crown, a dent in the sensor area, dirt in the connector, bad protective foil...

Hi,

When I was going through the replacement "adventure" I got the following notes in the e-mail from Garmin - check the last point:

• UPS Tracking Numbers can take up to 24 hours to show on the UPS Tracking Website
  
• We recommend using adequate cover when sending the device to us as Garmin are not liable for items lost in transit.
  
• Please return the device only, not the accessories unless otherwise stated. Do not include original box or manual
  
• You will receive a newly overhauled replacement. Our newly overhauled (NOH) devices are devices that have been returned to Garmin to be factory refurbished. Newly overhauled devices go through extensive testing to bring the units up to the same specifications as when they were manufactured as new, maintaining high quality standards.
  

So, it seems like they are not promising a new device. In my case, however, the replacement I got seemed totally new to me (no scratches, protective foil on the screen etc.)

Yes, I received the same indications, less the last one... I didn't get any kind of indication about the status of the replacement.

Then maybe it wasn't a replacement after all. Maybe they sent you back your old watch, fixed.

Not actually tmk2, it has a different serial number. Moreover, I know my old watch, several months going out together...

I have fresh news...

This morning I sent a mail to Garmin Spain by explaining the situation and I've just received feedback from them.

There is neither comment nor explanation about the pictures I sent, only a new RMA number. I see I have to start again all the process...

In Denmark (also part of the EU, so more or less the same consumer protection law), I have had my Fenix 3 replaced two times by Garmin Denmark. The first time I received an apparently new watch in original packing with all accessories (so I now have two charging cables). The second time I received an obviously used watch (but still in better condition than the one I returned...) in a non-original packing without any accessories. I assume that this was a defective watch which had been returned by someone else, repaired by Garmin and put in stock, waiting for the next customer (me) to return a defective watch.

The positive aspect of this practice is that in cases where the watch is repairable, I get a return watch very quickly without having to wait for a repair of my watch. On both occasions, the watches were shipped back to me the same day as Garmin received the defective watch from me.

The negative aspect is of course that I will receive a watch which has been (ab?)used by someone else.

We had a similar case which went to court in Denmark a year ago. When an iPhone had a warranty defect, Apple would return a refurbished iPhone. An iPhone owner went to court and won. The court's decision was not appealed by Apple. So now, when an iPhone has a warranty defect, Apple will either have to give the customer a new phone or repair the customer's own phone.

In other words: In Denmark, right now, Garmin's practice is illegal according to this court decision. And the court's decision was based on more or less the same consumer laws as you have in Spain.

Interesting info AllanOlesen67...

This afternoon I'll send again the watch to Garmin. I'll back to the forum once I have news about this topic, probably at the end of this week.

Thanks.

m.fisac,

its not unusual.

As I returned my Vivosmart, I read it somewhere in the papers along with the return that the replacement device must not necessarily be new, it could be an another returned product which got repaired by Garmin.

For the customer it is certainly not that nice, but from the economic point of view it is certainly a good thing.

Best regards
Christian