I wouldn't normally resort to social media to make a complaint but having exhausted all other avenues without success here goes.
Shame on you GARMIN (Europe Ltd) for your shocking customer service and complete disregard for those who have bought your products.
In February I purchased one of your top end Fenix 5 hiking watches and almost immediately it became obvious that there was a problem with the sensors; the altitude reading changing from the depths of the deepest ocean to the top of the highest mountain within a few hours, all while never leaving the house, the temperature and barometer going haywire. Hardly fit for purpose and not something that was an issue with the previous generation Fenix 3 I owned before.
Upon first contacting GARMIN I was told it just needed a reset, which did nothing to resolve the issue. After further correspondence GARMIN eventually admitted that there was a known problem with this watch but could not give a timescale for a fix.
With a bit of web research I then find out that GARMIN had known of the fault for months but had continued to market the watch.
So 6 months pass with no contact and no fix or even a timeframe for a fix. But GARMIN found the time to develop and market an upgraded watch (Fenix 5 Plus). So I contact GARMIN again and this time was offered a brand new like for like replacement.
And what happens? 3 weeks later I am still without a replacement because there are none in stock. I had to phone customer services to find this out and have basically been told I will just have to wait.
My request for compensation has been refused.
My request for the upgraded model has been refused.
My request for reimbursement of return postage charges has been refused.
My most recent correspondence, including letters to the CEO have not been responded to.
So GARMIN, how long am I expected to wait for a replacement to arrive? I'm out of pocket and don't have the watch! And what guarantee do I have that any replacement won't exhibit the same problems since GARMIN don't yet seem to have come up with a fix for the fault.
I've had many GARMIN products over the years but it looks like I'll be needing to look elsewhere in future unless GARMIN can quickly restore my faith in the company and its products.
Over to you GARMIN!
