Display defect and very bad garmin support - Epix Pro 51mm

Sorry to say. But how should we help you? This is mainly a user based forum and this seems to be a aftersales hardware problem. 

You will have to sort it out with the support by yourself or, if you have no luck and you think you are right, speak with a lawyer. 

Take it back from where you bought it, and request an exchange. There should be a return policy right?

kubek. said:

they wrote to me that I was a liar

This is not the Garmin I know. Did they actually write this, or are you assuming this? Are you sure you were dealing with actual Garmin Support?

but maybe someone had a similar problem and could help solve it.

Yes, the store has the option of exchange, but everyone praises the Garmin service and it seemed to me that it would be easier this way since the device is quite new.

Not literally, but instead of asking me for more photos or videos, they immediately said I wasn't telling the truth.
I'm as surprised as you are.

They asked me to pay 400 euros just so they could check it. This is absurd.

I understand that they need to see the device in person before making a decision.

I've heard so many good things about Garmin, but I guess something has changed.
This is very sad because the watch is new.

kubek. said:

they immediately said I wasn't telling the truth

By saying what?

kubek. said:

They asked me to pay 400 euros just so they could check it. This is absurd.

I agree, which makes me wonder if you were dealing with Garmin or not. Where are you located?

Garmin Poland...

I wrote to them again. Might change your mind...

The seller can only refund my money, so I have to talk to garmin.

You know, the worst thing is that you have a flagship device from a leading manufacturer and you see that some element is visible under the glass. And apparently the best service in the world replies that it is not. "It's a scratch, so we have to charge you 400 euros for checking it. If you're right, we'll give you the money back"

From your picture, it looks like a scratch in the "coating" of the screen glass. The top layer of the display's glass has an oleophobic coating which, contrary to the underlying layers of "Sapphire", scratches very easily. No one talks about this but the Sapphire glass is basically useless if the oleophobic coating on top of it isn't as resistant and will scratch very easily, and show ugly marks.

If you look at your display "problem" really closely you will see wavy lines indicative of the motion that led to the scratch. The screen does not have a "digitizer" so small and in such a size and position, the actual touchscreen digitizer spans the entire display. 

I too was fooled with my first Epix2 device that the Sapphire screen could hold up to scratches, but I have soon found out it was not the case, and had really bad scratches in the coating that looked very unaesthetical (especially when the screen was a bit dirty, not recently cleaned). I now have a glass screen protector installed, however stupid this decision might seem, I can replace it in an instant if it gets scratched or banged up, unlike the actual screen. 

Your best course of action as of now is accept it as it is or try to get a refund at your retailer and buy a new one, installing a screen protector afterwards. Cheers!

Yes, I know what you are talking about, but it seems to me that we are dealing with a different situation here because the "scratch" has a very specific shape and, most importantly, it is the condition after taking it out of the box. Click on my photo to zoom. Besides, I have the standard version, not the sapphire version.

Based on what you wrote, it can be concluded that this "shape" is found on the display under the glass.

The glass is in perfect condition.

Whatever it is, it is definitely not the user's fault. This is definitely a manufacturing defect under the glass.

I understand that Garmin needs to have the watch at "home" and check it.

I will be happy to send it to them, but why are they asking me to pay EUR 400 for the warranty claim?!