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

kubek. said:

The seller can only refund my money

I would take this option. Then just buy a brand new watch with a fresh warranty. There is no point in being stressed about this. The solution seems simple enough.

are you sure it isn't a misunderstanding re the Eur 400 - as what they can tend to do is take a deposit (marks the funds on your Credit card but doesn't actually take it out) as they send you a new/refurbished device and when they receive yours the mark/deposit is returend to your card.

Difficult to tell as of course we havent' seen the letter - but just wondering if that is perhaps what they are referring to. As again seems weird they would ask for payment upfront to just check.

You can of course always escelate with garmin and is probably what you should do if they are asking for 400 eur just to check watch- its entirely possible that the contact person you are dealing with isn't following standard policy and or has misunderstood standard policy.

My understanding of Polish consumer rights is that you have a 1 year guarantee - and if I remember correctly its up toe seller to prove it wasn't an issue not you - i..e up to them to replace unless they can prove you damaged it. And that is why I would suggest escalating and reminding them about standard Polish consumer rights (note that you would have to check but as you didn't buy directly from Garmin this may mean having to go through the reseller and thus best to check with them first).

I chose Garmin's service first because they are supposedly the best and the seller is Amazon from a different country than where I live, so the return involves costs on my part. Additionally, I bought it at a good promotion, so I won't buy a new one for the refunded money. Today garmin wrote a new message where the case is developing as it should from the beginning. Shipping to the service center and inspection free of charge. When asked about these fees, they did not respond, so probably, as you wrote, someone did not follow standard procedures.

Yes but I bought it at a good promotion, so I won't buy a new one for the refunded money.

so I'll try again with the Garmin.

Hi. I sent the watch to a service center in Poland and after 2 weeks I received a reply that the damage was mechanical from the outside. I'm in shock. It is impossible. I had the watch checked by an authorized store and several friends, and they all confirmed that it was not external damage. the photo also shows that the surface is smooth. I am devastated because I know what I see and what strangers say. Is there any chance you could help me in this situation? At the moment, I am left with a new watch that has a defect on the inside and the Garmin service technician said that it can be felt under the finger. It's impossible, I checked it!

kubek. said:

I sent the watch to a service center in Poland

Why didn't you simply return the watch to the store where you bought it - as suggested?

I chose Garmin's service first because they are supposedly the best and the seller is Amazon from a different country than where I live, so the return involves costs on my part. Additionally, I bought it at a good promotion, so I won't buy a new one for the refunded money

I've been cheated on and I can't leave it like this. I specifically went to an authorized Garmin store to confirm my suspicions. Why would I send my watch to Garmin if it was just a scratch?! It does not make sense.

kubek. said:

Why would I send my watch to Garmin if it was just a scratch?! It does not make sense.

My sincere apologies for the bad experience. Please reach out again to product support in your country by telephone. You should still be able to get it resolved. You might need to speak with a Team Leader but we will stand behind your watch since it was received physically damaged when new out of the box.

Re ‘everyone says Garmin support is great’ well, er, no -not everyone says that to be fair. I’ve never had great support experience from Garmin across several of their product lines. Far from it in fact. 

I get the impression the US support is better than rest of world including U.K. and EU