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Getting fobbed off with a Recertified device

2509391
8 months ago

My Garmin Epix pro 2 51mm has developed a fault with the start/stop button (jamming) so I’ve contacted Garmin support for help having followed their troubleshooting tips including soaking of the watch in warm soapy water which unfortunately hasn’t worked. My original watch was replaced by Garmin due to poor buttons when it arrived with a brand new sealed watch. This time round Garmin are saying the device requires replacing but it will be a ‘Recertified device’ which I’m not overly happy about considering my watch is less than 12 months old and the cost of the watch when it was new I was expecting a better service rather than in theory a 2nd hand device!! It’s disappointing for a watch that has a 2 year warranty!

Just to clarify I’m the original purchaser of the watch i.e not purchased 2nd hand.

Has anybody had similar dealings with Garmin?

Interested to hear people’s thoughts if possible?

Thanks in advance 

  • 0 8 months ago
    2509391 said:
    Has anybody had similar dealings with Garmin?

    I have in the past received a refurbished watch from Garmin. The watch was indistinguishable from new. Also, I believe this has the potential to work better than any new device as it has gone through additional QC testing to avoid repeating the issue. This was on an epix (Gen 2) non pro. with a stuck button. So far, so good after nearly a year with the replacement.

    I just checked the warranty - Consumer Limited Warranty | Garmin

    Garmin may, in its sole discretion repair your product with comparable parts or replace your product with a comparable Garmin product (new or a Garmin Recertified replacement), or offer a full refund of the purchase price.

  • 0 8 months ago

    Over the last 10 years I've gone through a warranty replacement process several times. Each time I received a refurbished/recertified device. Those replacements always looked and worked like new, and on one occasion the replacement device - although refurbished - worked even better than the original purchase (the replacement had improved display backligh). I never had a reason to complain.

  • 0 8 months ago

    seems a bit of a cheek offering a refurb. could you not just refuse and ask for "a full refund of the purchase price" which may force their hand?

  • 0 8 months ago

    Although it is nice to get a brand new device, Garmin have no obligation to do that (at least under UK law). Why exactly do you feel they should swap your 'used' device for a new one?

    As others have said, I have received a recertified Garmin device (GPSMAP 66sr) and it was like new.

  • 0 8 months ago in reply to 4261461

    Having previously had a new device for the same issue I’d expect it to be the same this time round? Pleased you’ve had good experiences with your warranty claim 

  • 0 8 months ago in reply to 3086453

    Yeah that was my thinking especially when they provide a 2 year warranty. I don’t think they’d offer a refund as I didn’t purchase the watch from them directly unfortunately.

  • 0 8 months ago in reply to 2509391

    It is typical in these sort of warranties to supply a recertified device. It avoids you having to return your device and wait for it to be repaired. If they don't have a recertified device, they supply a new one. This is what will have happened previously.

  • 0 8 months ago in reply to 2509391

    So you have no contractual relationship with Garmin. If you have an issue with not getting a new replacement, you would have to take it up with the reseller you got it from and I suspect whatever country you live in, they only have an obligation to get it repaired.