Here's a tightened version — same points and requests, cleaner grammar, and a bit more forceful/professional tone throughout:
Dear Garmin Support Team,
I am writing to formally lodge a complaint regarding my Garmin Epix Gen 2 (serial # 74Q001170). I purchased this flagship device for €1,000, expecting the premium build quality and long-term product lifecycle that Garmin markets. Instead, after just three years of normal use, the watch is suffering from multiple severe hardware failures: the battery drains abnormally fast, the heart rate sensor intermittently stops working, the buttons no longer respond, and the AMOLED screen has developed permanent burn-in (image persistence).
I am deeply disappointed that a premium device has degraded this badly through no fault of my own, but through internal component and system failures. When I contacted your support team, I was told that this permanent screen degradation is considered "normal behavior," and that my only option is to pay an additional €230 flat fee for a refurbished replacement unit — one covered by just a 90-day guarantee.
My question is simple: why are these failures occurring on a premium watch under moderate, normal usage? And what happens if the refurbished replacement develops new issues after that 90-day window — which, from what I've cross-checked, is not uncommon?
From a consumer standpoint, your current resolution policy is unacceptable for the following reasons:
- System failure, not user error. I used the watch exactly as designed. The battery drain, sensor dropouts, and screen degradation are internal component failures, not the result of misuse.
- Denial of expected product lifecycle support. A €1,000 investment in a premium flagship product carries a reasonable, legally grounded expectation of long-term support. A device positioned at this price point should have guaranteed spare parts, repair options, and full manufacturer support for at least 5 years from purchase. Offering a refurbished swap using discontinued components after only 3 years falls well short of that standard — and backing it with just a 90-day guarantee compounds the problem.
- Exorbitant total cost of ownership. Paying the additional €230 would bring my total spend to €1,230 over just 3.5 years, only to end up with a refurbished, discontinued unit carrying the same failure risk and a mere 3-month warranty.
- Unfair financial advantage for Garmin. If I return my current watch, Garmin can repair the screen and sensors at a negligible internal cost and resell it as a refurbished unit to another customer. Charging me an extra €230 while acquiring a repairable flagship device in return means Garmin profits twice from a single customer transaction.
- Ecosystem defection. I switched to Garmin from Apple specifically because of your reputation for rugged durability and fair customer service. Being pushed into a costly replacement cycle for a device failing across multiple hardware fronts makes it impossible to justify staying within the Garmin ecosystem — my old Apple Watch, purchased well before the Epix, still works flawlessly.
To date, I have been unable to get a satisfactory answer through either the local Greek distributor or Garmin Support directly.
To resolve this matter, I am requesting one of the following two outcomes:
- Option A: A replacement Epix Gen 2 with a proper minimum 1-year warranty, given that this would be a unit thoroughly inspected by Garmin.
- Option B: A significantly higher loyalty discount toward upgrading to a newer device — one that offsets the substantial financial loss on my current failed unit and reflects the 5-year product lifecycle a premium device should reasonably deliver.
I look forward to your prompt response.
Sincerely,
Theodoros Zoes
