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Negative customer experience

3459613
over 3 years ago

Hi,

I had a fault develop on Fenix 6X pro. The device will freeze and no longer respond. This started about 3 months ago but has started to increase.

I'm keen to hear if anybody has been told they must pay £175.38 GBP for out of warranty that is only 2 years and 4 months old.

I'm also keen to hear if anybody here has been dealt with so poorly by an individual who tells who then tells you that you can not complain about them: 

"Garmin does not have a specific complaints process. All complaints are handled by us here at Product Support and as a senior member of staff myself, I am in a position to correctly advise you on our processes and the terms of conditions of our warranty."

My issue was the lack of customer service.

[10:52:55] Victoria: We have 3 working day SLA time for reference, we will get back to you in that timeframe,, please allow for this.
[10:53:48] Me: Can you confirm receipt of the email received please. I do not get any confirmation that it was received
[10:55:15] Victoria: Yes, we have the email. You just need to allow our timeframe for response.
[10:59:04]  Me: Please do understand that as a customer there is no knowledge of this timeframe and you are telling me as though it is common knowledge. I would appreciate some courtesy in your communication. Thank you.
[11:00:55] Me: No problem. I will pass that feedback on. 
[11:01:03] Victoria: Thanks for contacting Garmin today, you will shortly receive a copy of the chat transcript via email. If you need any further help please visit our Support Centre. I hope you have a good day!
[11:01:10] Victoria: The conversation has ended. If you still need help please get back in touch!

Not a good way to build customer loyalty. 

Moderator: Voicing our dissatisfaction is welcome as long as we are civil and on topic. We will not allow personal attacks against a user (volunteer moderators, forum members, or Garmin employees), or violate the terms of use for these forums.

Thank you for your contribution

  • 0 over 3 years ago in reply to Martin868

    There are two users with only numbers in their username. I think you're responding to someone else besides the OP who was complaining about lack of out-of-warranty replacement.

  • 0 over 3 years ago

    You still have legal rights as a consumer, but you have to complain through other channels than Garmin direct. I assume you are in Great Britain, take a look here, remember to choose the right region, this is for England:

    www.citizensadvice.org.uk/.../

  • 0 over 3 years ago in reply to Martin868

    Thank you, Martin. I went through the factory reset with the original customer service member. I said I would monitor and get back if it fixed it. The watch froze again. The next customer service member asked me to connect it and delete files. They also asked me to send a copy of the receipt date I purchased it because they had no way of knowing.

    My issue with the poor service occurred when I spoke with Victoria and to me, she took offence when I asked her to have some courtesy. 

    Let me share the timeline in order:

    [Chat]
    [10:52:55] Victoria: We have 3 working day SLA time for reference, we will get back to you in that timeframe,, please allow for this.
    [10:53:48] Me: Can you confirm receipt of the email received please. I do not get any confirmation that it was received
    [10:55:15] Victoria: Yes, we have the email. You just need to allow our timeframe for response.
    [10:59:04]  Me: Please do understand that as a customer there is no knowledge of this timeframe and you are telling me as though it is common knowledge. I would appreciate some courtesy in your communication. Thank you.
    [11:00:55] Me: No problem. I will pass that feedback on. 
    [11:01:03] Victoria: Thanks for contacting Garmin today, you will shortly receive a copy of the chat transcript via email. If you need any further help please visit our Support Centre. I hope you have a good day!
    [11:01:10] Victoria: The conversation has ended. If you still need help please get back in touch!

     

    11:03 [Email]
         Hi

    Thanks for coming back to us.

    In terms of exchange the process we have is that you return the faulty device to us, once the faulty device has arrived with Garmin a replacement will be sent within 3-5 working days providing we have stock avalible. As the device is out of warranty there will be a fixed exchange cost of £175.38 GBP  to do this. The service we offer is a like for like exchange service. The replacement will be recertified and come with a 90-day warranty. 

     I am afraid we will not be honouring the warranty for you as requested. 

     ------

    The reason for asking others of experience of what they do was to identify the 2-year mark was a hard and fast rule. It is not. As it appears to me, I feel Victoria has taken offence to my honest feedback. I might be old fashioned but I believe customer service means courtesy. 

    -------

    When I send an email asking to review Victoria's handling but Victoria responds example I get the response from Victoria:

    ----

    9.05 10 Feb 2022 [Email]

    Hi ,

    Thanks for getting back to me.

    As previously mentioned Garmin does not have a specific complaints process. All complaints are handled by us here at Product Support and as a senior member of staff myself, I am in a position to correctly advise you on our processes and the terms of conditions of our warranty.

    We have advised on more than one occasion at this stage of the service we can offer you in terms of the out of warranty replacement for your device that is 4 months out of the warranty period. We do not extend the warranty I am afraid.

    I am sorry this is not something you wish to procced with however we will not be escalating this any further.

    There are no further comments we can make here, and we now close any further emails in debate of this as this is no longer a discussion to be had as everything that can be offered has been suggested. 

    Kind regards,

    Victoria

    Garmin Europe

    -----

    It's a poor culture of Customer Service at Garmin with people who act as though they are beyond reproach.


  • Former Member
    0 Former Member over 3 years ago in reply to 3459613

    You gotta help me out here.  Where was she rude, offensive or unprofessional in her email?  From what you posted she was informative, honest, polite and professional. 

  • 0 over 3 years ago in reply to Former Member

    Yeah, gotta agree. She was courteous and professional. You just wanted something she couldn't give you. That's not rude and it's not poor customer service. It's just the way it is when you're out of warranty.

  • 0 over 3 years ago in reply to 3459613

    Why does this warrant a thread? I don't see the discourtesy here, to be honest. It looks like you want to publically name and shame a specific customer service employee for not giving you a new watch for free. 

    I find that really questionable behaviour, but maybe that's just me. 

  • 0 over 3 years ago in reply to Niterider4

    When she opened with the SLA template it was not a good start. But after I asked her to please be more cautious she sent "No Problem. I will pass that on" then shut the chat. The template messages after is standard.


    [11:00:55]     Me: No problem. I will pass that feedback on. 
    [11:01:03] Victoria: Thanks for contacting Garmin today, you will shortly receive a copy of the chat transcript via email. If you need any further help please visit our Support Centre. I hope you have a good day!
    [11:01:10] Victoria: The conversation has ended. If you still need help please get back in touch!


    2 minutes later she sent the email.

    "I am afraid we will not be honouring the warranty for you as requested."

    As a customer, we can all decide what is good customer service and which is not. For me, how she handled this and the follow-up emails is a negative customer experience. 


  • 0 over 3 years ago in reply to 3459613

    "[10:52:55] Victoria: We have 3 working day SLA time for reference, we will get back to you in that timeframe,, please allow for this."

    Sorry I don't see any rudeness here at all. She's telling you up front a timeline to expect a result. And there's no warranty to honour by your own admission, its expired by nearly half a year

  • 0 over 3 years ago in reply to Ɛpsilon

    Is there more to this than meets the eye, as I have to admit my own experiences with Garmin UK have been stellar and they've always gone above and beyond. Working in a support role for many years, I've learnt that honey always gets far better results than vinegar,

  • 0 over 3 years ago in reply to 3459613

    Sorry, I don't get this at all. This exchange was completely appropriate IMO.