Related
Options
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

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 Ɛpsilon

    I agree partly. From what I've seen it depends on who you speak to. My first two people have been great, gave me the experience I was expecting. I think if it was anybody else it might be a different experience. I don't think asking someone to please be courteous is vinegar but defiantly feel this was a trigger. 

    Just to be clear this post started as:

    1: 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.

    Answers are as expected Garmin have and do wave this:

    https://forums.garmin.com/outdoor-recreation/outdoor-recreation/f/fenix-6-series/285365/fenix-6x-pro-reboot-loop-dec-2021

    2: 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:

    I'm not complaining about the warranty. I'm complaining about the individual but the individual you are unhappy with is sending this as a defence.

    "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."

    Even if it was as some of you have shared it was fine behaviour, then I would have liked to have heard that from someone else at Garmin. 

    I know many of you may have had many good experiences. I do not feel I have. I've been a Garmin Fenix 5X pro and Garmin Fenix 6X Pro user and this will be my last.  After-sales care is paramount to me. And it needs to be a unified experience with all team members.

  • 0 over 3 years ago in reply to 3459613
    3459613 said:
    out of warranty that is only 2 years and 4 months old.

    Note : Out of Warranty. the 4 months is immaterial. After all if 4 months is acceptable to bend it, why not 4 months and 1 day.

    And she did not say you could not complain about them. They said there is not a specific process. You forward it to product support. She herself said she could advise you on how to proceed.

    Look at it this way. Do you want to pay £175, or £859? Warranty's are there for a reason. They've offered you a £500+ discount on a replacement.

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

    I've read your post over and over again and I still don't see any rudeness or anything unprofessional on Victoria's part.  It seems to me she didn't give you the answer you wanted to hear about a replacement, so you then wanted to escalate the situation by wanting to speak with someone else and falsely claim Victoria was rude and unprofessional in hopes it would booster your chance of getting your way. 

  • 0 over 3 years ago in reply to 3459613
    3459613 said:
    After-sales care is paramount to me. And it needs to be a unified experience with all team members.

    It is for everyone. Trying to pull rank and escalate it to get something that is not guaranteed isn't seeking a unified experience. After all, if its a unified experience that people get free out-of-warranty replacements - than the warranty is meaningless.

  • 0 over 3 years ago in reply to Former Member

    And a quick Google confirms that Polar and Suunto offer a two-year warranty, as do Coros. Coros offers a cheaper out-of-warranty replacement service but it's US only.

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

    Some people just feel they're entitled and rules, regulations, or a warranty doesn't apply to them.  They'll even falsely convince themselves that they been treated poorly to enforce that belief.  It the OP truly believes they have been treated rudely or unfair, they'll be facing a lifetime of disappointments.

  • 0 over 3 years ago in reply to Former Member
    Some people just feel they're entitled and rules, regulations, or a warranty doesn't apply to them.  They'll even falsely convince themselves that they been treated poorly to enforce that belief. 

    Or I've received a better customer experience elsewhere and this is my yardstick. 

    You are saying is because of the Warranty and overlooking the fact that it came after I asked Victoria to please be more courteous. 

  • 0 over 3 years ago in reply to 3459613

    She was never un courteous. You say about better customer service elsewhere as if getting a free coffee once means you can now expect other firms to do the same. Your watch is out of warranty, end of.

    In all fairness they were never rude, or obstructive. They set out the process clearly, it's just you think you can Karen a new watch out of them, Your warranty has expired. Anything else is at Garments disposal and in all fairness, a little more honey from the start nay have yielded better results but you immediately jumped to offence. 

  • 0 over 3 years ago in reply to Ɛpsilon

    This is not the model for aftercare.

    Ɛpsilon said:
    Your watch is out of warranty, end of.
  • 0 over 3 years ago in reply to 3459613

    Warranty periods exist for a reason, they have fixed lifetimes because of a reason. You cant just assume that any device you buy can be replaced FOC at any time.