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Fenix 6 replacement disappointment - any help? UK

SEANMDUNLEA
8 months ago

A few weeks ago my Fenix 6 Pro began to play up with poor battery life, button lag, GPS failing, etc... The watch was about 18 months old so I contacted Garmin customer service who were great with organising a replacement, UNTIL...

7 days after Garmin had notified me that they had received my watch, I got curious about when to expect the replacement. I contacted Garmin and was told that the replacement is not in stock (first I had been told) and that I could expect to wait 2/2.5 months for it to become available. I even asked if I could pay to upgrade to a Fenix 7 so I had a working watch but was informed this is not an option. I was offered a titanium version of the watch (original was black) which I don't particularly like. I was told the options are either wait or take the titanium version... 

Overall the customer service has been good and the person assisting me on live chat was great but I feel like I've paid hundreds for a top-end watch for it to break within two years, then be told wait 2 months or take this one that you don't like just feels a bit disappointing. 

I have read on the forums that plenty of people have had much better experiences with Garmin (https://forums.garmin.com/outdoor-recreation/outdoor-recreation/f/fenix-7-series/301366/recent-exchange-experience-with-product-support)

Any ideas?

  • +1 8 months ago

    Several months ago I sent in a regular non-solar Fenix 6X Pro for replacement, and received instead a solar titanium version. I was quite satisfied with that replacement, so I did not complain, but this seems to show that there is likely a permanent shortage of the basic F6 Pro variant.

  • 0 8 months ago in reply to tmk2

    Maybe you can ask for a Forerunner 645 as a replacement? It is also black and has the same software (I thnk) as the Fenix 6Pro. It is plastic though. Or ask for a 955. 

  • 0 8 months ago

    Garmin were great, after a call back to Garmin they managed to arrange a paid upgrade to Fenix 7… It’s not been dispatched yet after 8 days however fingers crossed it will be soon. 

  • 0 8 months ago in reply to SEANMDUNLEA

    After a long wait and further disappointment… After I called and managed to get a paid upgrade, nothing had arrived for a further three weeks despite each week being told it was in stock and will be sent each week. A final call to Garmin support and I got through to a hero of a customer support operator called Alex. I explained the situation and my further frustration to Alex with the delays and inaccuracy in what I being told. Alex said “leave it with me”, put me on hold, and came back informing me that he was able to upgrade me to an actual in stock model - the F7 Pro Sapphire Solar and that he has spoken to warehouse and it would be sent first thing. Two days later it is on my wrist. 

    After all that, it was solved with one phone call. Alex if you read this then thank you so much for your help and promptness, an asset to Garmin and restored my faith in the brand that was virtually non existent after that fiasco! 

  • 0 8 months ago in reply to SEANMDUNLEA

    My experience with the US online customer support is also like this: mostly it depends on which agent you fell. There are some that know what they do and really help, but most just send unrelated links without even trying to understand your problem. Some are so bad that if I see their name in the chat I rather close the chat and start over just not to waste my time (because they wasted so much of my time in multiple occasions)