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Recent exchange experience with Product support.

Sam201176
over 2 years ago

Thought I'd share my latest experience with Garmin product support.....

Well I've had all sorts of problems with my Fenix 6x Sapphire BLK DLC restarting in and out of activity... I got an RMA to return it to Garmin, but there was huge confusion with the serial number.... When I tried to send my Fenix 6x Sapphire BLK DLC back for replacement that I bought directly from Garmin,they said I was mistaken and I had a Fenix 6x Sapphire GRY DLC, £150 cheaper than my £900 BLK... and thats what they would be replacing lol...
Why my watch had the wrong serial number I've no idea.... they tried to send me a Fenix 6x Pro too.... Anyway in the end they had to create a manual return form.... They agreed my watch must be a BLK version with leather band.
So I eventually sent it off on the 4th of July through UPS drop off....... They lost the package..... 15 days later after an internal investigation conducted by Garmin on my behalf, it turns up at Garmin... (fault UPS).

So I was looking forward seeing my new watch eventually after two weeks of proving to Garmin my watch is actually my watch and then another two weeks of the package being lost ... So I rang Garmin just to make sure its actually there, and they told me yes it is but we don't have any in stock to replace it with lol... Rofl.. They said at least another months wait.... So I suggested an upgrade....After half an hour they agreed to send me a brand new boxed Fenix 7x solor Sapphire Titanium instead at no extra cost as my Fenix 6x Sapphire BLK DLC is still £900 and the Fenix 7x solor Sapphire BLK DLC is £850ish...
I hope I made a good choice, it was all a bit rushed...

What being exchanged below....

  • 0 over 2 years ago

    You definitely made the right choice.  If nothing else, you get a flashlight :).  Congrats 

  • 0 over 2 years ago in reply to Dan.Boilermaker

    Yes now I've had more time to look at the Fenix 7x solor Sapphire, I'm very happy with the deal...

    Yes a flashlight is the feature I'm looking forward to, especially at night haha. 

    Thankyou : -) 

  • 0 over 2 years ago

    Well done! Good upgrade.

    It is beyond me how gen 6 costs more than gen 7. Garmin, get a grip!

  • 0 over 2 years ago

    So, are you complaining about Garmin support? Lol

  • 0 over 2 years ago

    you'll get no regrets, after months of usage, what is the best when upgrading, this is my opinions, other will have different

    - the touch for maps, that's crazy how it improve the usage, moved it from an emergency feature, to a commonly used for me (ie, EACH trip). Touch for me is useless outside of maps.

    - the watch is WAY WAY WAY faster : that's amazing when you load a long distance track (ie, a trail of 100km loads under SECONDS).

    - a lot of user interfaces adjustments, that leads to life quality improvement (summary of a run, etc)

    - the new features of the beta, are amazingly relevant, it's full of bugs yet, but when polished, will really change the game

    - yes the battery life is better.. really

    - gps tracks, when the gps do not bug... (ie showing you at a wrong place, software error as the track registered is good...), it's amazingly precise, you can tell if you run on the left of right of a trail !

    - the look, matter of taste, but I find the 7x much nicer.

    About what may surprise you at first :

    - there is more glare on the screen, you'll get stuck on it initially, then you'll forget ;)

    - buttons, our 6x had good buttons, well seasoned, and new ones feels mushy, none of my buttons where getting the same feeling initially. 6 months later, it's all good now....

    - razor sharp edges -> it's all good now, without any wear or whatever, just smoother, don't catch clothes any longer

    that's an overly good deal you made, do not worry, I absolutely regret nothing, except that I wasn't getting a deal as good as yours ;)

  • 0 over 2 years ago in reply to 8610996

    Thank you... Yes I don't know why either, the 6x Sapphire BLK DLC is the most expensive 6x version now, it used to be the solor with titanium band, but that's cheaper now?... 

  • 0 over 2 years ago in reply to Z

    Ha lol... 

    I think because the Fenix 6x I was sending back was a refurbished unit, cases might of got mixed up during the refurbishment?... 

    Anyway they know its their mistake, but I can't fault product support

    : -) 

  • 0 over 2 years ago in reply to Klick

    Thank you very much for your detailed reply.. much appreciated. 

    : -)

    I'll see what the screen is like in comparison when it arrives... and the button feel,nice to know they get better with time.. And good to know about those sharp edges. 

    A possibly better GPS trace is most welcome..and a faster processor... 

    Cheers : -)