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I feel scammed by Garmin

SportyGirl
5 months ago

After have technical issues with a Garmin Fenix 7, I contacted Garmin customer support.

They offered to take in the watch for warranty, but to replace ot with a recertified unit. The watch I am returning is about a month old. We have the legal right to 2 years of warranty here, and a recertified only has a 1 year warranty. 

I would attach screenshot of the Garmin website showing it wants to return me the recertified model for a new model, but it won't let me add. Yet another thing that doesn't work properly?

I paid around €500 for this watch, and am outraged by the horrible service. 

I am furious. Have been a customer for Garmin for 10 years or so. Garmin you  just lost a regular customer with practices like this.

I will not be scammed like this.  Will return, sell, and get rid of all of my Garmin stuff. I am regularly asked by what sport watches people buy, and I will solidly recommend against Garmin with these practices.. I had ordered 3 watches for family and stuff, just before finding this out, and have canceled those orders too. You just lost about 800 Euro of sales, this holiday season alone from us.

 Play stupid games with stupid prices Garmin. 

Higher and higher prices, and lower and lower service. You have lost a regular and long term customer Garmin, and judging by some reviews more people are furious at you for this scam.

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  • +1 5 months ago
    SportyGirl said:
    We have the legal right to 2 years of warranty here, and a recertified only has a 1 year warranty. 

    The Garmin terms and conditions state the following (at least in Europe):

    A recertified device has a 90-day warranty. However, if the device is replaced within the warranty period of the defective device, the regular warranty period of the old device continues to apply

    If your defective device is 1 year old and you receive a recertified device, you still have a 1-year warranty on it.

    SportyGirl said:
    The watch I am returning is about a month old

    Then you still have a 23-month warranty on the recertified device - at least in Europe.

  • 0 5 months ago in reply to bluefish

    Okay, well that is good to know. Thank you

    Garmin customer service and Garmin management needs to do a better job of communicating that because a lot of people are up in arms about this. 

    When I searched I before I got the one year warranty thing. Given the amount of people besides me who are outraged, something is going wrong in the communication from Garmin's end.

    When I searched what you said I got the information you said on the Garmin website. They should add that link or text in the customer service mail or something. I even discusses it with customer service, and they didn't mention it.

    There can be multiple reasons a recertified watch can be fine, for environmental reasons for example. That for me isn't so much the issue, the issue was the tearing on the 2 year warranty.

  • 0 5 months ago in reply to SportyGirl
    SportyGirl said:
    Garmin customer service and Garmin management needs to do a better job of communicating that

    Here is the corresponding support article from the US site.

    The manufacturer's warranty is 1 year in both the USA and Europe. In Europe there is an additional 1 year statutory warranty. I cannot say whether this is also the case in the USA.

    https://support.garmin.com/en-US/?faq=YwZb6iyvff8q3W6oSQZt0A 

  • 0 5 months ago

    Within the EU you have better customer rights against the dealer who sold you the item as you have a contract of sale. You can state your quality issues and return your watch for full refund! This is always far better than the manufacturer warranty, for which you are often dependent on their good will.

    Just google for yor rights, so you can easily get your money back.

  • 0 5 months ago in reply to 5096437
    5096437 said:
    You can state your quality issues and return your watch for full refund!

    That part is no fully correct to my knowledge. The seller needs to provide a working product. So it is also allowed to send the customer's device to repair or replace it with a refurbished one. A refund is only the second option in case the seller cannot or does not want to replace/repair the device. 

  • 0 5 months ago

    In France, legal waranty duration is 2 years. When you receive a watch from support, whatever if the watch is recertified one or a new one, waranty is extended of mobilisation duration.

  • 0 5 months ago in reply to #Matthias#

    Well in detail you are exactly right, but for me it worked two times (Fenix 5 and now Enduro 3) without any hassle. The dealer only wanted to know if I would like a new watch or my money back. Perhaps they knew, that Garmin watches have their issues and replacing the watch wouldn't solve the problem.

    Legal warranty is better for the customer than OEMs warranty, because its the only way to get back the money. 

    Sad story, I'm sure this wouldn't be necessary if Garmin would have a decent software developing process.

  • 0 5 months ago in reply to PhiPhi
    PhiPhi said:
    In France, legal waranty duration is 2 years. When you receive a watch from support, whatever if the watch is recertified one or a new one, waranty is extended of mobilisation duration.

    ..“Les appareils recertifiés reçus dans le cadre d'un remplacement auront une garantie de 90 jours, ou le reste de la garantie de l'appareil d'origine, selon la période la plus longue.“..


    …“Recertified units received as replacements will have a 90-day warranty, or the remainder of the original unit's warranty, whichever is longer.“…

    https://support.garmin.com/fr-FR/?faq=YwZb6iyvff8q3W6oSQZt0A 

  • 0 5 months ago in reply to 5096437
    5096437 said:
    Sad story, I'm sure this wouldn't be necessary if Garmin would have a decent software developing process.

    Common to all the brands, the need to bring new gears to life as quickly as possible leads to greatly reduced debugging time. What concerns me most are the fw regressions.