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I need the official statement from Garmin.

BhootZ
4 months ago

I recently bought the Marq 2 aviator with a life span expectation of 5-7 years. Approx $2500 isn't a cheap price to pay for a consumable. Needless to say, it matches with my professional interest and hence I made the purchase.

I'm being honest that I didn't really care for the watch, it's a Garmin and well the metal bracelet screw attaching the strap to the end lug came off and went missing. No worries, I thought, it's just a screw, no use breaking a sweat over it. Oh, well. I couldn't be more wrong. After a few to and fro mails with the official supplier/distributor, I was sheepishly asked for my phone number and then I got a call from the 'distributor', stating that the 'garmin policy' is to sell only metal bracelets and not sell only screws or service straps. The bracelet is titanium so it costs almost 25% the cost of the watch. 

I'm here to ask Garmin for their official statement, before I decide how to proceed with the case at hand. The screw pointed by the red arrow is missing. I just need that one screw.

  • 0 4 months ago

    I suggest calling Garmin Support directly.

  • 0 4 months ago

    I understand the frustration, and hope you get a better answer directly from Garmin Support, but if you need to fix it quickly, ask a local jeweler, whether he could not replace it. Quite possibly it is a common screw that can be replaced easily, and at a negligible cost.

  • 0 4 months ago
    BhootZ said:
    I recently bought the Marq 2 aviator

    Anyway, if you've bought it recently, the watch is covered by the warranty, and it includes a broken strap, too. It is confirmed in the document https://support.garmin.com/en-US/?faq=tyvw1B28VW6h1NBbdibaA9 : 

    If the band has broken within 12 months of purchase, please contact our Product Support team and include your Garmin Connect account email address and the watch’s serial number (printed on the back of the watch or where the band attaches to the watch body).

  • +1 3 months ago

    After getting the same run around from Garmin, I had that same screw replaced ar a good watch repair shop for $20.

  • +1 3 months ago in reply to 5425620

    Proves again that Garmin does not care about it's customers (at all), even not for the ones who buy their most expensive stuff. If they want to keep developing a more luxury segment, that is definitely not the way how to do it.

  • 0 3 months ago in reply to Dan.Boilermaker

    They asked me to either buy a replacement strap for $700 or come in person across the country to deliver the watch in person, since they don't accept any repair jobs via mail. I loved their service. /s. Also I work at a reputable airline and have warned fellow pilots about trusting such a brand. If a company doesn't support their product, I don't support them. Simple. 

  • 0 3 months ago in reply to trux

    I did the same, but I was shocked at the blatant replies of the service center, so casually asking me to buy a $700 dollar strap... For a missing screw... Yes I can afford $700, but I would never pay it to someone trying to fleece me.

    I found a watch repairer friend who did it for me for free..l the screw isn't a perfect match, but it still doesn't look like a $700 expense.

  • 0 3 months ago in reply to 5425620

    Thanks. I did the same. I hope Garmin is reading how their customers are treated. Continue like this and I'm sure they won't survive for long. This is my first and last Garmin and I'm sure anyone who's running into these issues are thinking the same.

  • 0 3 months ago in reply to aleksiz

    First and last one for me I guess. I'll save money for a brand which earns money through hard work and not cheating. I'm sure even rolex and Omega don't act this 'cheap'. My Breitling bracelet adjustment of the chain was done 3 times all free of cost. Once when I got the bracelet, the next time coz I thought it was too loose and next time because I was wrong and it became too tight. Not a penny charged.

  • 0 3 months ago

    This is a user forum. If you just want to vent, try Twitter. 

    As already mentioned, any competent local jeweller could fix that in 5 min.  It's a standard screw FFS. I'm not quite sure why you are insisting that Garmin fixes something that you lost. Are you trying to make it more difficult for yourself? 

    I'm not sure that you would get a much different response from any other manufacturer, even at ten times the price. Breitling BTW don't do bracelet adjustment.  It's done by a dealer (at the dealer's cost).  Also, if you think £2,500 is a lot for a watch then maybe the luxury end of the market isn't for you. I have a couple of Omegas and I've been quoted more than that for a manufacturer repair (although again typically a tenth of that from a dealer of course). 

    Personally, I've generally had great service from Garmin.  It's possibly luck, possibly how reasonable your request is or possibly how polite you are to them.