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

Poor Customer Support

haggis65
over 4 years ago

I am having a nightmare with CS.  My 1030plus is having GPS accuracy issues.  OK, these things happen and I want to resolve it them, problem is that CS simply do not read my emails.  I am passed around from pillar to post, the only consistency being the complete failure to read my emails and respond to what I am telling them.

I would be better served by a bot.  I have spent thousands of pounds on all the top end Garmin products, trainer, peddles, watches, head units, I have been a great customer and yet am treated like an inconvenience.

Wahoo here I come.

  • 0 over 4 years ago

    In my experience, the best way to have a positive experience with Garmin Support is using chat or phone call. Emails can sometimes take weeks to convey a simple message and receive a productive response. I especially like to use chat, since I then instantly have a record of the transcript along with a case number.

  • 0 over 4 years ago

    With your consent, I can look at your account to see what may be causing the delays on your email responses. 

  • 0 over 4 years ago

    I dont know why people dont pickup the phone and call. There are some wonderful people in the costumer service department and they really care.

    I have needed my fenix 6 replaced when it failed and they replaced my Xero A1i when it would not update. Both times we went through troubleshooting steps and I even sent a video of the issues.

    Every time they have taken care of the problem to my satisfaction.

  • 0 over 4 years ago

    It’s a shame you have had a negative experience. I have had a couple of issues over the past few years but I’ve used live chat or phone and both instances were resolved within a week. One was a free replacement and one was out of warranty so I agreed to pay half for a refurb unit, 

    I cant fault their customer service so I hope you get your issue resolved and start enjoying your 1030 plus. 

  • 0 over 4 years ago in reply to propeljon

    Agree, and the issue is not that "critical" 

  • 0 over 4 years ago in reply to krazyeone

    Great that you have had such positive experiences, I have not.

    That you don't see this as a critical issue is a valid opinion, my view is that I have a Wahoo that cost less than a third of my 1030plus and I have no issues with it.  I am heavily invested in Garmin and want it too work, hence my frustration with the lack of engagement.

  • 0 over 4 years ago in reply to haggis65

    Are you on the latest gps update? And firmware? Also what do you have selected, gps, glonnas, Galileo? I have a friend that has had trouble on a strava segment that goes under trees with a 810 so coverage isn’t always a guarantee, What sort of environment are you riding in.

    I used to work for a cycle shop and we used to sell a lot of wahoo’s and we still had customers bringing them back as they also had a few issues. Try and work with Garmin on live chat because the 1030+ is worth it in my opinion. 

  • 0 over 4 years ago in reply to propeljon 
    I've been contacting garmin support for months and i'm become their beta tester but with no results (i have 1030+, their "top" device). The gps update that fix is yet to come out and we hope they do very soon, i am very disappointed with garmin.
  • 0 over 4 years ago in reply to propeljon

    I sold my 810, 2 years ago because it was bad for the segments 

    Wahoo roam i had it for 2 months ,great and simple, but strava segments for longer segments din not always work

    For 1030 I (almost) never have issues with accuracy , altrough it can be infuenced by different factors