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Garmin Customer Service Experience!

So, I have the Halo issue on my Edge 1030 and although it's a minor inconvenience I decided to get the unit repaired/replaced under warranty.... well that was the plan.

On Monday 18th I contacted Garmin Support using the 'Email us' function, filled out all my details and hit submit.... I instantly received an email saying they had received my form submission... wow, this was looking good....

Since that, nothing, nada, zip, totally ignored....

Am I fed up?

I spent a considerable amount of money buying this and you know what, I can handle the bugs, glitches in software etc.... but to be ignored when I have reached out is unacceptable.

In all honesty I should have walked away from Garmin and bought a Wahoo, I had a complete nightmare with them when my Fenix 5X went wrong, that warranty repair cost me £50 in postage costs....

Rant over, really sorry but people really need to know what Garmin are like before they spend their hard earned cash on their products

0 md11pat over 6 years ago

My experience with the dreaded blue halo was quite the opposite of yours. After a lengthy wait on the phone a Garmin tech support rep acknowledged my problem and arranged for an immediate replacement, all of which was documented via email. Do you not have a customer support number in your region?

0 cheracogoff over 6 years ago

I suggest that you should not contact Garmin by email. I'm sure if you contact Garmin by phone you will get much faster and better service.

0 amb67 over 6 years ago

@md11pat- Thanks, i have emailed product support this morning and will call them when the lines open.

@cheracogoff- Thanks, it's a shame that the customer service is so poor, it wouldn't make up for the device issues but it may make it more palatable....

0 SUSSAMB over 6 years ago

Generally it's not, Garmin support normally bend over backwards to help but emails can take a while to be answered. If you want a quicker response do as suggested and call.

0 amb67 over 6 years ago

@SUSSAMB- Appreciate what you're saying but it's not always possible to call Garmin.... I work all week, leaving home at 06.30hrs, returning at 19.00hrs, it's not possible to make calls during my lunch breaks for various reasons. The only reason I can call today is because I've booked a days annual leave, something that I shouldn't have to do to get my Garmin device repaired under warranty.

Garmin UK provide an email communication function, why should that be treated less favourably than the telephone line, an archaic approach to customer service. IMO

Apologies for my language in my initial post, it was written due to frustration caused by this whole saga....

0 SUSSAMB over 6 years ago

Most companies take longer to answer emails than phone calls though. Good luck with calling today. Note if it's under warranty you can also take it back to the retailer.

0 Former Member over 6 years ago

My response from Garmin Australia was pretty good. It was lucky I was able to ring during my lunch break as it took 25 minutes to get through.

Trying to return my 1030 to the retailer would have been problematic as I deliberately bought from the US in order to get the US maps for a cycling holiday. I didn't need my local maps as I already had plenty of those from my old 810 and in my area I'd need to travel a great distance to be somewhere that really needed maps.

To my mind the thing that sucks is all the features that are advertised for the 1030 that still don't work. If I had bought a unit based on the advertising I'd be really fed up.
For me coming from an 810, I wanted a device that didn't lose data when it crashed, I wanted more screen space, better battery life (my 810 battery was failing), using strava segments and I liked some of the IQ apps. Most of this works ok for me.

But, again, if I bought based on the advertised functions I would be really unhappy

0 carlws73 over 6 years ago

Had the same over livetrack, had absolutely no response. Yet when I bought a new bike that had a slight paint defect. Bianchi could not do enough, took it back and re-sprayed it and they gave me a anniversary edition t shirt as a token of good will.

0 Garmin-Shawn over 6 years ago

Sorry for the frustration with the email delay. We have had a high volume of emails into the system that has led to a fairly large backlog. Please know that we will respond and are not ignoring your request.

0 amb67 over 6 years ago

@Shawn-Garmin - Thanks Shawn, I tried to call a few times yesterday but had no luck getting through, the customer support team must be extremely busy. I wasn't prepared to be hanging around on hold for hours on end.... I am off again on Monday so will try again then.