Back at the beginning of September, I sent my faulty RTL510 back to Garmin. It's now been a month and still no sign of a replacement unit. At the beginning of the process, Garmin had a website that would report on the status of when the replacement would ship. This provided multiple false dates and then two weeks later, the site stopped working altogether. After that, I called and emailed and was promised multiple dates that have subsequently been and gone. Now, unless the whole customer service department has been on holiday all week, they don't even reply. What kind of customer experience is this?
So, something is going on with the RTL510? Manufacturing issue? And why does their commerce site offer a 1-3 day turnaround?
For years I've been a Garmin advocate (Edge's 500, 510, 520, 810, 820, 1030, RLT500, RTL510, UT800, Fenix 5, Fenix 5+, Vivosmart, Vivosmart HR, Vivosmart HR+, Vivosmart 3), now, it may be time to start checking out other options. I can put up with their numerous software blunders, but a lack of courtesy is not happening.
Garmin - You could learn a lot from the Wahoo customer experience. #nothappy!
I'm still being fobbed off with non-answers, no timeframes, no nothing. Just sharing with the community that you may want to avoid Garmin Customer Service. They really are a shambles.
Hi Shawn, out of the blue yesterday I received a short/sharp email saying they'd suddenly come back into stock and that my replacement should arrive with me sometime soon. Nothing more specific than that. If you helped in sorting that - thank you. If you also have the opportunity to ask the head of customer services to review all the correspondence over 5-weeks, I'm sure they'd be horrified at how the case and communication was treated. It was a text book case of how to do everything possible to frustrate customers to the point of anger.
