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Garmin International Support - THANKS

JG_Webb
over 4 years ago

I had problems with my Forerunner 945 displaying any reliable VO2 MAX.  As always with newer watches, things like a Factory reset are not immediate and can require time for the watch to stabilize.  As time passed and we tried a number of things, I became more and more concerned this was going to affect any resolution if I had to return the watch.  Living out of the US became even more concerning.  In the end, two reps stood out.

Kevin and Stefanie were fantastic and restored my faith in Garmin.  These two reps, understood the `problems associated with returning the watch internationally and helped me through this.  I was at the point of throwing up my hands after being loyal to Garmin for a very long time.  I even considered gong back to Polar.  

I remain a faithful Garmin customer and hope Stefanie and Kevin's supervisors will reward their excellent and professional support.

  • 0 over 4 years ago

    Thanks voor sharing this. And same fot me. With my previous watch 920XT i was unhappy and indead prior to switch back to polar.

  • 0 over 4 years ago

    Hi , could you please tell me more details about your experience? Mine has been a nightmare this far, from start to finish, redirecting me to the local dealer who wants nearly 200eu to replace the watch under warranty, to Garmin and the dealer telling me that it's not their fault that my watch has music skipping issues with two pairs of bluetooth headphones from Jaybird and Huawei, because they can only guarantee that the 945 works with 8 pairs of headphones (!) in an APAC list here (even though my watch isn't APAC).

    Alternatively they want me to pay for postage to the UK, and they can only return my replacement watch in a UK address, even though I did not originally purchase this from a UK address. And there will be import tax one or both ways, and I have to involve a mail forwarder. For a warranty claim. For basic issues with a device that costs $600, which are clearly software (or hardware) issues. For a watch I bought in the EU.

    Where are you situated in if I may ask? And what was the process of returning the watch?

  • +1 over 4 years ago in reply to kritsku

    Hi Kritsku

    Although the events around your and my experience could be and probably are extremely different, I am sorry to hear you had so much frustration. All of my contact was with Garmin International USA.  I was pretty frustrated in the beginning as well. I live in Colombia (South America) and my watch was purchased direct through Garmin in the US. I started immediately after purchase, trying to sort out an update problem and problems with VO2Max data.  After several months with different support agents each time, it was apparent we had tried ABSOLUTELY everything and nothing was working.  The next to the last agent offered an exchange and I agreed to that.  Unfortunately I had to pay a deposit as the new watch will arrive before the old watch gets to them.  I am sure Garmin is good to their word and will refund in the end.

    It was a VERY slow process trying to find a solution.  That is because the watch actually relates to the user. Each hard reset required weeks of waiting to stabilize.  That plus I broke my wrist in the middle of all this which meant I had to change arms and stop any real exercise for a period of time.

    Yes I would have been responsible for shipping to Garmin.  I would also have been responsible for clearing the new watch locally if there was an issue or a charge.  Fortunately, my brother-in-law lives in the US and he was traveling to Colombia so neither was an issue in the end.  

    I had a similar experience as you with the Local Garmin rep. but that seems to be policy in that they only deal with what was purchased through them.  They offered to have a look at a charge I cannot remember voiding my warranty.  That all sounded pretty absurd.  

    I am happy Garmin stands behind their products and they have knowledgable people.  Seems as though their exchange and International policy could be more user friendly.