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Is it possible to return a watch due to botched firmware?

Rolf8797061
over 2 years ago

Hello Garmin Support,

I bought the FR955 at release date. Country of residence is Germany. Purchase via Garmin german web page. 

Considering the ongoing amount of bugs in the firmware, I am thinking of returning the watch. I am still well within the 1 year warranty. I would prefer the money back. The watch is in good condition and a protective glass cover was applied from day 1.

The hardware is fine, but the software is at the current state of affairs not up to my expectations.

Please let me know how to get this started and what implications it has.

If anybody in the forum has successfully managed to do this before, please let me know.

In general I think this might be interesting for a lot of forum users, but I havent found a related thread. Please redirect me if this question has already been asked. 

  • 0 over 2 years ago

    If you want to contact Garmin support you should open a support case. Best you will get here is feedback from other customers or a Garmin community manager.

  • 0 over 2 years ago

    Hi,

    I bought my FR955 at Sportscheck and returned it after 8 Month because of its awful software. I got full refund. The process was easy, they asked me if I would like a new FR955 or the money back. So I took the money.

    This was based on the German Consumer Law "Gewährleistung" (not the same as "Garantie"), so I hope you can take advantage of it as well. For you Garmin is the dealer and has to observe the consumer law as any other dealers do.

  • 0 over 2 years ago

    As you're in the EU, I suspect your consumer rights extend the effective warranty to 2 years.

  • 0 over 2 years ago in reply to 5994630

    Yes, you are right there. But also there is the "reversal of the burden of proof" after 1 year. That means, that after 1 year you must proof that the failure of the product you bought has been in it since the beginning. Which is almost impossible if you had to proof it in court if the dealer wouldn't accept it. So effectiv useable warranty for us is 1 year.

  • 0 over 2 years ago in reply to 4890913

    However, if the manufacturer has done something during that time to break the product to make it cease to be "as described"...

  • 0 over 2 years ago in reply to 4890913

    You have to claim warranty into 2 months by the discover of the failure. For me (and the most of you) LTH detection ended working at the end  of january, so before end of march I will go to sellers to claim back money if it will not be solved

  • 0 over 2 years ago in reply to 4890913

    I have experienced the opposite. I bought a Fenix watch from a German retailer. Wanted to return it due to permanent software issues but only got a 10% refund. I ended up selling the watch on ebay.

  • 0 over 2 years ago

    Thanks guys this was really informative. If anybody has any additional return experiences beacause of software just add it here :-) I guess the question if the firmware is a part of the delivered product gets really deep here.

    The best scenario would be for garmin to fix their firmware. In the meantime I will wait for a week or two and evaluate which watch I should get as replacement...