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Garmin Customer Service Experience!

amb67
over 7 years ago
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 over 7 years ago
    Halo defect also attacked me, after half a year of using everything is falling apart.
    Just thinking about the exchange procedure makes me sick...
  • 0 over 7 years ago
    Seems to be a 1 - 2 week delay on email responses judging by how quickly my faulty mount got resolved. All the quality issues on the 1030 must be eating into profits.
  • 0 over 7 years ago
    @
    ">The saga continues and I'm not very impressed with the customer service levels I'm receiving from Garmin.

    1. Edge 1030 packaged up and sent back to Garmin under the RMA number provided. (Eventually)
    2. UPS delivered the package to Garmin 3rd July 2018 @ 11.30am, signed for by a Garmin employee (allowed 48 hrs for the package to be processed)
    3. Checked RMA status    ">Shawn-Garmin - The saga continues and I'm not very impressed with the customer service levels I'm receiving from Garmin.

    1. Edge 1030 packaged up and sent back to Garmin under the RMA number provided. (Eventually)
    2. UPS delivered the package to Garmin 3rd July 2018 @ 11.30am, signed for by a Garmin employee (allowed 48 hrs for the package to be processed)
    3. Checked RMA status    on 5th July - No update, still shows as waiting for package to arrive
    4.     ">Checked RMA status">Checked RMA status on 6th July - No update, still shows as waiting for package to arrive

    5. ">Checked RMA status">Checked RMA status on 7th July - No update, still shows as waiting for package to arrive

    6. ">Checked RMA status">Checked RMA status on 8th July - No update, still shows as waiting for package to arrive

    7. ">Checked RMA status">Checked RMA status on 9th July - No update, still shows as waiting for package to arrive


    At this point I was getting worried so took an hour out of the office to call Garmin Customer Services, was on hold for around 30 minutes before speaking to Anthony, who was very helpful.

    He took my UPS consignment number and checked it, yep, he agreed it showed as being delivered on the 3rd July …..

    Anthony said he would email the team responsible for the RMA's and then email me and I was to allow 2 days before following it up.... I reluctantly agreed to this as I was up the creek without a paddle.... they have my device and I can do naff all about it.

    Sat here waiting.... guess what... yeah you guessed NO EMAIL!!!!

    Do I really have to go legal with Garmin over a simple warranty repair, no one will call me, nobody will email me and it appears that incompetence is the norm at Garmin?

    Shawn, can you assist in this matter please?

    Thanks

    Alan
  • 0 over 7 years ago
    Sorry, not sure how all that bold appeared in the post above.... not intentional
  • 0 over 7 years ago
    No worries about the bold Alan. Thanks for the update. I have reached out to the team and we will get to the bottom of what is going on. Apologies for the confusion and frustration.
  • 0 over 7 years ago
    @Shawn-Garmin

    Thanks Shawn, not exactly sure what you did but I received an email advising my replacement unit is on its way.

    Thank you for your intervention, it is very much appreciated.

    However, Garmin really does need to update their RMA process, it's not very robust and very frustrating for the customer. To be without my Edge1030 for two weeks is just not good enough for me, I would be happy to place my credit card details on file with Garmin as security, whilst a replacement is sent out and once the defective unit is returned, then the security deposit returned to my card.

    Of course this wouldn't suit everyone but I imagine that many would like to have that option.

    Alan
  • 0 over 7 years ago
    However, Garmin really does need to update their RMA process, it's not very robust and very frustrating for the customer. To be without my Edge1030 for two weeks is just not good enough for me, I would be happy to place my credit card details on file with Garmin as security, whilst a replacement is sent out and once the defective unit is returned, then the security deposit returned to my card.

    Of course this wouldn't suit everyone but I imagine that many would like to have that option.


    But that is indeed an option. My replacement was sent immediately as I opted to have my CC charged for the new unit. I did not return the faulty device until I received (and checked) the replacement. When the 1030 I returned was received by Garmin (2 days), they refunded my CC one business day later.
  • 0 over 7 years ago
    md11pat Seems strange that such a great customer service tool would be kept so secretive by Garmin, perhaps this is reserved for those customers that are able to call the office, which is only open during the core hours that most working people do!

    Come on Garmin, make this option available for your customers online when processing an RMA
  • 0 over 7 years ago
    I have been a customer of Garmin since my first Garmin 305, have had the 705, 800, 810, 1000 and now the 1030. I've called Garmin Tech Support numerous times and they have always been helpful and taken care of any problem I had. Personally, I'd rate Garmin Customer Service very highly compared with other companies I've dealt with over the years.
  • 0 over 7 years ago
    I just contacted customer support to get my 1030 replaced for the screen halo. I asked if I could get a unit before sending it back and they require the full price as a deposit which they refund. A bit steep but just about OK, but now they also want a £10.99 charge on top. For something thats not my fault and a device that is broken and within warranty.

    This is my 4th Garmin device:

    510 - no major issues
    Vivoactive HR - watch mount broke just outside of warranty, no fix possible
    Vivoactive 3 - battery failed, got a refund
    1030, so many stability issues and bugs, both software and hardware, high prices and zero quality control.

    As a result I'll never buy another Garmin and will actively recommend that no one else does.

    Good work Garmin.