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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 NeilJonesOnline over 7 years ago

£10.99? On what grounds did they try to justify that?

0 jgforrest over 7 years ago

I don't think the agent knew what the cost was for, just that it was required if you wanted a device shipped to you before returning. I got a nice email from support earlier offering to waive the charge in this case but clearly that charge makes no sense so they need to remove it for everyone or they'll have a lot of even grumpier customers. I sent a rather detailed email back about a bunch of my friends Garmin experiences recently, they need to turn things around, but I don't think they really get it as a company.

0 bloom34 over 7 years ago

Have used the option to have my CC charged several times and have never had an extra fee, received a return shipping label as well :)

0 md11pat over 7 years ago

Have used the option to have my CC charged several times and have never had an extra fee, received a return shipping label as well :)

The same here. I've never had an extra fee and a return shipping label was emailed to me as well.

0 jgforrest over 7 years ago

Good to hear hopefully its either a mistake or a short lived policy thats been backed out.

0 PHILVANTWO over 6 years ago

July 7th I emailed Garmin about replacing the cracked screen on my Fenix 5s, had a reply a week later saying it was £108 for a refurbished exchange, replied with my address and still waiting a response. For a multimillion pound company the customer service seems non existent.

0 SUSSAMB over 6 years ago

Call them, you'll get an instant response. E mail and you're just in a long queue.

0 PHILVANTWO over 6 years ago

Not possible for me to call them during office hours. Bigger and better firms seem to respond within 24hrs but not these people. They should remember that their biggest asset is us..........the customer. Imagine if they made mobile phones!!!!!!!

0 SpikySimonW over 5 years ago

I just came to report / question the same £10.99 Advanced Shipment fee. A shame as the return (blue halo on 1030 screen) was actually going very smoothly up until I asked if I could have the replacement shipped out ahead of the return so as I wasn't left without a device.

I've followed up with an email double-checking whether they really feel it is appropriate to charge me an additional fee for an in-warranty replacement for a well known and well documented defect. We'll see.

Incidentally, should I expect to receive a refund for the return postage fee (especially as they are requesting a fully insured and tracked service is used)? My consumer rights (UK) might be a little rusty these days, though i'm sure if it relates to a faulty item they no cost should be borne by the customer.

0 cactusbobby over 5 years ago

I used the online chat the other week to return my 1030 for the halo issue. Support guy asked for a photo and then gave me a RMA number, send it Royal Mail Special (about 7 pounds) the following morning (Saturday). Arrived with Garmin on Monday, they shipped a replacement same day and was with me on Tuesday. Pretty good service I thought, so Garmin aren't a nightmare all the time. I didn't try to get one sent before they received mine as I have another unit I could use.