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Edge 1030 Halo (Again) - Garmin Support Woes

amb67
over 6 years ago

Just over a week ago I contacted Garmin Support to arrange the return of my Edge 1030 due to the ever increasing blue halo that had appeared all round the border of the screen.

I called them and spoke to several helpful people, I clearly explained that I was due to lead a club ride on the Saturday morning and would need my device back by then.  No problem said Garmin Support, we can set up the RMA so that a replacement is sent as soon as yours is dropped off at the UPS drop point.  

Excellent I thought, and all it would cost me was £10.99 for the postage.

I dropped the parcel on Monday at my local UPS drop point, it was delivered to Garmin Europe and signed for the very next day.

I eagerly watched the order status on Garmin Supports website, waiting for it to change to 'Received' and then 'Dispatched'.

Instead this happened:

  1. I received a second set of emails asking me to pay the postage fee again
  2. The website never changed the status

I decided to chase up my RMA and contacted Garmin Support, only to be told that they would investigate what went wrong.

To date I've had no other contact from Garmin Support and still haven't got my device.

I'm absolutely fuming about this and this is the final straw for Garmin, I will never endorse Garmin to anyone in my local club as a good purchase.  The device itself is flaky at best, numerous issues, the screen halo issue (My second one), continuous failure to upload rides, unable to connect to sensors/power meters, battery drains due to shutting down issues, map updates that are too large for the device, the list goes on and on. 

This device cost me the best part of £500.00 and in all honesty I thought I was buying a market leading device supported by a Global company,  I ride with my local cycle club members who have spent half that on a Wahoo and they are laughing at me. (looking at the empty out front mount on my bars again)

Garmin, if you're reading this then please feel free to get in touch, I'd love to give you constructive feedback from someone who has 30 years plus experience in a prestige service industry role.  I wouldn't want other customers to experience this poor service level.

If you really want to retain customers then you really need to step up a level in your customer support area, this forum is littered with instances of serious failures without any positive outcomes.

  • 0 over 6 years ago

    and any other user, please reach out to Garmin Product Support if you experience a Halo on the display of your Edge 1030.

  • 0 over 6 years ago in reply to Garmin-Matthew

    I had my edge 1030 replaced recently because of the Halo issue. Its was the second replacement. The process worked perfectly. I got the replacement unit quickly and then returned the bad one. It was simple process, all I had to do is reach out to Garmin to get it going.

  • 0 over 6 years ago

    I also have a blue halo on my screen since a while now but I never really cared.
    For now this does not affect the functionality of the device for me and really just rarely catches my attention, a minor optical flaw.

    Can this issue lead to a more severe defect in time or why do you all complain that much about this issue?

  • Former Member
    0 Former Member over 6 years ago in reply to Sasse1982

    Whenever I get a new Garmin device I sell the old one. If I'm trying to sell one with a stuffed up screen like that, it won't be worth as much. And besides, I see no reason to allow a large corporation to get away with marketing defective products.

  • 0 over 6 years ago

    I noticed the halo on my 1030 last Wednesday, contacted Garmin that day to report the issue and they asked for some photos. After an initial problem getting the photo to them they issued an RMA# on Friday. I managed to get the unit to them by Monday and a replacement was with me by this Wednesday. I really can't fault their service, no fuss, no argument.

  • 0 over 6 years ago in reply to Sasse1982

    Sasse, I had the same state of mind for a long time. Eventually, over time, it gets considerably worse. I just RMA'd mine yesterday as the failure was really taking over the screen. The underlying substrate of the screen was just inescapable and obvious in all conditions. It's really not acceptable for the price Garmin is asking for. Would you be okay with it if it was your cell phone exhibiting a similar flaw?

    Anyway, Garmin support was not an issue and they set me up with an advanced RMA without any push back. I will say they are sending me a "refurbished" unit, so we'll see how that goes. If / when it happens again, I'll be requesting another RMA.