Edge 820 Cracked Screen how to fix it?

Hi all

Just an update on my ticket.

Gamin Australasia offered me a refurbished replacement for 144.36 AUD.

I think will take the offer as it still be under warranty and do not need to handle parts and labour to fix it and the reselling price of the unit would be decent as opposed to a broken one.

Here is the email reply:

"Thank you for contacting Garmin Support Australasia,

We do not have a repair center in Australia, however we can offer you a refurbished replacement at a cost of $144.36 AUD

The refurbished unit is a device which has been originally returned to a Garmin office and has been sent to the Garmin factory for reconditioning then returned for issue as a replacement unit. Any faulty components are replaced and tested to ensure it is working according to strict manufacturing standards as with any “New Box” device. We also ensure the refurbished devices have the latest software available at the time of production which will assist in its reintroduction to a consumer environment. The refurbished replacements come with the same manufacturer's warranty as a brand new one would. The refurbished replacement offered is like for like model only

If you wish to take up the offer, please give us a call and we can take payment over the phone.

Should you require further assistance in regards to the matter, it would be appreciated if you could contact our Customer Service Team by telephone between 8:30am-5pm (Mon-Fri) EST, for further assistance:

• 1800 235 822 (Australia)

• 0800 427 652 (New Zealand)

Kind Regards
XXXXX
Product Support Consultant
Garmin Australasia
Phone: AU 1800 235 822 NZ 0800 427 652
Website: https://support.garmin.com/en-AU/
"

I would jump on that offer in a minute!

Hi All,

I took the offer for various reasons.

- The replacement unit will be covered under Garmin warranty if something goes wrong
- If I ever want to sell the unit it is going to be easier compared to a cracked one.
- Having a cracked screen and looking at it while riding is not nice, despite the unit to function just fine.

I sent the unit today to Gamin in Sydney via express post (cost AUD 11.55)

Hope to get the new unit back next week.

I made a mistake though. I forgot to remove the silicon case of the cracked unit. Bugga!!!

But I called Gamin to put a note to my case to sent the silicon case back fitter on the new unit.

So far the customer service has been superb. Nice staff and efficient. Telephone wait is around 2 to 5 minutes when I call them. I called like lunch time hours. Not too bad.

I will keep you posted on how long it will take and if I will get the new unit with my silicon case which by the way costs around AUD 30

Hi All,

Update on the ticket. I received the new refurbished unit. It is really good and too be honest I think it is better than the previous one. In don't know because it is newer it look crispier and have not received much sun and wear. I upgraded to 10.0 Software and I can feel it very responsive. The touch screen is great and even the unit looks like is quicker and responsive.

Issues I had

- I let Garmin know that I sent my silicon case by mistake and asked then to return. Guess what? they did not
- The unit I bought came with US Map and I had bought AU/NZ maps and this new unit came with AU/NZ maps pre installed as it is from Australasia stock. So I lost my US maps.

In the end the US Maps did not bother me as I probably will never use it and it was using up memory. Maybe that's why the unit looks a bit faster.

One thing annoyed me was that when I sync my new unit (refurbished) with garmin express my map purchase does not show up on my purchases... so not an issue now but eventually I need this bug fixed.

Also I complained about the silicon case and Garmin is sending me a replacement. Apparently a brand new as looks like they lost mine original. I received the tracking number as they have shipped it today.

So far I am having close to a 10/10 customer experience. Will keep you posted until I consider this case 100% solved and resolved.

Cheers

Pedro

Ha, same here! Mine has been great 99% of the time, even with the beta releases. Dropped it after a ride and mine too has cracks.

My only issue is with incident detection. Once it correctly detects something, it's near impossible to cancel the auto text to wifey. Too bad it doesn't automatically cancel after continuing a ride >5mph.