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Garmin refuses warranty service. Gently, but refuses.

Former Member
Former Member
I'll start in order. Forerunner 645M was purchased in April 2018, after a preliminary order in February 2018 immediately after the announcement of the new item. Bought in the United States, in a well-known online store. In May 2018, after updating 3.30, problems arose, the famous blue triangle of death, which were solved with great difficulty. Hours earned, preparations for the competition continued. Sighed freely! But not for long ... In mid-February 2019, after charging from the computer, the clock hung, after a forced reboot, they showed one thing - the blue triangle of death. I turned to the local office of Garmin in Russia, Navikom. In the letter I was clearly told that Garmin devices purchased not in Russia are not subject to warranty service. I contacted Garmin international support. After a pile of sent healing recipes, which I had already tried everything earlier, I was politely refused to exchange the device.
I do not ask for an exchange, I want to have a working sports watch on my hand! For which I paid $ 450, which, I thought, included the payment of an international guarantee. Warranties that will help me during the warranty period! Preparing for the spring marathon breaks down, but they offer me to throw an expensive device into the trash!
Dear Garmin, you really are very expensive for your customers!
Sorry for my bad english.
  • Ishimus unfortunately international warranties are always tricky - I have had problem with Nikon Cameras in the past attempting to not honour a warranty because goods were bought in one country and then taken home to another. What do the warranty details say? Also have you contacted the retailer that you purchased from - they too have a responsibility for the "fitness for purpose" of the goods that they sold you?
  • Former Member
    0 Former Member over 6 years ago
    @JSRUNNER_
    Yes, I turned to the store for a start, to which they rightly pointed out Garmin's warranty obligations:

    Shannon (Clever Training)

    Feb 19, 2:13 PM EST

    Thanks for reaching out. All Garmin items have a 1-year warranty included. You will want to get a warranty exchange. Garmin can be reached by calling 1-913-39-8200 or by submitting a claim online.

    If you have any questions, please contact us.
    Kind regards
    Shannon

    When the Russian technical support refused, I already wrote in support of Garmin US. They responded with standard hints and redirected my request to the European Garmin. With them further and talked.
  • Ishimus sorry to hear that - it seems like you have a clear case for a fix or replacement. I'm not sure how to progress this one but you could try writing one last time to the international support but see if you can track down a senior Garmin manager to copy in (such as the Marketing Director)
  • To me your case seems very clear: you bought the watch in the US, paying for a watch and a manufacturer's warranty. The terms and conditions of Garmin US apply for you watch, clearly stating you have a 1 year warranty. It also says:

    "Devices purchased in the United States or Canada must be returned to the Garmin service center in the United Kingdom, the United States, Canada, or Taiwan for service."

    So, I'd see Garmin US as your first and sole partner, ask for warranty for a product purchased legaly in the US. I can't see any passage in the terms excluding non-US-residents.

  • Former Member
    0 Former Member over 6 years ago
    Thanks for the support guys! I think it is necessary to continue negotiations until the situation is completely resolved.
  • Ishimus absolutely - good luck and let us know how you get on
  • Former Member
    0 Former Member over 6 years ago
    The warranty department still refuses to accept my device for repair. Required to contact the supervisor.
  • Former Member
    0 Former Member over 6 years ago
    Official representatives of Garmin often answered here, do they want to comment on this situation somehow?
  • It's really strange how they treat customers.
    I had a sudden restart of my 645M during a run while playing music. I've seen that an error file was written and thought it would be a good idea to forward this information to Garmin.
    So I opened a support request at Garmin in the US just because the developers are sitting there. However, they forwarded the case to Germany and started the standard questions like have you done a reboot etc. After 10days I got a mail to send back my watch to Garmin and I've asked them why. Just standard answer that they can't fix the watch and I'll get a brand new one. Yesterday at 12:00 I went finally to the post office to return it. Today at 16:15 I've received an email saying that the new one is on the way. Might be here by Saturday or latest on Monday.
    The only thing I can imagine is that they really want to have this watch back because it must have been one of the oldest. I got it 3rd of March 2018.
    I hope they mad a slight HW change in the meantime. I'm really happy with it and the only things I don't like is that it sometimes restarts when playing music and that I'm running 5-20m away from the street in my neighbours garden :).
  • Ishimus sorry to hear you're getting nowhere have you tried escalating to one of the senior execs at GArmin