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Garmin refuses warranty service. Gently, but refuses.

Former Member over 6 years ago

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.

0 Former Member over 6 years ago

@JSRUNNER_ Continued.
None of the warranty departments Garmin helped me. Failure to repair or replace in offices: USA, UK, Russia.
All refused on any pretext.
When asked to give an email to a senior manager or to give an official response - standard automatic responses.
It's a shame, Garmin!

It was possible to negotiate only with the store clevertraining, this is great! They looked into my situation, immediately offered help, today sent them a device. So now I am waiting for decisions on the exchange or repair. In the meantime, I run with a bike computer :)))

0 JSRUNNER_ over 6 years ago

Ishimus - glad that someone has stepped up. I suggest you try and find email or send a letter in the post to CEO or Marketing Director and state your case - this seems really bad service on Garmin's part

0 andrewc71 over 6 years ago

I don't know how it works world wide but I think it's the same as in my country (Italy and generally Europe): the warranty, by law, is given by the seller (the shop) and not the producer, that's the reason why I prefer to buy such an expensive watch in a real shop and not online, anyway the shop online is responsable of the substitution or reparation of the watch, you must ask to that shop and not to Garmin

0 Former Member over 6 years ago

Hello @andrewc71!
If Garmin had not declared an international guarantee, then there would have been no problem! Here is what they have in the provision on the guarantee, I quote:

International Purchases: 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.

I ask Garmin adress to get the opportunity to send the device back to the USA.
And I am the same ten times, I quote:
Thank you for your email.

I'm afraid due to your location, we are unable to replace this device for you.

I would advise contacting the local distributor, or the place of purchase.

Kind regards,
****

The local Russian distributor is once again responding to the standard, I quote:
You did not buy the device from us, so it is not official, there will be no warranty service. No warranty repair for these devices is not provided.
That's how they sent me to hell.

0 andrewc71 over 6 years ago

Ok I understand your situation, probably it depends on the fact you live in Russia and Garmin can't send the watch back to this country (they say "due to your location"), I hope the shop will solve your problem.

0 Former Member over 6 years ago

So, the exchange epic is over.
I sent the watch to the store clevertraining.com, after receiving it I immediately refunded the money. clevertraining.com - well done, support Garmin - disgusting.

0 SUSSAMB over 6 years ago

Hardly a fair comment. The store initially tried to fob you off but eventually did what they should have done at the start and sorted it for you, that's who your contract was with.

0 Former Member over 6 years ago

I can send all the correspondence with technical support Garmin, in each answer the same thing: "We can not accept the return of hours from your country, sorry." Is it an international guarantee?
The store started returning without any problems, without many days of correspondence.

0 bueffelmichi over 6 years ago

Hardly a fair comment. The store initially tried to fob you off but eventually did what they should have done at the start and sorted it for you, that's who your contract was with.

I really don't get your point. Garmin sold a product in the US including a warranty, coverd by their own rules, as given on their website:

"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."

Clearly stating that Garmin US is resposible, and not excluding any buyers living outsite the US. So legally the case seems absolutely clear to me: Garmin is responsible.

0 Former Member over 6 years ago

Garmin is responsible.

This is only true if the device was to be sent for repairs and not exchange. If the store selling the item with a warranty is still in business, they are responsible for the exchange or compensation for that item if it can't be repaired. If the retailer is no longer in business durning the warranty, the manufacturer will take responsibility. In this case, if a repair was requested, Garmin was responsible. If an exchange was requested, Clevertraining was responsible.