+JollyJax Posted November 26, 2007 Posted November 26, 2007 Over the last 3 months my shiny Garmin Venture Cx has been feeling poorly and refusing to stay on longer than it wanted to. Most days I could persuade it after three or four attempts to let me navigate for an hour or two- but that was it.... Eventually, after borrowing a Legend from a friend (thanks Mongoose), I plucked up the courage and corresponded with the Techies at Garmin ... My past experiences of doing this had been grim and those that know me and have chatted about it, will know that they dont like me there ... however, things were about to change .... for the better. After an initial problem over the warranty .... (thanks to GlobalPositioningsystems - Illinios) - all was ready and the guys at Garmin sent me a returns number and the promise that the unit would be away for 7 to 10 working days .... The unit was dispatched from my local post office last Wednesday with Special Delivery, so I knew it would be there the next day for sure ... and allowing for problems all would be well and returned to me by the 5th or 6th of December .... A BRAND SPANKING NEW UNIT ARRIVED THIS AFTERNOON .... Just 3 days turn around and no charge at all... great performance!!!! Thanks Garmin - you have restored my faith in human nature and given me a smashing early Xmas present Quote
+mongoose39uk Posted November 26, 2007 Posted November 26, 2007 (edited) Double post Edited November 26, 2007 by mongoose39uk Quote
+The Lavender Hill Mob Posted November 26, 2007 Posted November 26, 2007 Is it still better than sex? Double post You mean double entry............sorry I couldn't resist Quote
+Dizzley Posted November 26, 2007 Posted November 26, 2007 Garmin UK support have been exceptionally good with me over the years. Quote
+Delta68 Posted November 27, 2007 Posted November 27, 2007 I contacted Garmin regarding baggy rubber surround on my etrex. I sent it off for them to have a look at and we received a brand new unit about a week later. Quote
+e-remes Posted November 27, 2007 Posted November 27, 2007 I concur. the interface cover on my Geko tore off after much abuse. I contacted Garmin UK as the unit was out of warranty. I was advised to send it in anyway, less than a week later I received a refurbed unit. over a year later and almost daily use, it's still going strong. Quote
+Delta68 Posted February 4, 2008 Posted February 4, 2008 I contacted Garmin regarding baggy rubber surround on my etrex. I sent it off for them to have a look at and we received a brand new unit about a week later. And the new one is complete rubbish! It is nowhere near as accurate as our original unit. 40ft or so out AT BEST! I complained to Garmin and they basically said "tough" Garmin GPS are purely recreational GPS which offer 15m+/- accuracy.. 15meters = 49.2125984 feet If our first Etrex had been as bad as the replacement, I think we would have given up after the first week. We don't use the Etrex so much now anyway but when we were standing next to a cache site yesterday, the Mio was saying about 5ft away, while the etrex claimed we had another 80ft to go!!! What good is THAT?!! I can't help feeling somewhat bitter about it. Quote
+Flyfishermanbob Posted February 4, 2008 Posted February 4, 2008 Why does everyone rave about the "legendary Garmin aftercare" service? Isn't their refusal or inability to address recurring problems a reflection on substandard manufacturing quality control, and the replacement policy just a "cop-out" ???? I've looked at replacing my GPSr, but the continual stream of reports of dodgy Garmin glue/ flickering screens/unexplained power downs ...leaves me cold ....irrespective of how many GPSr units Garmin are willing to replace to appease customers. Quote
+Mad H@ter Posted February 4, 2008 Posted February 4, 2008 Why does everyone rave about the "legendary Garmin aftercare" service? Isn't their refusal or inability to address recurring problems a reflection on substandard manufacturing quality control, and the replacement policy just a "cop-out" ???? I've looked at replacing my GPSr, but the continual stream of reports of dodgy Garmin glue/ flickering screens/unexplained power downs ...leaves me cold ....irrespective of how many GPSr units Garmin are willing to replace to appease customers. Very true, but in my limited experience their main competitor, Magellan have just as many weakness's in their units, but they do not even seem willing to recognise the problems and the customer service is absolutely hopeless. I know which company I will be going with in the future, and yes I have had units from both and have had problems with both. My old Magellan unit was given away in the end due to a well documented manufacturing fault with the case which Magellan refused to acknowledge Quote
+Birders Posted February 4, 2008 Posted February 4, 2008 <<Why does everyone rave about the "legendary Garmin aftercare" service>> Because that's what it is. End of argument. Quote
+Flyfishermanbob Posted February 4, 2008 Posted February 4, 2008 <<Why does everyone rave about the "legendary Garmin aftercare" service>> Because that's what it is. End of argument. Really??? Would anyone buy cars from a manufacturer who continually sold defective vehicles just because they repaired them free of charge? Would anyone buy televisions which were known to repeatedly switch off or flicker ??? Quote
+Mad H@ter Posted February 4, 2008 Posted February 4, 2008 Would anyone buy cars from a manufacturer who continually sold defective vehicles just because they repaired them free of charge? But they do don't they , Almost all new cars end up having recalls and more minor defects rectified at services. I think that you will find that the Garmin units are no worse than any other piece of complex equipment, it's just that this is a forum dedicated to a pastime that makes use of this type of equipment so you are more likely to hear about faulty GPSs than say TVs or cars. I'm sure that if you go to a Ford forum you will see plenty of faults discussed about Fords. This is not to say that all Fords are rubbish just that people don't tend to make a posting stating that my Ford/Garmin/JVC etc worked without a fault this week. Quote
+Mad H@ter Posted February 4, 2008 Posted February 4, 2008 Forgot to mention that Garmin are the only company that I have ever come across that will repair/replace a faulty unit out of warranty, and even when it has obviously been caused by misuse such as a smashed display. Quote
+Flyfishermanbob Posted February 4, 2008 Posted February 4, 2008 Would anyone buy cars from a manufacturer who continually sold defective vehicles just because they repaired them free of charge? But they do don't they , Almost all new cars end up having recalls and more minor defects rectified at services. I think that you will find that the Garmin units are no worse than any other piece of complex equipment, it's just that this is a forum dedicated to a pastime that makes use of this type of equipment so you are more likely to hear about faulty GPSs than say TVs or cars. I'm sure that if you go to a Ford forum you will see plenty of faults discussed about Fords. This is not to say that all Fords are rubbish just that people don't tend to make a posting stating that my Ford/Garmin/JVC etc worked without a fault this week. I dont disagree with with the fact that manufacturers have faults.... what I said was..... "Isn't their refusal or inability to address recurring problems a reflection on substandard manufacturing quality control, and the replacement policy just a "cop-out" ???? " When the companies you mention... Ford /JVC have faults they address them.... one way might be by recall as you suggested... The point which I was making , and seems to be ignored, is that there is a long history of standard faults in Garmin units which is NOT being addressed other than by replacing to appease buyers...... ??? Quote
+Mad H@ter Posted February 4, 2008 Posted February 4, 2008 The point which I was making , and seems to be ignored, is that there is a long history of standard faults in Garmin units There is ? Quote
+Kryten Posted February 4, 2008 Posted February 4, 2008 Garmin are the only company that I have ever come across that will repair/replace a faulty unit out of warranty, and even when it has obviously been caused by misuse such as a smashed display. Not true, my two month old and very much still in warrenty Etrex fell from a car door pocket onto the surface of a stony carpark and the screen splintered. Failing to survive a fall of less than 30 cm is not a great advert for an allegedly rugged unit, but I still had to pay for the repairs. Quote
+Birders Posted February 4, 2008 Posted February 4, 2008 There will always be people who are dissatisfied. Garmin replaced two units for us free of charge. The first was one we had borrowed from friends and which had been bought several years earlier in Canada. A fault developed on the aerial socket. We took it to Romsey and they gave us a brand new replacement on the spot and even programmed in our friends waypoints. Second was our own GPS12XL - must have been around 10 years old when one of the pins in the connector came off. Didn't prevent the device working. They warned there may be a charge but s couple of days after we dropped it at Romsey a brand new replacement arrived by courier on a motorbike - all at no cost. Compare that to John Lewis. We bought a fairly expensive item of furniture from that company and about 18 months later a fault developed. We were basically told "it's out of guarantee; nothing we can do". Remember that Garmin must sell hundreds of thousands of GPS devices and we hear of a few which have broken - but 9/10 they replace them without a quibble. Quote
ELDitton Posted February 20, 2008 Posted February 20, 2008 I consider myself very lucky and am very happy with Garmin. I bought a one year old second hand Legend 2 years ago on e-bay. I have done hundreds of miles with it in good and foul weather without any special protection. The rubber seal came loose (probably too much water for the glue to wirthstand) and I posted it off as requested and got a brand new Legend C in return in 4 days. I also have a Garmin in the car and wouldn't be without them now. Quote
+Skate and Jane Posted February 20, 2008 Posted February 20, 2008 I've had my yellow etrex for over five years now and have used it every week since then. Beyond the rubber coming a little loose in hot weather it has been brilliant and never let me down. I would definitely recommend them to anyone. Quote
+t.a.folk Posted February 20, 2008 Posted February 20, 2008 Why does everyone rave about the "legendary Garmin aftercare" service? Isn't their refusal or inability to address recurring problems a reflection on substandard manufacturing quality control, and the replacement policy just a "cop-out" ???? I've looked at replacing my GPSr, but the continual stream of reports of dodgy Garmin glue/ flickering screens/unexplained power downs ...leaves me cold ....irrespective of how many GPSr units Garmin are willing to replace to appease customers. Our experience . Etrex brought Christmas 2000 has only had one button come loose . That was repaired free of charge way past the warranty date . Second etrex ,brought July 2004 has yet to go faulty . A second hand Legend bought on ebay 2006 has not developped faults yet . A 6-7 year old old vista given to us last year is so far faultless . Quote
Archangel_UK Posted February 20, 2008 Posted February 20, 2008 Garmin customer service is better than Sony ; they did everything but replace the item including getting it "butchered"( sorry I mean "repaired " ) in the words of a reputable repairman, and that was only 6 months old. So if Garmin replace because of a fault then its fine by me ;that shows customer service question really is : what is the percentage of fauty units compared to those sold/replaced ? its a question of scale. and replacement IS an acceptable action for them to take ; so for those nitpickers your question has to be: what do actually expect them to do ? I would take Garmin`s attitude over and above Sony`s (my personal experience)any day. Quote
+The Other Stu Posted February 21, 2008 Posted February 21, 2008 My Legend has now wandered off for repair (now I finally have a replacement - can't go without caching!) I await with Anticipation...... Stu Quote
+PSHAX Posted February 22, 2008 Posted February 22, 2008 All the fuss over the repair or replace from Garmin fails to address the fact that to fault find a failed GPSr takes time, and time = MONEY.. The actual cost to Garmin UK to replace a defective GPSr would 9 times out of 10 be LESS than the repair charge. Obvoius "faults" like a busted screen are a simple diagnosis. But still, the time taken to repair a low end model would outweigh the cost of a replacement. Quote
+dino-irl Posted February 22, 2008 Posted February 22, 2008 My Nuvi has just developed a serious fault Anyone got a recommendation how best to contact Garmin? I seem to remember a name Andy Philips from some time back. Is he still around or is there another proven contact? Quote
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