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Garmin's Piss Poor customer service

Rustynails
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Rustynails

+Rustynails

Posted
Posted

:rolleyes: Garmin has piss poor customer service. I am having trouble with a Garmin map update DVD loading after inputting unlock codes. When I emailed Garmin and detailed the problem, I get an reply with a tracking number and telling me it was shipped. If they had read my email they know I have the disc. l replied back to them and told them to READ my email and that I do have the DVD. NOW, I get another email form the same person telling me that he understands what I’m saying. But ONCE AGAIN tells me I need to have the DVD.

 

Have I been getting replies from a computer disguised as a human? Or is this a human who is illiterate and has no comprehension skills? Anyone else having this type of problem?

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Rustynails

+Rustynails

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Posted

Nope. Use the phone. Garmin have had very good customer service records.

 

I did call them. After waiting on hold for a half hour. I got a customer service rep. that was no help. Just told me try disc again and then call again if I had the same problem. I told her I tried 4 times, And was not going to wait on hold another half hour. I ask to be called back, but they do not this. Once again poor customer service.

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fourbeer

+fourbeer

Posted
Posted

Nope. Use the phone. Garmin have had very good customer service records.

 

I did call them. After waiting on hold for a half hour. I got a customer service rep. that was no help. Just told me try disc again and then call again if I had the same problem. I told her I tried 4 times, And was not going to wait on hold another half hour. I ask to be called back, but they do not this. Once again poor customer service.

 

Have you tried another computer? Maybe your dvd drive is bad.

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Rustynails

+Rustynails

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Posted

Nope. Use the phone. Garmin have had very good customer service records.

 

I did call them. After waiting on hold for a half hour. I got a customer service rep. that was no help. Just told me try disc again and then call again if I had the same problem. I told her I tried 4 times, And was not going to wait on hold another half hour. I ask to be called back, but they do not this. Once again poor customer service.

 

Have you tried another computer? Maybe your dvd drive is bad.

 

It's Good.

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Grasscatcher

Grasscatcher

Posted
Posted

So what is the problem? Not recognizing the codes? not installing?

Maingray,

You are correct.

Considering the fact that we're now seven posts into a "problem" and the PROBLEM has not even yet been defined.......maybe the OP is more interested in Ranting than in finding a solution.........

 

Rustynails,

Start at the beginning.....Describe in step by step detail what actions you have taken, and what results /error messages you have received. What does happen or doesn't happen.....

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Renegade Knight

+Renegade Knight

Posted
Posted

... Anyone else having this type of problem?

 

Since I use email often for support type questions. Yes I have this problem all the time. For example if I'm having a computer problem I'll trouble shoot it on my own before asking for support. Then I'll give them a list of what I tried and what the result was.

 

They will then send me back a list of everthing I need to try. 90% is what I already did.

 

When they do this they are following a script.

 

However before I blame them, (or you) for the problem I'd need to see your orignal detailed email.

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kallt_kaffe

+kallt_kaffe

Posted
Posted
Anyone else having this type of problem?

 

Yes, I've tried to get answers to technical questions and actually got really stupid answers. I'm pretty sure that the support is outsourced to a call center with limited technical skills. If you have a problem, the can follow a troubleshooting flowchart that probably ends in "Upgrade firmware", "Factory reset" or "Replace the GPS".

 

If your problem can be solved by any of these three solution or any other "standard procedure" that they recognize, then fine, the support will be good and you'll be satisfied. If not, well, then you'll propably better off getting help here on in any other GPS-related forums on the net.

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Rustynails

+Rustynails

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Posted

... Anyone else having this type of problem?

 

Since I use email often for support type questions. Yes I have this problem all the time. For example if I'm having a computer problem I'll trouble shoot it on my own before asking for support. Then I'll give them a list of what I tried and what the result was.

 

They will then send me back a list of everthing I need to try. 90% is what I already did.

 

When they do this they are following a script.

 

However before I blame them, (or you) for the problem I'd need to see your orignal detailed email.

 

OK here it is, with personal info edited. Bottom is the first email followed by replys.

 

Dear #### #####

Thank you for contacting Garmin International.

 

I think we are saying the same thing. The Disc is a DVD disc. You will

need the Disc to begin the process. When you receive the Disc please

put it in to your computer's DVD drive and follow the prompts.

 

With Best Regards,

 

Chuck W

Product Support Specialist

Automotive Team

Garmin International

913-397-8200

800-800-1020

913-440-8280 (fax) Att: Chuck W

www.garmin.com

 

 

Original Message Follows:

------------------------

I got the Disc!!!!!! READ MY EMAIL and YOU will understand the problem

or find

someone that can. OR forward to a supervisor.

 

Quoting "Product.Support@garmin.com" <product.support@garmin.com>:

 

[Hide Quoted Text]

> Dear #### #####,>

> Thank you for contacting Garmin International.

>

> I am sorry that you are having problems with your map purchase. I

> have checked on the purchase and I can see that you took DVD option

> and the disk has been shipped to you. the tracking number is

> DS#######.

>

>

>

>

>

> With Best Regards,

>

> Chuck W

>

> Product Support Specialist

>

> Automotive Team

>

> Garmin International

>

> 913-397-8200

>

> 800-800-1020

>

> 913-440-8280 (fax) Att: Chuck W

>

> www.garmin.com

>

>

>

>

>

> Original Message Follows: ------------------------

>

> Form Message

> Knowledge Job Ticket: {-11de-50cc-000000000000}

> Knowledge Session Log URL:

>

 

undefined?session={6230cfe0-561d-11de-50cc-000000000000}&forward=sesslog

 

[Hide Quoted Text]

> KnowledgeBase: garmin

> Subject: your server error on updated 2010 map

> Message Body: NO AUTO RESPONSE PLEASE!! HUMAN HELP ONLY! I got your

> garmin server error after logging in product key on 2010 map update.

> I tried FOUR TIMES and got the error FOUR TIMES!!

> I paid you money to get this and I expect it to work. What can you

> do to fix this?

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yogazoo

yogazoo

Posted
Posted (edited)

It sounds like your internet connection may be causing the error. If your getting a server error it's probably on your end. Try resetting your internet router. If there was a problem with your codes, Garmin would explicitly let you know. Try again later or try on someone elses internet connection.

 

...and just a personal note, the ALL CAPS AS IF TO SHOUT is rather annoying as an ex customer support tech for a different company. Now I'm a bad man, but I might have been inclined to "toy" with you for such bad e-mail inflection. Not a big deal for most but like I said, I'm a bad man. I'm sure Garmin is more professional.

Edited by yogazoo
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Rustynails

+Rustynails

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It sounds like your internet connection may be causing the error. If your getting a server error it's probably on your end. Try resetting your internet router. If there was a problem with your codes, Garmin would explicitly let you know. Try again later or try on someone elses internet connection.

 

...and just a personal note, the ALL CAPS AS IF TO SHOUT is rather annoying as an ex customer support tech for a different company. Now I'm a bad man, but I might have been inclined to "toy" with you for such bad e-mail inflection. Not a big deal for most but like I said, I'm a bad man. I'm sure Garmin is more professional.

It said Garmin server error not my ip.

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yogazoo

yogazoo

Posted
Posted (edited)

Yeah, I get that BUT. Often when I have server errors it tells me that there must be something wrong with the website I'm trying to reach but in reality I often find I have other things downloading in the background or someone may be piggy backing on my wireless which causes such errors. Especially with Belkin routers, they're terrible for dropping out the very second they're challenged resulting in server errors. I've seen spyware and trojans cause server errors before too.

 

Alas, there may be a problem after all with Garmin's server. But, If their server was down, a company of that magnitude would make it's repair their top priority. That's why I think it's on your end.

 

I can understand your frustration but if Garmin had to troubleshoot every computer system to see why people are having server errors they wouldn't get anything else done.

 

Try the following to see if anything works:

 

1) Install Spybot S&D and check for any trojans/spyware/malware that may be clogging up your routing capabilities with gunk.

 

2) Recycle the power to your router effectively resetting the unit. Hopefully it's not a Belkin peice of garbage.

 

3) If your wireless, put a security code on your signal. This will stop folks from jacking your signal.

 

This is all I have. I hope you can figure it out before you go insane. Computer problems often drive me insane. It would suck to purchase software and not have it run because of a glitch. Good luck.

Edited by yogazoo
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BlueDeuce

+BlueDeuce

Posted
Posted

If you are talking about the 'Get data from Garmin' option, that stopped working for me a couple years ago on more than one of my PC's. Even the Check for Software Updates gives me 'There was an error communicating with the Garmin update server. Please retry your update, etc etc".

 

Whenever I upgrade my maps I'll just put in the licensing/customer code data manually. (Well, manually as in copy and paste)

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Rustynails

+Rustynails

Posted
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Posted

Yeah, that just means that Garmin's server is overloaded or that your connection is timing out because it's too slow.

 

Just try again at another time of day.

 

And perhaps the the inappropriate language can be edited out of the thread title and the OP.

 

OH! NO! Some one said crap in the best gps for paperless caching post? Better get them mama. :D

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Rustynails

+Rustynails

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OH! NO! Some one said crap in the best gps for paperless caching post? Better get them mama. :D

 

Just so everyone trying to help you can gauge their responses, are you trying any of the suggestions or just come here to rant?

 

Yes I tried and don't assume.

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baloo&bd

+baloo&bd

Posted
Posted

OH! NO! Some one said crap in the best gps for paperless caching post? Better get them mama. :D

 

Just so everyone trying to help you can gauge their responses, are you trying any of the suggestions or just come here to rant?

 

Yes I tried and don't assume.

 

We have to make some assumptions. What OS you are using and post #14 gave some steps for resolution (Although renewing the IP would be another) that there was no response to.

 

Also, if that post is actually the first email you sent, I also can see bumping you to a low priority. Right, probably not but after all, you did demand a human.

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JetSkier

+JetSkier

Posted
Posted

I have to agree with Baloo&bd. Your original email was pretty nasty. I bet the Garmin CS reps started a thread on their internal forum titled "Piss Poor Customer Attitude". Maybe it's just me but I try to be nice when I request help from CS.

 

JetSkier

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Rustynails

+Rustynails

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Just typical disrespectful behavior. It's okay, though. I'm done with this one.

 

Behavior? I looked you up mama. You have only 28 finds since 2007 your last find in 2008. And 2434 post in these forums. Why are you criticizing people in this forum? You want to give advice but you are not an active cacher.

 

Oh yes, and I did get my map problem fixed with help from the good serious cachers in this forum. Thank You for the help.

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baloo&bd

+baloo&bd

Posted
Posted

Behavior? I looked you up mama. You have only 28 finds since 2007 your last find in 2008. And 2434 post in these forums. Why are you criticizing people in this forum? You want to give advice but you are not an active cacher.

 

Oh yes, and I did get my map problem fixed with help from the good serious cachers in this forum. Thank You for the help.

 

Having raised three teenagers myself, I can tell you as you go along you will find (both here and in life) that those numbers do not always reflect the full picture.

 

So, despite your rude behaviour, Garmin apparently fixed the server issue on their side?

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knowschad

knowschad

Posted
Posted

Just typical disrespectful behavior. It's okay, though. I'm done with this one.

 

Behavior? I looked you up mama. You have only 28 finds since 2007 your last find in 2008. And 2434 post in these forums. Why are you criticizing people in this forum? You want to give advice but you are not an active cacher.

 

Oh yes, and I did get my map problem fixed with help from the good serious cachers in this forum. Thank You for the help.

 

Take a look at the number of finds in my profile, if that is what impresses you. I will also tell you to get an attitude adjustment before looking for help here or with Garmin.

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jholly

jholly

Posted
Posted

Just typical disrespectful behavior. It's okay, though. I'm done with this one.

 

Behavior? I looked you up mama. You have only 28 finds since 2007 your last find in 2008. And 2434 post in these forums. Why are you criticizing people in this forum? You want to give advice but you are not an active cacher.

 

Oh yes, and I did get my map problem fixed with help from the good serious cachers in this forum. Thank You for the help.

 

That is down right rude. The find count has nothing to do with the ability to help others. But this is something that has escaped you. You know, like many cachers Motorcycle Moma might not be logging her finds. But then this is something that escaped you. For all you know she may well have exceeded your find count.

 

Jim

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