+Oakley Otters Posted December 1, 2012 Share Posted December 1, 2012 Just having a bit of a grumble - we purchased a Dakota 20 from Garmin and was initially happy with it until we realized we were unable to calibrate the compass, through email Garmin advised us to attempt a master reset but this still didnt help with the calibration, Garmin then advised us to send the unit back to them and they would issue us with a new one, great. But on receiving it and opening it there was a big sticker saying ' refurbished unit'so after having purchased a brand new unit we have been given a 'second hand' unit. And also spending £7 of my own money on postage. After a letter of complaint to Garmin it appears in their statements they are within their right to do this!! I have now sent a further letter saying im still not happy and also a receipt for them to pay my postage. I was just wondering what other peoples thought are on this matter, i have now gone months without geocaching because of this. Quote Link to comment
+briansnat Posted December 1, 2012 Share Posted December 1, 2012 (edited) It is a standard practice with Garmin and many other electronics manufacturers to exchange a defective unit for a refurb. I've had several refurbed units from Garmin, as well as purchased other refurbed electronics devices. I've found refurbs to be every bit as good as new units. In fact they are often a bit better because every one is tested individually before it goes out the door. They don't do that with the stuff that comes off the production line. Edited December 1, 2012 by briansnat Quote Link to comment
+Isonzo Karst Posted December 1, 2012 Share Posted December 1, 2012 Agreeing with briansnat. I once returned a DeLorme gps for repair under warranty, got the unit back (fast both ways)as far as I could tell, completely unrepaired! no improvement at all. I returned it again, and got refurb unit, which worked fine (for a while). Quote Link to comment
+baloo&bd Posted December 1, 2012 Share Posted December 1, 2012 Generally electronic manufacturers will replace with new within a specified period, anywhere from 7 to 30 days. After that it is common industry practice to replace with refurb units. Cell phones go directly to the refurb route with no time period as a rule. Quote Link to comment
+Walts Hunting Posted December 1, 2012 Share Posted December 1, 2012 You sent them a used one that didn't work and got back a used one that did. Seems fair to me. Quote Link to comment
+briansnat Posted December 1, 2012 Share Posted December 1, 2012 Agreeing with briansnat. I once returned a DeLorme gps for repair under warranty, got the unit back (fast both ways)as far as I could tell, completely unrepaired! no improvement at all. I returned it again, and got refurb unit, which worked fine (for a while). I had three new DeLorme PN40s that I returned as defective. On my 4th try I received a refurb which has been going strong for several ye ars. Quote Link to comment
Keystone Posted December 1, 2012 Share Posted December 1, 2012 I am moving this thread from the Geocaching Topics forum to the GPS and Technology forum. Quote Link to comment
+Atlas Cached Posted December 1, 2012 Share Posted December 1, 2012 (edited) I own many Garmin GPSr units, including a Dakota 20, multiple Oregons, a Colorado, a Montana, and a nuvi. Only my Dakota and Montana are originals. The rest have all been replaced by Garmin at some point with refurbished units. All of my refurbished Garmins are still running strong and have lasted longer than the NEW units they replaced. I would suggest you get outside and start enjoying your perfectly functional GPSr!!! Edited December 1, 2012 by Atlas Cached Quote Link to comment
yogazoo Posted December 2, 2012 Share Posted December 2, 2012 (edited) Almost every product I have sent in for warranty service or replacement I've paid shipping. GPS, backpack, camera, it doesn't matter. Paying shipping on a return is the norm, even with most online retailers. Just be glad they didn't ask you to send a check to cover the shipping on the replacement. I also have almost always received refurbished units as a replacements. They are always as good as new. Edited December 2, 2012 by yogazoo Quote Link to comment
+Roman! Posted December 2, 2012 Share Posted December 2, 2012 In Canada a garmin GPS is over the counter exchange within the manufacturers warranty at most big box stores, not sure about the States but you can ask. Quote Link to comment
Braff-n-MandaRue Posted December 2, 2012 Share Posted December 2, 2012 I can understand some of the frustration. They paid new price for a GPS, and when it quit working they got a Refurb GPS in return. Something they could have probably found and bought cheaper to begin with. That is a bit annoying. On the bright side though, refurb products do seem to have better quality control. Like others on here, I've had better luck on refurbs than new. It's a good way to save money up front too, if you can find and buy a refurbished product instead of brand new. It generally has the same warranty as new, but with a discounted price. Quote Link to comment
+user13371 Posted December 2, 2012 Share Posted December 2, 2012 (edited) Garmin completely fulfilled their obligation under warranty: All Garmin products are warranted to be free from defects in materials or workmanship for one year from the date of purchase. Within this period, Garmin International, Inc. will, at its sole option, repair or replace any components which fail in normal use. Such repairs or replacement will be made at no charge to the customer for parts or labor, provided that the customer shall be responsible for any transportation cost. If they had simply repaired and returned your original GPS, that would still be a used unit, wouldn't it? ...I have now gone months without geocaching because of this. Really? You first posted about this in July, and statistics tab on your GC profile shows steady activity all season. Are you really just grumbling about £7 postage? Kinda reminds me of this unhappy customer: Edited December 2, 2012 by user13371 Quote Link to comment
+user13371 Posted December 2, 2012 Share Posted December 2, 2012 (edited) (Oops) double post Edited December 2, 2012 by user13371 Quote Link to comment
+dakboy Posted December 2, 2012 Share Posted December 2, 2012 Generally electronic manufacturers will replace with new within a specified period, anywhere from 7 to 30 days. After that it is common industry practice to replace with refurb units. Cell phones go directly to the refurb route with no time period as a rule. Time Warner is even worse - they issue refurb DVRs (the Scientific Atlanta units) to new customers by default. You have to take the box back to their office & tell them you want a new unit to get one that works properly with their current software (Samsung or another brand). Quote Link to comment
+Team CowboyPapa Posted December 3, 2012 Share Posted December 3, 2012 Well. I don't know how TW operates in other areas, but locally we rent cable boxes and TW DVRs instead of buy them. Last week I had to exchange at my TW Cable facility a failed box and came away with new one without a transfer of money. Consequently, I would hesitate to compare them to Garmin handheld GPSrs which are sold by Garmin, not rented. Now that the subject of TW cable devices has been introduced, I might offer a more valid comparison as one to renting a car from Hertz or Enterprise. Having signed the rental agreement, I have never driven away with a new car, i.e., one with 000,000 miles on the odometer. It appears that the business practices of rental car companies are equivalent to those of TW Cable. Quote Link to comment
+Team CowboyPapa Posted December 3, 2012 Share Posted December 3, 2012 Garmin completely fulfilled their obligation under warranty: All Garmin products are warranted to be free from defects in materials or workmanship for one year from the date of purchase. Within this period, Garmin International, Inc. will, at its sole option, repair or replace any components which fail in normal use. Such repairs or replacement will be made at no charge to the customer for parts or labor, provided that the customer shall be responsible for any transportation cost. I agree totally. Acknowledging the Ts & Cs, when I anticipate any difficulty with a purchase not meeting my expectations, I do not purchase online. I go to a walk-in, B & M store, frequently Best Buy, where a brief conversation with a sales associate establishes an understanding that I may return it to the store for full refund on a no questions asked basis. In this manner, I do not have to call 800-867-5309 for an RMA, go to a UPS franchise and pay for transit, and then wait for a favorable outcome. Quote Link to comment
+Oakley Otters Posted December 3, 2012 Author Share Posted December 3, 2012 thank you to the majority of the comments on here it has made me understand things a little more and i get what your saying with regards to the refurbs undergoing more testing, I was just going with a gut feeling, id bought a new product and it felt like id been given back a second hand product. I feel there are a few comments on here that are abit harsh! I am certainly not a grumpy moany person, far from it! Yes i have been doing the odd bit of caching (on my partners phone)!! and yes i am miffed about having to pay for the postage! Quote Link to comment
+Atlas Cached Posted December 3, 2012 Share Posted December 3, 2012 I feel there are a few comments on here that are a bit harsh! I am certainly not a grumpy moany person, far from it! It was the Fawlty Towers, wasn't it? Kinda reminds me of this unhappy customer: Quote Link to comment
+user13371 Posted December 4, 2012 Share Posted December 4, 2012 Fawlty Towers, harsh? Nah, classic comedy. Those who can't laugh at themselves leave the task to others Quote Link to comment
jholly Posted December 4, 2012 Share Posted December 4, 2012 thank you to the majority of the comments on here it has made me understand things a little more and i get what your saying with regards to the refurbs undergoing more testing, I was just going with a gut feeling, id bought a new product and it felt like id been given back a second hand product. I feel there are a few comments on here that are abit harsh! I am certainly not a grumpy moany person, far from it! Yes i have been doing the odd bit of caching (on my partners phone)!! and yes i am miffed about having to pay for the postage! I have been know to seek out refurb when buying tools. Checked out, factory warranty and generally save a few buck. I've exchanged units with Garmin several times. I have always been fully satisfied with what I got in return. Quote Link to comment
+Manville Possum Posted December 4, 2012 Share Posted December 4, 2012 I have Garmin and Magellan refurbished units as replacements from both companys. Quote Link to comment
+Redwoods Mtn Biker Posted December 4, 2012 Share Posted December 4, 2012 The best way to avoid this is to return it to the place of purchase. Quote Link to comment
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