Garmin failure

[Roger Long]

What are the chances, do you think, that I'll get a satisfactory answer to this email to Garmin? I'll let you know.


The battery contact of this unit purchased in May 2007 was found snapped off when I changed the batteries in the unit.

Picture at: http://www.rogerlongboats.com/images/BrokenGarmin.jpg

I know that I can send the out of warranty unit back to you for repair but I then have to buy a new one anyway in order to keep boating in the meantime. This seems like a rather premature failure for a nearly $300 unit only two years old so I am hoping you will do something to confirm my loyalty to Garmin products. In the meantime, I'm keeping it functioning with a piece of brass stuck in between the battery and what is left of the contact.

This unit has always been used in a holder at the helm and not been knocked around or dropped.

 

[Rob Hessenius]

I have read your email a few times and I have come to the same conclusion each time. What is it that you want Garmin to do for you if you are not willing to send in a unit that is out of warranty. Do you expect them to send you a new or refurbished unit to replace? Do you expect them to say screw you? What is it that you want?

Garmin has always been a very good company to deal with. In todays shipping world there is no reason that your expectations would be that you overnight your unit to Kansas and they fix it the next day(at your expense) and ship it back to you overnight. To me that is completely reasonable.

 

[tommays]

Its looks pretty dirty inside and well used

NOTE my unit is from 1995

 

[Roger Long]

In todays shipping world there is no reason that your expectations would be that you overnight your unit to Kansas and they fix it the next day(at your expense) and ship it back to you overnight. To me that is completely reasonable.

They do overnight? I didn't see anything on their web site about it. Most things like this take weeks.

$110 flat rate repair plus overnight both ways is half the price of a new one. Not terribly satisfactory.

 

[Roger Long]

Its looks pretty dirty inside and well used

It just went to Canada and back from Portland so it is well used. It didn't get any water in it. The dirt was picked up while jury rigging a contact on my workbench.

Still, I would expect more service life. I tried rebending the broken off piece to make a contact and it is incredibly brittle. Most battery contacts, even in under ten buck toys can be bent. This one snapped before being bent more than about 10 degrees. It's the cheapest kind of Chinese metal. I would have hoped for better in a vital navigation instrument.

 

[George H260]

All electronic products have a defined warranty period, and many companies are fairly flexible on repair policy. I have not had an opportunity to have my unit repaired but recommend you give them a chance to respond to your complaint. Let us know how it works out.

Based on my own limited experience with Garmin I'm pretty satisfied with the product. I keep hoping my 5 yr old Garmin will crap out so I can get an upgraded model. My G76 has gotten a lot of hard use and it's still ticking.

Every time I've contacted Garmin regarding software issues, they have been responsive.
I've had several different out of warranty electronic products repaired by the manufacturer and found in each case they either had a fixed repair cost that amounted to about 25 percent of the new cost or offered me a new upgraded unit at a significant discount. I think this is good business practice designed to encourage repeat business.

I don't know what Garmins policy is but as far as I can tell they have a fairly good reputation for quality and customer service. Let us know how this works out.

 

[Rob Hessenius]

Roger- Call Garmin's tech support and discuss this with a person. When you have come to a mutually satisfactory agreement, he will create an RA#(return authorization slip) that will contain all the needed information that will make this a very smooth issue. Be nice to the tech and you might really be surprised at what his "strokes of the keyboard" can save you in real $$. But the key is to treat him as you would expect to be treated.
Garmin is a very good company to deal with, let them prove it to you.

 

[pcjrusso]

RE Garmin

I fell on and busted the screen on my Garmin Handheld GPS. I called them sent the unit to them and had it back in 5 Days and a very modest cost
That kind of service has me sold on their products

 

[RichH]

Roger- Call Garmin's tech support and discuss this with a person. When you have come to a mutually satisfactory agreement, he will create an RA#(return authorization slip) that will contain all the needed information that will make this a very smooth issue. Be nice to the tech and he might really surprised at what his "strokes of the keyboard" can save you in real $$. But the key is to treat him as you would expect to be treated.
Garmin is a very good company to deal with, let them prove it to you.

Couldnt have said it any better.
Garmin, as well as most other boat electronics suppliers, will respond positively and quickly if there is a 'reason to'. A courteous and friendly telephone call is the usual pathway.

 

[Benny]

Somebody out there is praying that your sanitary hoses don't fail.

 

[sailingdog]

It is an issue on the older Garmin handhelds... but their customer service is excellent and they're likely to fix it for a very reasonable cost. BTW, it might be worth looking at the local Boater's world, as I got a brand new Garmin GPSMap 76CSx in one a couple weeks ago for just $160....

 

[Joe]

After a call to customer service, I once sent in a garmin unit using priority mail. Less than one week later the repaired unit was delivered to my doorstep via the same priority mail. Try calling customer service to get a quick response to your complaint.

 

[Tim R.]

I know that I can send the out of warranty unit back to you for repair but I then have to buy a new one anyway in order to keep boating in the meantime.

I don't get this. Didn't you just buy a 3000 series chartplotter? And people certainly did a lot of boating before there were GPSs. You seem like the type of sailor to have some paper navigation skills.

I agree with calling them. I had a chartplotter get a foggy screen out of warranty and they sent me a brand new unit. I also had them give me a free chart activation license for a new handheld because their online activation system was down.

Your email has a slightly negative tone to it and the folks who check those emails are their lowest level of support. Call them and speak to someone.

 

[Roger Long]

I don't get this. Didn't you just buy a 3000 series chartplotter?

Yes, but the handheld is still the primary because I can see the detail at the helm where it is mounted. Having two GPS units is great BTW. I keep the 3205 zoomed out for the big picture and route progress and the 76Cx zoomed in close in case I missed an * in my route layout and for finer tuning of the course. I can also work out alternatives and check distances on one without disturbing the routes on the other. There is also the back up factor.

I guess I was rather negative yesterday. Decompression after weeks of intense preparation for the big cruise and letdown after finishing it. Some failures I expect in electonics, flakey keys from overuse, circuit failures that could be static or power surges, etc. To find a $300 (at the time) unit disabled by worse than dollar store toy metalurgy in a vital part triggered some of my less charitable feelings. A battery contact should be working long after everything else has died.

 

[Cpt. Jon]

I'd avoid the negative tone, I sent something in out of warranty and they replaced it with a new unit. I was very pleased with dealing with them and have owned 3 Garmin GPS units.

 

[Roger Long]

Call them and speak to someone.

Day 3 of "All our representatives are busy helping other customers. Due to unusually heavy call volumn, wait times are currently over 30 minutes. For faster service, we suggest using our web site."

 

[Tim R.]

Wow, either something big is going on or they have reduced staff. Hold times were like that years ago but not recently.

Maybe try them later in the day. I think they are open until 7. Maybe 6:30 as others think they are already closed.

 

[Roger Long]

More of the same

Wow, either something big is going on or they have reduced staff. Hold times were like that years ago but not recently.

Day 4: At least they have changed the recording. It now says "waits of 30 - 35 minutes" instead of "over 30 minutes". I'll let you know if I ever get through.

 

[Tim R.]

Like I said. Something big going on.

http://www.sail-world.com/cruising/index.cfm?nid=57667&rid=11

 

[Roger Long]

Like I said. Something big going on.

I guess that makes me feel bett... CRUNCH! Yikes, I just ran aground

It's probably going to be a few weeks before it's worth bothering them about a broken battery contact.