Garmin disappointment

[davidusvi]

Have had a handheld GPSmap 76 for a long time and liked it; but now I need more of a chartplotter than just a GPS. The wife got me a GPSmap 76Cx, told me it was a bargain -- apparently because it's been discontinued.

So I check out the website and there are marine charts for sale. To get on the water right away, I select the "download" option. They tell you only select this if you have high speed connection -- which I do. They don't tell you how long it will take, ASSUMING Garmin's website is working right (which it hasn't been). My last attempt reached 72% completion after a 5 hour connection.

After two days of trying, I get the following basic response from customer service: Gee we're sorry, but we said it was non-refundable. I can put a chip in the ground-based mail to you, you'll have it in a week (maybe). Or you can wait until our IT guys get around to deciding that proper server functioning matters when engaged in e-commerce. But we have your money now, so that fact that you cannot use what you bought from us is your problem, not ours.

Sorry about the rant, but I think Garmin should do a better job of setting customers' expectations low enough that they can be met.

[Minnewaska]

Totally bummed to hear your experience. I'm not familiar with your unit, however, its reasonable to think that a discontinued product isn't going to get good service, if any service at all. That's specifically why they can't sell at full price. Again, sorry for your experience.

[LinekinBayCD]

Originally Posted by davidusvi

Have had a handheld GPSmap 76 for a long time and liked it; but now I need more of a chartplotter than just a GPS. The wife got me a GPSmap 76Cx, told me it was a bargain -- apparently because it's been discontinued.

So I check out the website and there are marine charts for sale. To get on the water right away, I select the "download" option. They tell you only select this if you have high speed connection -- which I do. They don't tell you how long it will take, ASSUMING Garmin's website is working right (which it hasn't been). My last attempt reached 72% completion after a 5 hour connection.

After two days of trying, I get the following basic response from customer service: Gee we're sorry, but we said it was non-refundable. I can put a chip in the ground-based mail to you, you'll have it in a week (maybe). Or you can wait until our IT guys get around to deciding that proper server functioning matters when engaged in e-commerce. But we have your money now, so that fact that you cannot use what you bought from us is your problem, not ours.

Sorry about the rant, but I think Garmin should do a better job of setting customers' expectations low enough that they can be met.

You were having problems with the download and they offered to send you a chip. Where is the problem with that? What did you want them to do? I have had a vairety of Garmine units over the years and have found that their software upgrades and customer service is pretty good.

[rockDAWG]

You are not the only one. Garmin has the worst custom service known to man. I have sent emails and called their 800 number. They put in on hold for hours I can't talk to a person.

Your best bet is canceled your order if you can can or call your CC company to cancel the order citing that Garmin download problem, then order from other trusted vendor.

[Minnewaska]

I have a sneaky suspicion that Garmin did not sell the discontinued unit directly, so trying to cancel the order wouldn't punish them. That so?

Either way, if it was sold as non-refundable, the CC company isn't going to roll over either.

[davidusvi]

The unit is discontinued; but what I bought directly from Garmin is the map software. I can return the unit; West Marine will refund the purchase price. But the problem is the software (the map data) and, more particularly, the delivery system. If they cannot deliver by download, they should not offer that. They offered to send me the chip -- in a week, which does me no good this upcoming weekend. They will not recognize their failure and a customer service opportunity by spending the $12 or less it would take them to overnight it.

Of biggest concern, though, was the customer service rep who did not sound genuine in his apologies. Instead he made it seem like it was MY fault because I should have read the part that says "no refund even if the failure to deliver is Garmin's fault." I do hope the CC company will not honor Garmin's reliance on that fine print and failure to deliver.

[nickmerc]

I am bummed to hear of your bad experience. I had the opposite experience with them when I was trying to get my Raymarine ST2000+ to talk to my Garmin GPSMap 441. Garmin responded to my emails within 24hrs. Even during a holiday weekend. Raymarine however, has yet to get back to me. I contacted them in June 2010. I tried everything Garmin suggested and have given up on this project as I have other more important things to work on.
________
Zoloft Lawsuit

[msulc]

Garmin has been good about answering my issues with the GMR 18HD and 4208. I am not necessarily happy with the answers, but they have been very responsive.

[Minnewaska]

Originally Posted by davidusvi

.....I do hope the CC company will not honor Garmin's reliance on that fine print and failure to deliver.

Unless Garmin themselves folds, the CC company can't force them to give you a refund. The CC company may give you a temporary credit while the merchant (Garmin) is asked to defend the charge. If they send the CC company the non-refundable language, the game is over and they re-bill you. While I know it didn't meet your schedule, it does sound like they tried to make good by sending the chip. Internet downloads can have a lot more go wrong than just the provider.

[SEMIJim]

Originally Posted by davidusvi

... what I bought directly from Garmin is the map software. I can return the unit; West Marine will refund the purchase price. But the problem is the software (the map data) ...

Software is nearly always non-refundable once you open the package. By gaining access to the download and, more importantly, executing the download (they may not be able to tell whether or not you completed it), you "opened" the "package."

Go buy any software (and that includes movies, music and e-books), "open" the "package" and then try to get a refund.

Originally Posted by davidusvi

...and, more particularly, the delivery system. If they cannot deliver by download, they should not offer that.

They're overloaded. I'm not making excuses for them, but you're trying to download off their site at the same time as every other person on the planet that received Garmin electronics for Christmas. Is it any surprise their site is over-loaded?

It's not just Garmin. I've been seeing that complaint about a lot of electronics manufacturers whose devices can get updates and data from their sites. Also taking people forever in a day to register their new toys.

Originally Posted by davidusvi

They offered to send me the chip -- in a week, which does me no good this upcoming weekend.

Surely you're exaggerating just a bit? Or would you have us believe you planned a sailing trip for this weekend predicated on the use of a device you were going to receive for Christmas, with which you had no familiarity or experience?

Originally Posted by davidusvi

They will not recognize their failure and a customer service opportunity by spending the $12 or less it would take them to overnight it.

I can understand and appreciate your disappointment. I'd be miffed, too. No doubt it's much easier to be dispassionate and objective when you're on the outside, looking in. I agree that I'd find Garmin's response less-than-satisfactory, but it's not like they're leaving you totally out in the cold, either.

Originally Posted by davidusvi

Instead he made it seem like it was MY fault because I should have read the part that says "no refund even if the failure to deliver is Garmin's fault."

Garmin has not yet failed to deliver. And if you have legal counsel available, ask them. They will tell you that failure to read the contract is your fault. I'm going to bet you clicked a link that said something like "I've read, understood and agree with the terms and conditions of the sale," too.

Originally Posted by davidusvi

I do hope the CC company will not honor Garmin's reliance on that fine print and failure to deliver.

So, rather than waiting a week for the chip, you're going to go to the trouble of disputing the charges with your credit card company? That'll be more trouble, and take longer, than it would to get the chip.

Btw: Under law, you're not supposed to file CC charge disputes until you've made an honest attempt to resolve the dispute with the merchant. I don't think either the CC company or Garmin will take kindly to your abusing the process.

Jim