Jaws
LIFE MEMBER
- Sep 26, 2008
- 23,836
- 72,479
- Funster No
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- MH
- C class, Chieftain
- Exp
- since 2006 ( I think ! )
Over the years I have had many dealings with Garmin.. usually with a positive outcome, but this time......
We had been having odd problems with the 760 camper for some time.
Sometimes it could not work out a route, sometimes report no access, and finally this year, on the way to Beni, it got REALLY confused and could not work out where we were... Placing us once in a field, and then in the sea before throwing a complete tizzy and just dispaying a blank screen
When we got to Beni I hooked it up to the computer and did a full restore from the Garmin server
Bingo ! It came back to life... But if 'no tolls' was selected it still could not handle a route over about 300 miles
When we got back to the UK and I had 10 minutes, I called Garmin help desk.. It is an 0800 number
After running through a few tests the chap came to the same conclusion I had.. it was not a well GPS !
Arrangements were made to return it under their standard out of warranty scheme which has a cost of £109 all in
BUT, said the guy, we are desperately short of the 760 Camper.. I will send you the proformer invoice, and if you can get it sorted today I will reserve one for you.
Forms duly arrived, completed, and the £109 paid on line straight away.
Called back
Yes John, I can see it now and have put a unit to one side with your name on it
Old unit boxed and shipped that day
Two days later an email from Garmin to say the unit had arrived
Following day a mail with a link to a progress of order page.
Unit due to be shipped back on the 26th of March ( this was the 25th )
By Saturday there was no sign of it, and the progress bar had not changed.. still saying it would be returned on the 26th
So Monday make a fone call
Yes, there is a problem.. We do not have any 760's until the end of April
So I explained what had transpired and was put on hold
It would seem that Garmin are one of the few companies that do genuinely record telecons becuse after a few minutes the chap came back on with lots of sorries and said he would see what can be done
Another few minutes on hold, by which time I was somewhat hot under the collar..
He came back and said nope, there was just nothing he could do
I lost it a bit ( not too much .. not a full on spleen venting, but enough to make the point I ws not exactly ecstatic )
Tell you what, you refund the money I have paid and return my old unit.. it might not be great but was better than bugger all
Just a minute sir ( I had jumped from John to sir !)
On hold for several minutes this time
OK, we are going to upgrade you to a better unit, boxed and brand new.. ( the 770 LMT-D Camper )
Is that ok ?
It would be if they could get it to me next day as that is when I needed it !
After more hold music and a couple of false starts, yes, he had worked out a way round the automatic system and it would be here next day before 9am
And it was !
At 8am the UPS guy was knocking on the door
Soooooo.. conclusion
Garmin have always been pretty customer focused, and generally do as they say.
The 'repair' service (always just send out a replacement when they get yours ) has always been good
This time they cocked up a bit, but went above and beyond to rectify the problem, after only a tiny bit of prodding .
Well done Garmin, and thank you for delivering an excellent solution
I have been a customer for MANY years.. Currently have two bike units, three car units, and the camper one
With their actions they have ensured my continued custom and recommendation to others
Oh.. and I LOVE the 770 !! Brilliant unit that is FAR and away better than the 760
We had been having odd problems with the 760 camper for some time.
Sometimes it could not work out a route, sometimes report no access, and finally this year, on the way to Beni, it got REALLY confused and could not work out where we were... Placing us once in a field, and then in the sea before throwing a complete tizzy and just dispaying a blank screen
When we got to Beni I hooked it up to the computer and did a full restore from the Garmin server
Bingo ! It came back to life... But if 'no tolls' was selected it still could not handle a route over about 300 miles
When we got back to the UK and I had 10 minutes, I called Garmin help desk.. It is an 0800 number
After running through a few tests the chap came to the same conclusion I had.. it was not a well GPS !
Arrangements were made to return it under their standard out of warranty scheme which has a cost of £109 all in
BUT, said the guy, we are desperately short of the 760 Camper.. I will send you the proformer invoice, and if you can get it sorted today I will reserve one for you.
Forms duly arrived, completed, and the £109 paid on line straight away.
Called back
Yes John, I can see it now and have put a unit to one side with your name on it
Old unit boxed and shipped that day
Two days later an email from Garmin to say the unit had arrived
Following day a mail with a link to a progress of order page.
Unit due to be shipped back on the 26th of March ( this was the 25th )
By Saturday there was no sign of it, and the progress bar had not changed.. still saying it would be returned on the 26th
So Monday make a fone call
Yes, there is a problem.. We do not have any 760's until the end of April
So I explained what had transpired and was put on hold
It would seem that Garmin are one of the few companies that do genuinely record telecons becuse after a few minutes the chap came back on with lots of sorries and said he would see what can be done
Another few minutes on hold, by which time I was somewhat hot under the collar..
He came back and said nope, there was just nothing he could do
I lost it a bit ( not too much .. not a full on spleen venting, but enough to make the point I ws not exactly ecstatic )
Tell you what, you refund the money I have paid and return my old unit.. it might not be great but was better than bugger all
Just a minute sir ( I had jumped from John to sir !)
On hold for several minutes this time
OK, we are going to upgrade you to a better unit, boxed and brand new.. ( the 770 LMT-D Camper )
Is that ok ?
It would be if they could get it to me next day as that is when I needed it !
After more hold music and a couple of false starts, yes, he had worked out a way round the automatic system and it would be here next day before 9am
And it was !
At 8am the UPS guy was knocking on the door
Soooooo.. conclusion
Garmin have always been pretty customer focused, and generally do as they say.
The 'repair' service (always just send out a replacement when they get yours ) has always been good
This time they cocked up a bit, but went above and beyond to rectify the problem, after only a tiny bit of prodding .
Well done Garmin, and thank you for delivering an excellent solution
I have been a customer for MANY years.. Currently have two bike units, three car units, and the camper one
With their actions they have ensured my continued custom and recommendation to others
Oh.. and I LOVE the 770 !! Brilliant unit that is FAR and away better than the 760
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