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Open Letter to Garmin Australasia – Edge 305 Issues

The time has come, regretfully, to escalate my response to Garmin Australasia Pty Ltd’s (Garmin Australia) poor customer service in relation to issues with my Garmin Edge 305 purchased in November 2007. It has been frustrating dealing with Garmin and disappointing as their lack of customer service has distracted from what is other a reasonable unit.

On November 27, 2008 I sent the following letter to Garmin Australasia Pty Ltd and to Garmin International. I am awaiting their response.

27 November 2008

The Chief Executive Officer
Garmin Australasia Pty Ltd
Unit 19
167 Prospect Highway
SEVEN HILLS NSW 2147

Dear Madam/Sir

Open Letter – Garmin Australasia Pty Ltd

I am writing to you with regards to an ongoing and unresolved support issue. This issue relates to my Garmin Edge 305 GPSr purchased in November 2007.

The history to date:

August 4, 2008: I posted into Garmin Australasia Pty Ltd my Garmin Edge 305 serial number 374893830 along with its GSC 10 Speed/cadence sensor as both components had ceased to function (please refer to the attached letter).

August 15, 2008 (approximately): I received from yourselves what I believe is a refurbished Garmin Edge 305 replacement unit. However, I also received with it, my faulty GSC 10 sensor minus the battery cover. No explanation was forthcoming as to why the sensor was returned in this condition and no reason as to why it was not replaced.

I phoned your support line, 1800 235 822, and I believe I spoke to Andrew, who advised that he would email the Service Department to arrange a replacement sensor to be sent out.

September 12, 2008: As no replacement sensor has been received I again phoned your support line and this time spoke to Hamish, who said he would emailed the service department to arrange for a replacement. He also advised a replacement sensor should arrive by September 17, 2008.

September 19, 2008: As no replacement sensor has been received I again phoned your support line and this time spoke to Hamish. Hamish now advised that they you where awaiting stock and one would be sent out immediately upon receipt. No timeline was given nor was an apology provided.

October 11, 2008: As no replacement sensor has been received I again phoned your support line and this time spoke to Andrew. He advised that he was aware of my situation, was monitoring the situation and that a revised ETA for stock was late October, 2008.

October 20, 2008: An issue arose with my heart rate transmitter and I emailed Garmin Australasia at Australasia.Support@Garmin.com for advice on how to best address my issue. At the time of writing I have not yet received a response to that email.

October 24, 2008: I again phoned your support line and requested to speak to a supervisor. I was told I was talking to John who was a supervisor. I pointed out the history of my issues with the GSC 10 sensor and the lack of response with respect to the heart rate transmitter. John indicated a sensor was coming that day and that he would follow-up on the heart rate transmitter issue with Garmin USA and get back to me. He never got back to me.

October 31, 2008: As I had not heard from John I again phoned your support line and again spoke to John who again promised a GCS 10 sensor would be sent out and yes there was a problem with the heart rate transmitters and I should send it in for replacement which I did (see attached letter).

It is now November 27, 2008 and I have no replacement GSC10 sensor and no replacement heart rate transmitter.

So in summary I have contacted your “support” service eight times to have what should have been a pretty simple matter resolved. Do you think that is reasonable service? Do you believe that your organisation and your staff have acted appropriately? Regretfully I don’t.

I am therefore writing to you this one last time, requesting that you please address my concerns (no more promises please) and that you do so within 14 days.

Yours faithfully
Andrew Priest
Cc Mr Dan Bartel, Garmin International, Inc
Open letter – Aushiker.com

Update December 10, 2008: I received the following email from a Mr Saul Gordon, Service Manager, Garmin Australasia on December 2, 2008 and I picked up the replacement heart rate transmitter and sensor today from Australian Air Express.  It seems an apology from Mr Gordon or Garmin Australasia or Garmin International was too much to expect.

Dear Mr. Priest

I wish to advise that a new GSC10 and a replacement heart rate will be leaving today via Australian Air Express. You should receive that goods no later than Thursday this week.

Regards

Saul Gordon
Service Manager
Garmin Australasia

17 Responses to Open Letter to Garmin Australasia – Edge 305 Issues

  1. Tim December 7, 2008 at 3:06 AM #

    Nice blog, I will check back again for updates.

  2. Tim December 7, 2008 at 12:06 PM #

    Nice blog, I will check back again for updates.

  3. Philip Werner December 17, 2008 at 1:19 PM #

    Incredible story. I had an customer service saga like this recently with a web hoster. I think it’s important to call out bad customer service by manufacturers/service providers, as you have, but also to write about the superstars who “get it”.

  4. Philip Werner December 17, 2008 at 10:19 PM #

    Incredible story. I had an customer service saga like this recently with a web hoster. I think it’s important to call out bad customer service by manufacturers/service providers, as you have, but also to write about the superstars who “get it”.

  5. alpine car dvd player gps October 10, 2010 at 4:28 AM #

    Garmin International was too much to expect.

  6. Frustrated caller February 17, 2013 at 5:47 PM #

    Recently tried to phone Garmin in regards to the Basecamp software not delivering like it does on its tutorial videos. All this after paying $170 for its Aus & NZ maps for a dezl GPS. Tried phoning several times but only got appalling ‘wait” musac before giving up.

    • Andrew Priest February 17, 2013 at 6:39 PM #

      Disappointing to hear of your experiences. I really had hoped that Garmin Australasia would have improved its customer service. Have you tried your retailer to see if they can help you?

  7. alain guinot August 28, 2013 at 7:37 PM #

    Hello all
    Yes l agree with Andrew garmin customers service is a joke.they never send email as they say.l got 1 2595 l lost the map.called customers service 3 times .suppose to sent an email with a patch to re install maping.never an email came.l decided to send my gps to them with a prepaid return parcel to get done.let see how they will handle the issue. One l already know l will never buy a garmin again cz pooooor customers service.
    Cheers

    • Andrew Priest August 30, 2013 at 3:23 PM #

      Sorry to hear of your issues. It is a pity Garmin just don’t get it.

  8. Tony September 10, 2013 at 2:08 PM #

    Hi
    I have had a similar issue with an Edge 500 purchased in November 2011. Initially the heart rate monitor did not work. This was replaced by the retailer. Then the Cadence monitor failed. This was also replaced. After 10 months of use the Edge 500 died. I took it back to the retailer who sent it to Garmin for repair and replacement. After 6 weeks I got it back and it operated perfectly for 10 months and now the speedometer is not working. Took the Edge 500 back to the Retailer – Finelytunedathletes in Hampton Vic and they have now directed me to Garmin customer service 1800 235 822 in the Philipines. It now transpires that the Edge 500 which was refurbished only had a further 3 months warranty. I thought I would have another 12 months. All up very frustrating and sloppy customer service. They have agreed to do a case and maybe something will happen in a few days. All up a very poor product with multiple failure and a company that is not prepared to back their products.
    Cheers .

    • Andrew Priest September 13, 2013 at 8:31 PM #

      Sorry to hear this Tony but not surprised. I have personally given up on Rob Grinter and Highly Tuned Athletes after my latest round of Garmin product issues. I so wish they had some decent competition in the bike and hiking GPS space.

      I hope you get a positive outcome with your Garmin Edge 500.

  9. Caroline Wareham April 3, 2014 at 11:55 AM #

    Dear Andrew, Can I please have Saul Gordon email as I am desperately truing to update my car Garmin Navigator. I am getting no where with the Tech support. Thanks Caroline

  10. Phantom Guy April 22, 2014 at 9:40 AM #

    Hi Caroline
    My hassles trying to get a replacement FM/Power cable for my Nuvi 1390 that never worked for Traffic are similar to all the rest. Crap Customer service and like many Asian controlled companies (or managed like Garmin (Asia) Ltd out of Taiwan) they “hide away” with NO means of making contact with the Australian personnel or executives. May I suggest you type up your complaint (with any supporting docs) and FAX it to the Sydney fax number (02) 8882 6150 and hopefully that will reach someone in the Sydney office that will forward it to the Service Manager. Lets know if you get anywhere.
    Phantomguy

  11. Phantom Guy April 22, 2014 at 9:47 AM #

    Hey Moderators,
    I have TWICE activated but you still have a “hold” on my posting. Please MYA Thx.
    Phantom Guy

    • Aushiker April 22, 2014 at 7:06 PM #

      Sorry about that. Not sure why that didn’t work. BTW I am only showing one posting on hold which has now been approved.

  12. Wayne White November 26, 2014 at 11:04 AM #

    Open letter to Garmin Re: lack of or no customer servce.
    Dear Tony,
    I phoned today to get help with my Garmin nuvi 760, purchased 2008 for $559.00.
    To my disappointment I was told by a very polite Dennis at approx. 11:15am that
    nothing can or will be done.
    He made it quite clear Garmin won’t check, service or replace what was an expensive item that has only lasted 6 years.
    I thought I was buying a top of the line unit from a reputable company.

    Had I been told that it’s life expectancy was only about 6 years I would have bought a cheaper model.
    Or a different brand, like my mates $150.00 Tom Tom, still working fine after 6 years.
    Especially as Dennis told me, quote “I gets lot of complaints like yours”, please replay conversation as he confirmed it was being recorded.

    I can only assume the rest of your service dept. gets lots of complaints as well, as Dennis can’t be the unlucky one only to get the complaints.

    I do understand that there was only warranty for one year, however there should be service of some description, as this was not a cheap item.

    I really hope Garmin reconsiders it’s position on this matter.

    Yours sincerely
    Wayne White.

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