Garmin customer support...another unaccountable entity

[SHOWBOAT]

Last September Katie bought me a Garmin 400c, that in theory has a 1 year limited warranty. I recently dropped it in less than a foot of water while fishing a shallow creek. I do not have a copy of the inital request I sent Garmin for support, as I responded through their "customer support site." However, Garmin's response to my request and the subsequent correspondance is pasted below. Any others have similar experiences with Garmin support? Any Garmin reps out there that want to make me whole before my frustration grows?

Garmin's response to my request for a RMA:
"Dear Brian,
Thank you for contacting Garmin International. I would be happy to help you out. The unit is not 100% waterproof so this would be a non warranty repair.

Since out side the one year warranty, we charge a flat rate that will include the repairs, software updates, and shipping back to you. The flat rate repair for the Colorado 400c is $150.00 US. I would recommend you contacting our support team at 1-800-800-1020 for payment by credit card. You can also reply to this email for payment by check. If you are wanting to set this up as a check payment or under warranty, please send me your shipping information, a daytime phone number and the serial number located on the back of your unit. I will in return send you an RMA with the proper shipping back to Garmin. If you have any further questions, please feel free to reply to this email or contact our technical support department at 800-800-1020.

With Best Regards,
Jonathan C
Product Support Specialist
Marine Team
Garmin International "


_______________________________________________________________________________________
My reaction this morning:

"Jonathan,

I am a little confused by your note. My GPS is only 6 months old and therefore under the 1 year warranty. Additionally, the GPS fell into less that a foot of water and was quickly recovered. The GPS packaging as well as the Garmin website clearly state "submersible" and in a "water proof case;" nowhere is there a disclaimer stating it is "not completely waterproof." This is a product I rely on for safety on the water, if it can't get wet, then I will need to find an alternative product that can. This is my third Garmin GPS, and I look forward to doing business with Garmin for years to come. However, if Garmin is not willing to support a $600 product, less than six months old, that fails to perform in accordance with your express warranties, then I will not be doing business with Garmin in the future.

Please provide some additional clarification as to why Garmin believes my GPS is not covered by the limited warranty as well documentation supporting that claim. I'm sure the other participants in the tournament I'm fishing this Saturday would be interested in seeing Garmin documentation to the effect their GPS units are not waterproof.

I look forward to hearing from you. Feel free to contact me at either number below should you have any questions as to my request.

FYI-since drying the GPS will turn on. However, there is still water under the screen and it appears the unit will not pick up satellites. It repeatedly display a screen that "firmware is being updated."

Thanks"

[wevans]

Do you have a copy of the reciept to send to them? Did you register it with Garmin? Are your numbers still in it "I may have to contact my source at Garmin for em"

[SHOWBOAT]

I still have the receipt as well as the original packaging. I did not submit forms to register the unit.

Hopefully the numbers are still in it. I can't get it to do very much.

[Tom Keels]

Did you put "Esquire" after your name? That might help.

[SHOWBOAT]

Did you put "Esquire" after your name? That might help.

already did...

[Jumptrout51]

Call them back and give them my name.
That should get a response.

[Reel Cowboy]

I've found that sometimes refering to the offending party's family lineage is helpful in resolving a matter quick. Just throw a few four letter words and "How big an ol' boy are ya" and they'll know they're not dealing with a push over and they'll straighten up.
A well timed "Yo Momma is" does wonders.

[georgiasportsman]

Maybe I made a good choice by buying the Humminbird instead of the Garmin!

[TallyFish]

Stick with it as you have only encountered pissant #1 whose job it is to make you believe that you are responsible and thus will give up . It will take moving up the chain and invsesting more time to convince them that you are serious and are not easily dissuaded. Speaking from experience ( not with Garmin) here, it may take months. However, when you are vinidcated it will be cause for celebration and will be well worth the effort.

An edit here: Accept NO phone calls regarding the problem insist on E mail only. One of their stalling tactics is to have someone call you to ameliorate the situation over the phone thus no written record. Another method is to offer you a % off discount on a new unit which only reduces their profit margin but keeps the customer happy. Also, they will employ time stalling ,usually by a "district" manager who may take weeks to get back to you. Then as you climb the ladder you may get the "hand off" time stall. Which is one "district manager" elevating you to another "district manager" due to the lower one not have the authority to resolve your issue all of which may be weeks. Be patient and stay with it!

Keep BBF and NFGFC posted as I know I am interested in a GPS unit and this may determine what purchase I make.

[Chalk]

Additionally, the GPS fell into less that a foot of water and was quickly recovered.

Sometimes telling everything isn't a good thing - if you had omitted this statement - I think you would of been fine. Just my .02

[RHTFISH]

Just curious as to how the unit was paid for? Good credit card companies and paypal and amazon will give you recourse through the period of the
warranty and refund your purchase and charge it back to the seller. Things then get interesting but if the warranty is not honored reputable
companies will "ante up." You may need to get someone, as a dealer, to inspect the unit and sign a notarized document as to the current status of the unit.
They do not have to comment on the history of the problem. I agree with Chalk you probably in good faith gave them too much info.
Good luck and keep us posted.

[SHOWBOAT]

I'll keep everyone posted.

I wondered if I was providing too much info, but when you look at the website and specs it clearly states waterproof and submersible. I question how you can submerse an 8" GPS in much less than a foot of water.

I believe the GPS was puchased using a MasterCard over the internet. Interesting potential remedy you mention there RHT.

JT, I take it you have had previous conversations with Garmin?

[Rainman]

Another option is to file a complaint with Florida's Consumer Services, housed within the Department of Agriculture. Just provide them with the info, especially the part about the package indicating it is submersible. They assign an analyst who's job is to help you solve your issue. The analyst will contact the company on behalf of the state and that usually gets some movement.

http://app1.800helpfla.com/cswebcomplai ... laint.aspx

In addition I believe some types of warranties are insurance related and regulated (may depend on if it is a manufacuter's warranty or extended warranty in which you pay for, at any rate they may be of help) so a complaint to the Department of Financial Services, Consumer Services might be another option. It certainly could not hurt.
Here's a link to that website:
http://www.fldfs.com/Consumers/contactus.htm

If your not located in Florida I'm sure Georgia may have something similar.

[SHOWBOAT]

Thanks for the advice. Per a PM I received I was advised to check into the IPX rating for this particular unit.

Upon doing so my frustration level grew, and the following note was added to my thread with Garmin:

"Jonathan,

Further to my point below, the IPX rating for this product per the Garmin website reads as follows:

IEC 60529 ipx7 "Most newer Garmin® GPS units are waterproof in accordance with IEC 60529 IPX7. IEC 60529 is a European system of test specification standards for classifying the degrees of protection provided by the enclosures of electrical equipment. An IPX7 designation means the GPS case can withstand accidental immersion in one meter of water for up to 30 minutes. An IPX8 designation is for continuous underwater use. "

This standard is in direct conflict with your response to my request for support below.

I am already be forced to compete in one tournament without my GPS. Please escalate my comments to your manager or the appropriate personnel as expeditiously as possible so I do not incur further determinent at the hands of an enduring support process.

Thanks again."

[TallyFish]

After a little research on the issue I believe everyone should familiraize themselves and read carefully with the Ingress Protection Code PRIOR to making any future electronic purchses labeled "MARINE".