Did I catch them on a bad week or does it always take 30-35 minutes of hold time to get a hold of them?
My experience was they always ended up doing the right thing, but getting there was a bit painful. Just my 2 cents.
I just had a phenominal experience with them.
I called and also got a long wait time message so I just sent an e-mail explaining my issue. (Watch pins broke causing the 310 to fall and crack the glass). Next day they sent me an e-mail with an RMA number. I shipped it off to them with a copy of the email they sent and I got a “new” one Fed-Ex’d to me within a week.
Awesome!!!
I just had a phenominal experience with them.
I called and also got a long wait time message so I just sent an e-mail explaining my issue. (Watch pins broke causing the 310 to fall and crack the glass). Next day they sent me an e-mail with an RMA number. I shipped it off to them with a copy of the email they sent and I got a “new” one Fed-Ex’d to me within a week.
Awesome!!!
This!!!
I have a 305 and emailed them, got back to me within about 8 hrs with a RMA Number and within the week I had a new unit.
Garmin has always treated me very good. I suspect the long wait times are because they take the time to listen and solve your problems and don’t rush to get you off the phone. They were flexible with my situation and took care of me, even after the warranty was up.
-Nick
Hold times on the phone are bad, but in the past I’ve had good luck with email (same day or next day response).
That said, I sent my 305 back for repairs 4 weeks ago, and nothing yet.
By the way, you might consider buying the quick release kit. It appears that the Pin issue is in the design of the band. The Quick-Release setup takes the pressure away from the pins and so this does not happen. Plus you get a handy-dandy bike mount.
My experience is less than positive; hold times were quoted on several days as greater than 45 minutes to an hour. Response time to my emails was approximately 3 days. Email response did not take into account the information that I provided nor did they answer some specific questions about the repair. Overall, dissatisfied.
Plus you get a handy-dandy bike mount.
I just flashbecked on Hugh Grant in ‘Notting Hill’, with the whoopsie daisies thing! Sorry. Couldn’t help myself…
I’ve dealt with them twice in Aus, and emailed them once. Have never received a reply to my email 6 weeks ago. Takes a while to get through on the phone. Have had my hrm from my 310 replaced twice now, and both times it took several followup calls and over 2 weeks and then 3 weeks to receive the replacements.