[Clint]

Last year, Garmin replaced my 5 year old eTrex Legend free of charge after the memory battery broke free of the circuit board due to sloppy glue application. I wrote them a note via their support channel and received fantastic service.

They've earned my business again today. Following is the result of a request for a replacement cable for my Zumo 550's car cradle.

Original Message Follows: ------------------------


Subject: broken power cable

Message Body: Hello. I use my Zumo almost exclusively on my motorcycle, and had forgotten about the broken power cable in my wife's car. Even though I always removed the cable from the cradle when not in use, it cracked apart and is not making connections. I realize my warranty is probably expired, but it's been broken for many months, but I haven't needed it until now (motorcycle season is over). Thank you very much.

[email protected] wrote: Dear Clint,

Thank you for contacting Garmin International. To replace the cable,
please follow the link below:

https://buy.garmin.com/shop/shop.do?pID=1371

Please let us know if there is anything else we can assist you further.



With Best Regards,

Matt H
Product Support Specialist
2nd Shift Automotive Team
Garmin International
913-397-8200
800-800-1020
913-440-8280 (fax) Att: Matt H, Associate #5971
www.garmin.com
​

Original Message Follows: ------------------------

Hello, Matt.

I'm afraid this isn't a satisfactory response. This cable design is very poor, exposing the plug to incidental force by its protruding orientation, and the plug itself is flimsy and brittle. I would expect Garmin to handle the issue in a more responsible manner, not expect me to pay another $28 to fix a design problem with a $700 unit.

Thank you.

Clint

Dear Clint,

Thank you for your reply. I checked your device and it showed a first satellite acquisition date of October 18, 2008 and that is close enough to the year for me to go ahead an send you a replacement vehicle power cable under warranty. I placed order number 17044709 for this cable. You should have it within 3 - 5 business days.


With Best Regards,

Tom S
Product Support Specialist
Automotive Team
Garmin International
913-397-8200
800-800-1020
913-440-8280 (fax) Att: Tom S, Associate #5753
Garmin | Follow the leader
​

 

[Thundurburd]

Interesting, that's good to know. Kudos to you for handling it tactfully.

 

[Clint]

I did send a thanks, and assurance that I remain a loyal customer of Garmin. It appears that each reply ends up with a different representative, though, so I'm not sure what that's worth to them.

 

[Cirquerider]

I just received a free repair kit for my charger from Garmin. I have a Nuvi 660 that has an FM traffic receiver built into an expensive car charger. The tip is plastic and it exploded last week. Garmin was aware of these breaking and has a kit they send out for free even though the unit is not under warranty.

 

[omegajim]

Last year, Garmin replaced my 5 year old eTrex Legend free of charge after the memory battery broke free of the circuit board due to sloppy glue application. I wrote them a note via their support channel and received fantastic service.

the guys are at the warehouse and thinking "whaddya we gone to do with these obsolete pieces of junk?"

"oh wait, a guy wants to replace his, hooray!"

sorry, couldn't help it.

It does encourage me to buy Garmin, though.