The worst customer service and support that I have experienced in my life.
Problem: Garmin 305 doesn't connect easily with satellite and the upload on Garmin connect shows different data from the ones displayed on the device.
Called customer service and the waiting time has been anything from 35-50 minutes. Finally, I got through and a Prima Dona wannabe called Aimee asked me the same questions with regard to the nature of the problem about 5-6 times and the approach was that the caller was an idiot and the attitude was that it is best that we torture the caller and cross reference again and again rather than listing rationalising and wanting to help and troubleshoot existing problem.
Then, a bright light bulb lit and indicated that they have problems with the website over the last weeks and the issue was with the site and "CERTAINLY" not with the device and it best that I wait a few days and try again. Not sure how she has reached this conclusion but hey....
I re-elaborated, once more, that the problem extends beyond the current weeks she was talking about and dates back to months now. I repeated that I have called twice and 2 of her colleagues have asked me to reboot the device which I did but the issue is still exactly the same. Then she put me on hold and went to check with her supervisor.
Came back and we went through the same Spanish Inquisition. Same questions over and over. Not sure whether she comprehended the nature of the problem, was on her cloud nine rather than doing her job, or basically has been trained by Garmin to repel any problems and push for a new purchase.
BTW, brace yourselves...this was the second faulty device that I have received. Initial one was purchased from a very reputed store in London was sent out within warranty time and I have inherited this faulty replacement that I continue to face issues with ever since the first time that I have switched it on.
Back to Ms Knowledgeable Aimee, she finally conceded and we have settled to send out the device for check.
I posted the device and within 4 days, an email reply was sent by the one and only Ms Aimee indicating that they have done their own check and have concluded that there was no fault with the device, it is in perfect working condition but the cable/lead that I was using not a a genuine Garmin (Please note that this is the same lead/cable that was in a sealed boxed once Garmin was purchased).
So, I waited another 3 weeks and the device didn't show up. In the interim a new email lands into my inbox with a link to a survey asking whether I was satisfied with the service and that the problem has been resolved. Puzzling!!!!???
So I rang again (wait time was 45 mins this time) and it was my best luck again with Garmin as the same Ms Aimee answered the phone!!!!???. ...I queried about the dispatch of the device; so, she put me on hold and came back saying she at the moment she cannot retrieve it but added that she will look into this and get back to me.
48 hrs later a new email was received indicating that the Garmin has been dispatched via UPS. Amen , I said. Finally we're getting somewhere after over 6 weeks of waiting time and investigative questions and engagements with Ms Aimee that resemble one is on the dentist chair going through the extraction of all wisdom teeth at once and without any sedation.
Hallelujah, The Famous Device finally arrived about 1 hr ago and to my shock the initial problem is still there. Device is currently sitting outside in the plain air for the last hour looking for the satellite and is unable to connect.
I leave this to your personal reflections; however, mine point towards the assumption that the very faulty device was not even touched or looked at in the first place.
Exceptionally appalling experience!!!
For the benefit of the doubt, I waited an additional 15 minutes - so now device been out waiting for satellite 75 mins and not connection.
I will submit this review and take the device to a newly building site to burry it under the big 6 wheels truck and go and look for a device from a different manufacturer. Garmin use to have a good name compatible with reliability and service. Not any more.
I have used Garmin products since the days of the Emap unit. Garmin's customer support was pretty bad back in the day as was their map unlock code rules. However, in recent has greatly improved their phone service (last call they picked up on the first ring) and have included Lifetime Maps as part of the cost of the unit so the map codes are more transparent to the user.
Tried to contact Garmin via Learning Centre for training on Edge 200 (as per their enclosed recommendation) - waste of time, no training/help on that site. Garmin talk the talk, forget trying to get them to walk the walk, once you have purchased they are not interested. Garmin Customer Service - doesn't exist!
Garmin have been awesome - I have had a Garmin 660, the first had some issues and Garmin replaced it with minimum fuss. The one I have now has not missed a beat in over 4 years.
I will be sticking with Garmin.
I purchased a Lifetime updates from Garmin. I live in North Carolina but travel to the northeast and other parts of the USA. It seems each year I receive less on my up- date. This year I only received the southern USA and Mexico. I feel that the Garmin people are ripping me off and besides Mexico, why me. My last name is derived from Italian Heritage and Spanish.
I want my system up dates to include North America or Canada, NOT MEXICO, and if you don't want to give lifetime up dates you should't offer them.
I contacted Garmin support last week. There was no wait time! I have used Garmin since the days of Emap and the old days Garmin's technical support wait time was terrible but seems they have added lots of techs to answer the phone. -JEP-
My nuvi 1490 has been sitting at step 3 0f 3 updating maps for 12hours . all that time indicating time remaining 58 minutes. what shouldI do . is it safe to disconnect or will it be corrupted. I did not appreciate that "lifetime updates" meant that updates take a lifetime