Has Garmin lost its edge?

[Squier]

I wouldn't just let it go.

 

If it's a known and common issue they need to sort it out, even if it is a month after the warranty has expired.

 

I agree that Garmin is well within their rights, but they can choose whether they follow 'the letter of the law' (.i.e. T&Cs) or whether they look after a customer that their product has let down.

[BigDL]

 

My point is, if Garmin was so good and they last for many years without fail, then surely if just one item goes faulty after 13 months then this must be a very exceptional case, and if so, Garmin should have done a bit of PR and accommodated the OP and replaced it at no charge. They would have lost out on a small amount of money and gained a customer for life, and would not have got a negative review of their product in an online forum, potentially for the whole world to read about. 

 

 

However, if the quality of their products is not that good, then they will have to stick hard and fast to their warranty otherwise it will get expensive. So did the OP get a dud and Garmin are just being hard assed about it, or are their products not that good? We will never know unless we have people like the OP putting it out on the internet so that we can get a feel of what we might be in for when purchasing their product.

 

 

 

I wouldn't just let it go.

 

If it's a known and common issue they need to sort it out, even if it is a month after the warranty has expired.

 

I agree that Garmin is well within their rights, but they can choose whether they follow 'the letter of the law' (.i.e. T&Cs) or whether they look after a customer that their product has let down.

 

 

Thus far we only have the OP's point of view on the matter. Perhaps there is more to the story,  but you go ahead and verbally crucify these guys based on one persons point of view. 

 

I am still keen to know how far out of warranty you feel that they should be repairing faulty units, that are not a known issue (just because the OP says it is does not make it so). 

 

Garmin sells millions and millions of devices every year and have a well deserved reputation for incredible service and ownership of problems. Do you not think that they may have valid reasons for not bending over and allowing the OP to decide the terms of the warranty on their products?

 

I would be interested how you would feel if one dissatisfied customer of yours jumped on social media and every tom, dick and harry had an opinion about how you should run your business before you even had a chance or opportunity to respond, even if, on the face of it, you had been very reasonable in your approach? 

 

The reason that the hub is so pro Garmin is because of their service and support. 

[Edition 507]

Thus far we only have the OP's point of view on the matter. Perhaps there is more to the story,  but you go ahead and verbally crucify these guys based on one persons point of view. 

 

I am still keen to know how far out of warranty you feel that they should be repairing faulty units, that are not a known issue (just because the OP says it is does not make it so). 

 

Garmin sells millions and millions of devices every year and have a well deserved reputation for incredible service and ownership of problems. Do you not think that they may have valid reasons for not bending over and allowing the OP to decide the terms of the warranty on their products?

 

I would be interested how you would feel if one dissatisfied customer of yours jumped on social media and every tom, **** and harry had an opinion about how you should run your business before you even had a chance or opportunity to respond, even if, on the face of it, you had been very reasonable in your approach? 

 

The reason that the hub is so pro Garmin is because of their service and support. 

 

Shouldn't your name be Garminfish?

[Showtime]

I wouldn't just let it go.

 

If it's a known and common issue they need to sort it out, even if it is a month after the warranty has expired.

 

I agree that Garmin is well within their rights, but they can choose whether they follow 'the letter of the law' (.i.e. T&Cs) or whether they look after a customer that their product has let down.

 

Even 20 people on the internet with a similar story won't make it a known and common issue if Garmin have sold 40 000 735XTs. We simply don't have the stats to make that statement.

 

As a fellow 735XT user I would also be disappointed but honestly, I would pay the R2000 for a new one.   

[Andreas_187]

It has known problems, they should fix it even though it is just out of warranty.

[Hackster]

Not sure if anyone has asked this question: Why does Garmin have a 'replacement-at-a-price-outside-of-warranty' policy in place?

 

Surely this indicates that they're anticipating a higher-than-socially-acceptable number of failures?

 

While I like Garmin and their products I have personally experienced or heard firsthand of too many similar scenarios. 

 

I'm in the market for a new bike GPS to replace my Edge 520. While comparison shopping, I'm adjusting Garmin models' pricing to include the '13 month replacement fee'. Seems only logical.

[Eldron]

I'm in the market for a new bike GPS to replace my Edge 520. While comparison shopping, I'm adjusting Garmin models' pricing to include the '13 month replacement fee'. Seems only logical.

I bought the original Edge 500 and it performed flawlessly for around 6 years until it got stolen so I reckon you need to add "The Edge range have infinite lifespans to your shopping model. Seems only logical.

[Hackster]

I bought the original Edge 500 and it performed flawlessly for around 6 years until it got stolen so I reckon you need to add "The Edge range have infinite lifespans to your shopping model. Seems only logical.

I wasn't quite as lucky. Mine was replaced at  (grammar) a price. As was a friend I ride with. Another friend who bought one at the same hasn't experienced a moments' trouble. A bit of a lucky draw...

[Edition 507]

I bought the original Edge 500 and it performed flawlessly for around 6 years until it got stolen so I reckon you need to add "The Edge range have infinite lifespans to your shopping model. Seems only logical.

Proves my point!

[Cyclewizz]

It has known problems, they should fix it even though it is just out of warranty.

 

Like somebody said earlier, the line has to be drawn at some stage.

What would the "just out of warranty" period be ? month 13, month 14, month 18 ?

 

 

 

 

I'm in the market for a new bike GPS to replace my Edge 520. While comparison shopping, I'm adjusting Garmin models' pricing to include the '13 month replacement fee'. Seems only logical.

 

With your logic then you'd also have to include a replacement value for other devices as well ?

 

I bought an Edge 500 on here about 8 years ago and it's still working 100%.

Also have an Edge 800 which is about 7 years old and still works 100%.

 

I did have a 310XT go crazy on me after a few years and I was given the option to upgrade to the 735XT or the 920. At the time they didn't have stock of the 920 so I took the 735. Was given the option of waiting for stock of the 920.

 

Unlucky for the OP that his unit died in the 13th month (and was given the option to get the exact same unit for R2k)

Some are lucky that are given the exact same option after using the 310XT for a few years.

[Eldron]

I wasn't quite as lucky. Mine was replaced at  (grammar) a price. As was a friend I ride with. Another friend who bought one at the same hasn't experienced a moments' trouble. A bit of a lucky draw...

 

Sadly that is the truth with most products - some will have well above expected life and some poor life. The really unfortunate (like this guy) are unlucky enough that their end of life is just after warranty expiry.

 

Personally I rate Garmin above Polar, Suunto, TomTom etc. The average experience in my circle of friends has been well above other brands.

 

R2k is a fair whack of change for 13 months use - that coupled with the 735XT having a reputation for losing it's waterproofing*** would make me agree with the Swiss - Garmin should offer him an upgrade at a reasonable price (all in my opinion of course).

 

***many reports I have read suggest people are oblivious to the DON"T PUSH BUTTONS UNDER WATER rule which could exaggerate the failure rate (the OP said he doesn't remember if he pushed a button or not). 

[BigDL]

Shouldn't your name be Garminfish?

Seriously, that’s your response??

[Hackster]

Some are lucky that are given the exact same option after using the 310XT for a few years.

This is the part that I'm conflicted about. The replacement-at-cost option when the unit is a few years old is amazing customer service.

 

But when it's a month out of warranty... as much as I agree that they're doing more than they're obligated to (and more than other similar companies do) it still burns. 

 

All that said, I hate to have to warranty anything sold to MTBers...

[WIPEOUT 1000]

From my perspective, the problem is not so much that the unit failed, nor Garmin’s replacement policy, but rather the expectation as to how long a relatively expensive piece of equipment should last.

 

 

Given the consumer society we have become, I find this a really interesting discussion. I.e. we live in a world where the majority of consumer goods are generally replaced for other reasons than actual product failure. The classic example being mobile phones, e.g. people are willing to spend a fortune on a new phone only to replace it as soon as the next model appears.

 

 

Furthermore, recognising their customers’ insatiable desire for new things, manufacturers have adapted their products accordingly. E.g. in order to make things cheaper and to sell more, the majority of these devices can no longer be repaired and although not overtly stated, the majority of these devices are designed to become obsolete anyway.

 

 

Therefore the question, do we really want things to last forever and if so what are we willing to pay?

 

 

If not, what is a reasonable life expectancy for this type of device? E.g. we generally replace our mobile phones every 2-3 years. How long do we expect our Garmin devices to survive?

[Cat2forLife]

[Squier]

Thus far we only have the OP's point of view on the matter. Perhaps there is more to the story,  but you go ahead and verbally crucify these guys based on one persons point of view. 

 

I am still keen to know how far out of warranty you feel that they should be repairing faulty units, that are not a known issue (just because the OP says it is does not make it so). 

 

Garmin sells millions and millions of devices every year and have a well deserved reputation for incredible service and ownership of problems. Do you not think that they may have valid reasons for not bending over and allowing the OP to decide the terms of the warranty on their products?

 

I would be interested how you would feel if one dissatisfied customer of yours jumped on social media and every tom, **** and harry had an opinion about how you should run your business before you even had a chance or opportunity to respond, even if, on the face of it, you had been very reasonable in your approach? 

 

The reason that the hub is so pro Garmin is because of their service and support. 

 

Ok, we don't have to get all facebook-emotional about it.

 

It's called discretion and they are fully entitled to use theirs as they see fit. If it was my customer, my faulty product and my decision I know what I would've done.