An experience not to be forgotten

It's good to hear good things about Garmin's Tech support.

I've only had a positive experiences ... but know how frustrating it can be for others who have negative experience.

What you state is pretty much true about the customer experience. A customer with a bad experience will tell ten people where a customer with a good experience will only offer their experience once.

Great report.

Not just the bad ones, and not just Garmin.
Glad you got that sorted out. And yes, dropped connections will cause havoc. Even very slow connections can create issues also.

Well, back in the days of Dial-up modems it always meant you had to start all over again.

It's much improved, but not flawless, as I've found out.

The new modem has not dropped out once, since it's been connected, thank goodness!

the call was free...they paid for the long distance, and they helped. I never have had a problem with them...they are very nice to deal with!

Glad your problem ws taken care of!

Me too, as it was not caused by anything they did wrong.

Again, THANKS to Joe for rectifying the problem.

great results with Garmin Tech, always helpful.

Good write up about your experience and praising Garmin for resolving. I too have only had good experiences with support the few times I used it.

Obviously your modem was the cause of the 2013.10 map download being corrupted. Was there no indication prior to that of issues with the modem dropping out?

I'm surprised that in fact it did install the map albeit in a corrupt form

You know, you have to wonder if the people that have bad experiences actually cause the "Bad Experience" themselves, by having a "Bad Attitude" when they call.

They call up all POed and make it hard for the Tech on the other end from the gitgo. Not the way to do it.

When you call, you should be just as patient as you can be. Most times, they have to go through a set routine to verify that you did all the right steps, and so on.

I troubleshoot computer CAD problems all the time at work. I can't count the number of times that a user swore that they are doing something correctly, but when you walk them through the steps - turns out they missed one. The responses vary from "Oh, I didn't know that" to the "It always worked this way before. You guys must have changed the software again.". Of course, that's why we HAVE to put everything in procedures and keep them updated.

Give the support techs a break, they have a tough job. Why should you make it harder?

This has been going on for months. Before, the dropouts only occured when there was more than one user accessing the internet through the modem.

This last week it got to the point where Mailwasher (or any automatic "check for updates" program) would access the modem to check for mail every 10 minutes and I was downloading video clips or other large files. It would dropout constantly. That's why I had ordered a new modem.

Well, it seems to be fixed now. Lesson learned - when it starts to go bad, fix it then or pay more later!

I've sent Garmin three problem reports.

In two of them, their only solution is to do a hard reset, which did not fix the problem. I figured out how to fix it, then told them what I did. I did not get so much as a thank you from them.

In the third, which was the disappearance of my free initial cyclops RLC file, they said they did not know of any RLC file, and the only way I could get RLC support was to pay them their price. Luckily I had backed up my device. When I sent them the name of the file, they said they found it a test device they had, but would not send it to me.

So, I've had only negative experiences with them.

David, a lot of users have had bad experiences with Garmin support when contacting them via e-mail or the online form. It seems Garmin gives far better support via direct phone contact. I am not making excuses for them, just reporting what I have observed in this and other forums.

Glad to hear that. Thanks. I'll try that the next time.

for reporting what happened.

All too often, something gets fixed and we never learn anything from the experience.

I hear you....

In this part of the world we have to talk with Garmin Australia. On 3 occasions I've found them pretty much to the point (as in crisp)but things happen. That's all I can ask, or want.

I have had good experiences with phone support. Email support has been hit & miss. On two occasions I have mailed a thank you card to Garmin, mentioning the CSR by name.

Glad to hear the positives about Garmin. I doubt many write the good stuff here. Glad to see your 660 is still running and that Garmin would help you out with such an older model. My daughter is still using her old 680.

Thanks for sharing your experience with us.

Sounds good. That was a lot of support for an old unit involving something that turns out not to be their fault whatsoever.

Another vote here for hearing about good experiences with companies too. I've only had a few minor issues for Garmin support and the issues were resolved quickly and professionally.

I've had to call Garmin Support a few times, and each time I had a very good experience with good techs.

I figured out it's best to call the first thing in the morning to avoid the long wait.

Thanks for sharing.

Always glad to hear good news thanks for sharing