Question For POI Factory Members That Work For Garmin

Over the years I have seen a number of errors within the maps, some major and some minor. I have reported quite a few, and have seen a resolution on almost all of the issues I have reported.

There is a very minor road error next to my house (the road on the map actually does not exist, although there were plans for one). I reported this and it was fixed within a few months.

Overall I have been pleased with my experience with Garmin. My first unit was a c340, which eventually stopped working properly after being heavily used and dropped quite a bit.

Some, and I repeat some, of Garmin's tech support people don't know what's going on or just don't want to be bothered that day. One example is when I was trying to get a list of what models show the upcoming cross street when you aren't navigating. The man I spoke to said none of the new models do. When I told him that it was kind of funny that I received responses from different members on the poi-factory that theirs did and from others that theirs didn't. He basically told me you guys didn't know what you're talking about. As I posted on the forums I then called the factory store in Chicago and the girl had a lady at Garmin call me that ended up emailed me the list I posted on the forums. She also told me that the tech support people had access to the list.

I also suggested that with all of the Garmin owners on the poi-factory why couldn't Garmin have someone with the knowledge that she had on the products monitor the website and answer questions that the tech support people couldn't. That didn't seem to be a good idea with her.

I have found out that answers to questions differ by who you end up talking to. I have gotten conflicting answers to problems/questions that I posed to them. I have gotten better responses from the people here on this forum.

I concur. MUCH better info available here.

Ditto

I've had the same experience and there does not seem to be a way to escalate a question, when you can't seem to get resolution.

I understand that Call Centers for tech & customer support anywhere have a flow chart type of approach to providing answers and guiding the call center operator. It would be impossible to train all of their people to be experts in all of their products. As these people become more experienced, I'm sure that they can get very good at providing answers beyond the cut and dry flow chart response.

If the training is lacking, I chalk that up to a management failure, for failing to provide either the proper monitoring and/or failure to provide the tools necessary.

When I was trying to get answers about problems with my NUVI2555LMT, I would get about 2-3 responses from the same person by replying and asking for the same person. This would go only so far and I'd get a new person, because the original person was on a different shift.

The only way I could escalate was to phone Garmin's toll free number and ask for a supervisor. This response worked and I got excellent help and resolution, but this seemed to be the "ONLY" mechanism available.

I have also had similar sense that Garmin support was not familiar with POI factory and the phenomenal technical knowledge that a number of members have here. Combine this with a flow chart type approach to learning and you have people that don't necessarily understand the full technical details like our experts.

Like I said, I believe that most of the Garmin faults start at the upper management level. The failings of specific tech people are the failings of Management.

Why does it seem Garmin's firmware updates are released beta for the consumer's to shake down, rather then a bug free version? Isn't there a beta program or is the department to thin on employees to fix reported problems from beta testers?

till the hackers get done sending out your cc numbers with your checking account numbers. They try i'm sure but can't pick up all the mistakes. If you don't like garmin try rand mcnally or tom tom. Oh well, trying to use express and it's all messed up can't read one gps from another.