Garmin Map Update-From the horse's mouth

I registared my Nuvi on 4/19 and made it in just under the wire of 4/12 for the free upgrade. No reciept needed just have to fax them my name address and serial#

I agree!! This morning I got an email from Tech Support that my update was on order "free of charge" after having received a copy of my receipt for purchase after May 1, 2007. The receipt was needed and I, for one, had no problem providing it to them as requested. Maybe those who have made it hard for the rest of us will do the right thing in the future, but somehow I doubt it...

A huge thank you to Garmin for their effort to make it right for those of us who do things the right way!! A company who DOES believe in customer service!!!

They e-mailed me back today and said they are not offering any free updates regardless of the age of the unit

I would try again if I were you, assuming you have a recently purchased unit and a receipt proving that and you have registered it on the Garmin site. Some folks at Garmin don't seem to have current information as mentioned by others on this site. Getting a different person, being polite and asking, not demanding (as others have said) does more good... Worked for me using Tech Support e-mail and two calm, un-demanding e-mails to the same Support person was all it took, with a third e-mail with a copy of my receipt...Hope this helps...

I purchased my Nuvi 350 on April 24th so I am assuming this falls under the guidelines of the free upgrade. Can anyone provide a good contact at Garmin for me to email so that I end up dealing with someone that knows about the upgrades going out for free to recent purchasers?

Your assumption may be correct, however, the Tech Support e-mail I got said May 1, 2007 or later. You will have to try several times to get someone to hear your plea, as many at Garmin still do not seem to know the policy. Several tries are usually necessary...

I purchased my 660 on 3 Jun. I also registered it the same day with Garmin. I opened a ticket last night online with Garmin to request the 2008 update. Today I got this reply: "I have ordered you the DVD update disc as a goodwill gesture. This should ship in a couple of weeks and your order ID is: ........" I wasn't asked to provide a proof of puchase. I guess they looked up my serial number from my registration and also somehow decided I recently purchased it.

Barry

Oh well I guess i have to pay for the new CD my unit is over a year old Just my luck LOL

I just got off the phone with Garmin as I couldn't find any Tech Support online? My husband purchased the Garmin C330 for me and I just got it. I have been reading this site and decided to call Garmin Customer Service. She told me they were still in the process of making a decision on whether to provide the update to new purchasers. Said it is already being supplied with Amazon orders, however, mine came from Costco.

Customer Service seems to be all over the map (no pun intended) with their answers. The FAQ section on Garmin online is lacking and I can't seem to get anything to come up when I try that. Online support seems to be non-existent.

Hi,

After reading this post, I called Garmin support in hopes of getting a free map update.

There was about a 20 minute wait before a support person would answer. I was told by the support person that everyone is calling up for a free map update.

I politely asked what is considered a recent purchase because I "ordered" my Nuvi 350 in March but did not get it until "April".

He told me a recent purchase would be considered anything within 60 days of the map update release. According to him, the map update was released during the week of July 9 to 13.

He told me to fax in my sales receipt anyway to Garmin Product support. I asked him how I would know if I qualify for the update or not. He said they will contact me through my mailing address. I found that to be a little bit odd.

So I guess it's just wait and see. He did mention to me that although the map update has been released, they don't have the DVD in stock now.

Like another poster said, I guess you will get a different response depending on who answers your call.

It sounds a little odd of not having DVD's in stock. Knowing before hand approximately how many they will need. In the thousands..... How long does it take to mass produce (burn) a DVD?
Surley there not doing them one at a time on a PC.

Who told you it was a free update? Was it Garmin, or the Best Buy guys who will promise anything to make the sale?

I was told the unit was "Voice Activated" and they said all I had to do was speak the address I wanted to go. Of course I knew better.

If you get a promise from teh dealer, check with Garmin.

I purchased a ZUMO 550 in March. It came with City Navigator V8. I called today and talked to tech support about the upgrade to Version 2008. The tech put me on hold so he could talk to his supervisor, came back gave me an order number and said my upgrade will ship as soon as they have them in stock. All I had to do is provide the serial number of the ZUMO. The tech said that they have to check and get supervisor approval for the upgrade but that so far he had not been denied on any requests for systems in warranty.

Clyde

Actually, that is the last thing to do. The best thing to do is to act like a decent civilized human being and ask nicely. Generally they will be happy to help, and are more likely to help someone who approaches it with a little dignity, than someone who wants to "get in their face". That attitude will get you nothing, maybe hung up on, and rightfully so.

I talk to Garmin on a regular basis, and the reps biggest complaint is the person who "gets in their face". I have been told they are more likely to bend for people who are understanding and kind.

I have to laugh at people who think it is just a "snap" to produce something. They have to make purchases, make tests and make sure it loads. Then they have to check the maps and make the order for hundreds of thousands of DVD's. (Who knows the exact number).

If it were as easy as "just burn the disk", perhaps more people would be doing it....but that's just me. Perhaps I am more understanding and patient.

Yesterday I called Garmin and spoke to a customer service reprasenitive about the map upgrade. I told him I purchased my Nuvi 350 last month and wanted to know if I would get a free map upgrade. He said, “NO” Garmins policy has changed about giving out free map updates. He told me that Garmin will update the software in the unit but the map is something that I would have to purchase. He suggested that I take my Nuvi back to where I purchased it and return for another unit.

Last night I ordered the update then started to read posts from other users. I called Garmin this morning and spoke to a reprasenitive that identified himself by first name only as being Gerald. I explained to Gerald what I was told by the unknown customer service person about not getting a free map upgrade and that I have noticed other owners have stated that they would get a free map upgrade.

Gerald took my information then told me that I needed to fax a copy of the sales receipt to 816-454-3924 along with my name, address, serial number of the unit and registration code. After they receive my information, the DVD would be sent out to me once it becomes available. He told me they do not even have any DVD’s at this time and could not provide me with a expected time that I would receive it. I told Gerald that I have noticed that several owners have already written that the DVD has been received. I was told that I can’t believe everything that I read on the internet. Gerald cancelled my order that I paid for.

I will see how long it takes me to get the free DVD update.

I just called to make sure that they received my fax. I was told that my fax was recieved and that the update will be shipped in 7 to 10 days. I asked the lady what is the offical rules for the update. i asked her if there was a specific time frame that would allow someone to get the update free. She told me Garmin does not give free maps out and there is no policy set fourth such as 30 or 60 or 90 days after purchase. She told me the maps are being up dated by "case by case".

I just called the Customer Support people at Garmin about the free update. I bought my Nuvi 360 on 4/24/07 and probably registered it in May sometime.

I told her I would like to see about getting my free update that I was told would be available when it came out. She said they were no longer doing that and it would be $69.95. I mentioned to her about the poor public relations Garmin is developing and went through that entire line of verbage hoping to get a positive response from her. Of course, after all that her response was, "I can understand but it is $69.95." I told her I was not happy about this and she told me she was going to put me on hold. She came back and offered it to me for half price. I told her I was still not happy about that and that I was going to write some letters to the main office about how this was not fair since I was told by Garmin I would get it. I told her to mark in my file/registration that she offered it to me for half price.

So after I hung up I thought about it for a while and figured even if I write letters I will probably get nowhere with the corporate HQ and possibly never even get a response back. So I'm on the phone now on hold and will go ahead and take advantage of the half price offer. That's probably the best I can get.

---------------

I just got off hold and ordered the DVD with the unlock code and no other costs for the update. I was worried the customer srvice rep I talked with before wouldn't note the half price deal, but she did. It's on its way -- update solved. I'm still not totally happy but as I've learned many times before, there's no free lunch.

You actually expected a 'positive' response with that?

I called Garmin this morning for a support issue. It took me about 30 minutes to get through. Not the first time I have called but the longest wait and I figured as much knowing that everyone and their mother are looking for a free map update. While I was on the phone I asked about the maps, now having said that I want to say that for me it doesn’t matter whether they are charging me or sending it free. My point is that every time I have needed support they have been great, even replacing a 660 that stopped working even though I believe that I may have damaged the software and I told them that. I would never call a company and tell them how they should or why they should, I just talk to them in the same manor that I except customers to talk to my employees. I would hate to be Garmin right now having to deal with anyone that would demand that it is only fair because I just bought it. I hope that everyone that has politely requested the maps gets them free. I asked nice and if I have to pay for them, then so be it if I get it free then sweet, but I’m not saying. As for the issue of them not having the DVD so what if you have to wait a bit. If you don’t like a company’s policy then find a better company, but I bet you can’t! Garmin has always kept to there word with me. Well that’s my opinion!!!

do you qualify if you purchased the 3 yearr best buy warranty or do it have to be a garmin warranty.you can just take the unit to the best buy store and do it

I received this answer to my request for (2)v9 upgrades.

Dear xxxx,

Thank you for contacting Garmin International,

I have ordered you the 2 update discs you need as a goodwill gesture.
Your order number is: xxxxxxx.

With Best Regards,

Product Support Specialist

Automotive Team

Garmin International

That’s what I'm talking about!!! Nice paid off and it was easy. Some people feel entitled but being right is overrated. Communicate by being diplomatic usually gets it for me and obviously is works for you too.

Not true as of this morning, 7/23.

My unit was purchased at the end of April and after talking to tech support and their supervisor they would not even allow a discount for the update let alone a free one. There excuse was it was outside of the update release period.

Something is truely amiss here.

I called Garmin this morning--told them I had purchased two Nuvi 660s in June with v.8 maps. He verified that I had registerd both units and ordered two updates for me (free of charge). He said that they are taking orders, but 2008 NT won't start shipping until next week.

Has anyone heard a date on when this will be avalible?

I can't speak for everyone, but my experience with them has been very good so far. I called their product support and talked to Paul and he stated that he was going to send me an update disk since I just purchased and registered my c580 yesterday. I was dismayed since I spent over $500 and would have to shell out and additional $70 to get updated maps that are starting to ship. He told me he would take care of the situation. He is sending me a disk free of charge as soon as they get some in, and verified this with an order number.

He stated that they will ship next week and I should see it within two weeks. I will keep my eyes open for this and let everyone know what happens.

I spoke to Garmin this morning--told them I purchased two Nuvi 660s in June and wanted a free update from v8 NT to 2008 Nt. They said "no problem", verified that I registered both units, then placed an order for two CDs. They said that while they can take orders now, the CDs won't ship until next week.

Talked to Garmin this morning and they wouldn't even allow for a reduced rate for the 2008 map update.

My thinking is that if you spent almost $1000 for a GPS they should allow for one free map update within the one year warranty period.

Just ordered City Navigator North America 2008 NT from Garmin. My C330 (bought in May 2006) came with V7 of mapping software - Garmin sent me V8 for free on my request early this year! (as advertised)
Was very pleased to see that 2008NT is Mac compatible !
Now if they would only fix POI Loader for Mac so that proximity alerts can be set manually !!!!!!!!!!

I called yesterday and was told the DVD full version was on back order..and no telling when it will arrive..but as far as I was concerned I had great service (the wait was over 20mins..but hey thats what speaker phines are for right?). The person was very helpful and is sending me faqs etc about the use of this application etc...which is good for us newbies!

My NT2008 update is on its way. Since my unit is only a month old, I was able to get it at no charge. My experience with Garmin Tech Support was great (Thanks Paul!!), and I've started a new topic about that.

As of 07-23-2007 at least the upgrade plan is still the same. I received this last night.

There never was a free update policy, unless you purchased a unit that came with already discontinued maps. Unfortunately, many sales people will tell customers this without actually knowing the policy. If you purchased the nüvi 660 within the last 60 days I will be able to help you obtain the newer maps. Let me know if this is the case. If so, you will need to include a copy of the purchase receipt for purchase date verification.

With Best Regards,

James P

Product Support Specialist

I just bought my c580 on July 9.

I called tech support this morning and was asked "when" I purchased my Nuvi and what the serial number was. I was given a fax number where I could send my proof of purchase and was told each request is being handled on an individual basis. This method is not very precise or scientific, but is certainly a lot more exciting... Kinda like placing a bet in Vegas. Ya certainly can't accuse Garmin of being retentive.

I've got my fingers crossed.

I recently purchased a Nuvi 680 does anyone know if free map updates will be available

I just got off the phone with "John" at Garmin, and he will be sending my free 2008 map DVD upgrade. I told him I had recently purchased my unit, and that I was "concerned" that it came with the old map software. He asked if I had registered it online, which I had. He asked for my serial number and then confirmed my registration with my address, email, and registration date. He put me on hold for a few minutes saying he needed to speak to someone else, and then came back to say that my DVD upgrade would arrive in about 2 weeks. He also said they are providing a little leeway for those who recently purchased their Garmin GPS devices.

I know this mirrors others experiences, but just thought I would add mine to the list.

This is sad.

You would think a company of this magnitude would have its act together regarding how and when an update would be made available.

I guess I'll keep trying to contact them until I get the "right" rep that is willing to issue the update, but this is poor customer service at best.

After reading how everyone was buying new units with v9 maps installed, I went to Garmin.com to see if they were for sale yet. Despite logging into my account (I actually registered my Nuvi), it wouldn't give me any information without the serial number. So I went out to my car, got the serial # and tried again. This time it told me the 2008 map CD was available (with a convenient ordering button next to it). I wiped out a credit card and paid $69.99 for it. I quickly received a confirmation email/receipt and a note saying I would receive another email when the CD shipped. A week later nothing. So I emailed them 2 days ago for a status update. No response. I'm not impressed with Garmin sales or customer service. Now I suppose I'll have to try calling them again (hold time was 20 minutes the last time I tried) and see IF they shipped it, WHEN they are going to ship it and WILL they credit me the $69.99 since I bought my Nuvi less than 6 months ago. If I didn't like their GPS's so much, I'd find another manufacturer to deal with.

Yes this is the unit I have and asked about the full version of the DVD...they are on back order and they don't know when they will arrive..if you have a previousa version they can upgrade you now..it just those of us who do not have the full version will have to wait?

UPDATE: I just got off the phone with my new best friend Julie and Garmin Customer Support. The 25 minute hold time turned out to be worth it!

I gave her my order # and asked for a status update. She told me the CD's were backordered until Aug 15th. I then asked her about all this stuff I was reading on the internet about free upgrades. SHE SAID: Anyone who bought/registered a unit AFTER MAY 1st would get the update free. She pulled me up in the system and, sure enough, I bought mine on May 6th! WooHoo! She zeroed out the $69.99 charge, put me to the head of the list, and threw in FREE overnight shipping. I LOVE GARMIN! It's too bad I/we have to wait until mid August but for me, FREE IS GOOD! Also: she confirmed that the CD and POI Loader are Windows Vista compatible. She said MAC users are going to have problems.

My 60 days runs out July 26th. I emailed tech. support from My Garmin for a free upgrade over the weekend and received a response today that my order has been placed, with a confirmation nr. No word on delivery, though. Very painless. Garmin is definitely doing the right thing here.

Hi everyone!

I just spoke on the phone to the most kindest CS representative I've ever ever had (Jo). He said the policy was like 90 days from the date of the purchase. Didn't even asked for my invoice, he said he trusted me and that they had enough work like this (as a joke!).

He claimed they had already DVD in stock but they're not releasing them yet. However as most of you said, the scheduled delivery date from their place is around August 15th.

I had contacted at first email support without any success in terms of "free-ness". The representative said he was willing to offer a 50% discount.
I replied, but after decided to call in see what would happen!

So well, I guess the better way is to call in, endure the 20 to 30 mins waiting and get your free update!

Thanks all!

Max

I just called and was told there was a 35 minute wait time! Forget that! Is this typical, or is just because everyone wants this update? Are there better or worse times of the day to call?

I called a few times and was told a 35 minute wait. I called mid afternoon and it said 20 munites but was 14 minutes actual time.

Per the techs I talked to, Monday is the busiest day and wait times can be very long (in excess of 35 minutes). I guess the later in the week you call, the shorter the wait time. The first time I called I had a wait time of a little over 25 minutes; the second time I called, the recording told me my wait would be 30 to 35 minutes, but the tech answered in about 20 minutes. The past week or two have probably been unusually busy since for some reason - and who knows why - - Tech Support is getting a lot of calls about mapping software upgrades.

Speaking of which, the tech I spoke with yesterday (Paul) replied to an email inquiry that my NT2008 software is on its way. Again, they (Garmin Tech Support) have been really great.

So Tomb993, try them again later this week, and if the wait time is still in the 30 minute range, bite the bullet and hold on until you get connected. IMHO, it's well worth it.

I called said I had issues with map being out of date that made it hard for me to use the unit in my area (true) and had found out a new map had come out a few days after I bought my unit. I was told map came out July 1st. The guy asked some questions about where map was bad and seemed hesitant but I kept my cool and was light and pleasant to him. Finally he said he would send it out. I did get the sense the TS reps have been given latitude to decide. So I suggest you treat them well and don't piss them off. Also, I seemed like it helps to have a reason to have it besides I just got mine and I want it too. I think they are trying to be fair about this without breaking the bank either. One think I can say about Garmin is that I've heard they have good support and a customer friendly company and my experiences with them has shown this to be true.

Hi Rick thanx for the encouraging news on the new mapping update!

Ray

If I want to purchase now a Garmin C340 for example, why I still have to ask for the latest map? The unit should come with the latest map, no?

Emailed Garmin on Monday and got a reply on Tuesday. Rep said he put in the order for the City Navigator North America 2008 for free (also gave me an order#)and should get it within 3-4 weeks. Bought the Nuvi 350 on May 29, 2007.

Garmin might have changed their upgrade policy. In the last few days most people requesting for an upgrade are getting approved. I sent an email few days ago was rejected. But, when I called this morning I got it without any problem.