Garmin reps transferring calls to sales instead of troubleshooting.

 

I currently own two new Nuvi 67LM that I bought back in 2017 as my gps unit in my car. Although it is not the best unit, it gets the job done when it works. Lately, with everything up-to-date, both units would randomly reboot during trips and even tell me to make a u-turn on a highway. I spoke to tier 2 garmin rep a month ago when the issue first began. He lead me to do software reload and downgrade the map to 2019.10. After these, the unit works a little better than before with occasional unexpected restarts. I called back to tech support three days ago to ask if there is anyway I could update the map without having issues and the agent said the unit is not supported then immediately transferred the call to sales who was very eager and very pushy with the call to sell me a unit - "I can give you a 10% off if you buy it with me right now. I just need your details and you'll be all set!"

Is it a discontinued model ?

That would explain the Sales Transfer

Garmin is...

...still showing this as available as a new unit on their website. I don’t know why they are throwing you over to sales. Interesting!

--
It is impossible to rightly govern a nation without God and the Bible. ----George Washington

Yep

I have a GPSMAP 64s and I lost the basemap file. I called Garmin tech support to get a way to download it. They said the file was unavailable online, it was too big. The file is maybe 50-60 MB, no big deal at all. They immediately tried to get me to replace my unit with a refurb, and that I'd get a deal if I committed right then. Luckily, I found the basemap file.

It is absolutely absurd that Garmin sells replacement units instead of tech support.

--
GPSMAP64s, iPhone XR w/Garmin North America, Yaesu VX-8R w/GPS.

economics at play

Looks like simple economics are catching up with Garmin. They shifting car units on back burner, so supporting older models is inefficient now. You can tell from quite short time devices are being discontinued. New models are pretty much same like older ones, but if you discontinue model you don't have to service is anymore.

From experience of users in above post I wold guess Garmin may be aiming to get rid of as many older units as possible. This will explain push to sell new one instead to service older one.

no "buy" button

maddog67 wrote:

...still showing this as available as a new unit on their website. I don’t know why they are throwing you over to sales. Interesting!

I see it on their sight, but there is no way to put it in your "cart", I guess it's just there for reference, you can still access specs and whatnot of the unit.

https://buy.garmin.com/en-US/US/p/501399

It is on their discontinued page:

https://buy.garmin.com/en-US/US/on-the-road/discontinued/cOn...

--
. 2 Garmin DriveSmart 61 LMT-S, Nuvi 2689, 2 Nuvi 2460, Zumo 550, Zumo 450, Uniden R3 radar detector with GPS built in, includes RLC info. Uconnect 430N Garmin based, built into my Jeep. .

Discontinued, yes but ...

It is a discontinued unit, but it is sad to hear that Garmin phone support is going downhill. Garmin phone support has generally had a good reputation for providing support, even on very old devices. But business is business I suppose, and with the declining sales and profits from new road navigation devices, Garmin has to make up the loss in revenue somewhere. Eliminating support for outdated devices is one way to do it.

--
Alan - Android Auto, DriveLuxe 50LMTHD, Nuvi 3597LMTHD, Oregon 550T, Nuvi 855, Nuvi 755T, Lowrance Endura Sierra, Bosch Nyon

business

Garmin is going thru changes in the market, more devices worn on the wrist then in the car and they must adapt, cell phones are being used more and more for directions and information! at least they still talk English for now . a lot of big company's send support out of country where support talks with an accent you cant hardly understand and they don't know any thing about what you need and they read answers from a book that doesn't help you at all. the world is changing the electronics you buy anymore are made in other countries and built to fail, business cant make a lot of money selling things that last a long time with life time maps. we are being trained to buy the latest cell phones every other year because you need it and it's only $1,000 a pop or more, what chance does Garmin have selling something that lasts with lifetime maps and good support ?

Business's comment is correct....

...unfortunately. It does seem to be the way of our immediate gratification society.

I still like my on the dash GPS unit for size and separate function. Having said that, sometimes my wife uses her iPad to get the satellite view, when we are trying to make a difficult decision to avoid going down a RV unfriendly road or dead end. There is no backing up when you have a car in tow.

--
rvOutrider

If you are doing a lot of

If you are doing a lot of miles in the RV, I have used the RV 770, and I really recommend it. If you fill out the profile, it will really reduce your chances of going down a large vehicle unfriendly road.

--
Frank Nuvi 3597LMT 37.322760, -79.511267

Interesting

soberbyker wrote:
maddog67 wrote:

...still showing this as available as a new unit on their website. I don’t know why they are throwing you over to sales. Interesting!

I see it on their sight, but there is no way to put it in your "cart", I guess it's just there for reference, you can still access specs and whatnot of the unit.

https://buy.garmin.com/en-US/US/p/501399

It is on their discontinued page:

https://buy.garmin.com/en-US/US/on-the-road/discontinued/cOn...

When I checked the discontinued box on their website, it didn’t bring up the 67lm as discontinued. I also checked on GPS City and they are showing it as still available but out of stock. question
With that being said, I can understand Garmin trying to get people to buy new units. After all, they are in the business of trying to make money. But it is sad that their customer service is starting to suffer.

--
It is impossible to rightly govern a nation without God and the Bible. ----George Washington

On the page I linked

maddog67 wrote:

When I checked the discontinued box on their website, it didn’t bring up the 67lm as discontinued. I also checked on GPS City and they are showing it as still available but out of stock. question
With that being said, I can understand Garmin trying to get people to buy new units. After all, they are in the business of trying to make money. But it is sad that their customer service is starting to suffer.

If you go to the discontinued page link I posted above scroll to the bottom of the first page and choose "view all" then scroll down again to the Nuvi models, there in numerical order on the Nuvi list it appears.

--
. 2 Garmin DriveSmart 61 LMT-S, Nuvi 2689, 2 Nuvi 2460, Zumo 550, Zumo 450, Uniden R3 radar detector with GPS built in, includes RLC info. Uconnect 430N Garmin based, built into my Jeep. .

Bluetooth

I think the killer of any Garmin device is that fact that their car GPS bluetooth is one way only and their speakers SUCK!!! If they made their devices 2 way bluetooth compatible they'd have me as a repeat customer. But for now I am one and done.

Why?

Why you need to play music through GPS? There is no way it can replace even cheapest car stereo. Only sensible future for GPS over any wireless connection for me is traffic over link with smartphone and connection with rear view camera. Maybe update over wireless network as well. Anything else is just pointless future.