Great customer service at Garmin

 

I've seen some negative comments about Garmin Tech Support, and I want to put my two cents in.

I've had two occasions to contact Garmin Tech Support in the past week or so. The first time was early last week when my unit died while on vacation. We called Garmin and George, the tech support guy, gave us a number of suggestions to try and issued us a return authorization number in case we were unsuccessful in getting the unit operating. The problem, as Geaorge and I thought, was the fuse in the power supply cord running from the car's cigarette lighter to the unit. The fuse had blown, not becuase the cord was defective but because I was using a faulty plug splitter. I now carry spare AGC3 fuses in my glove compartment and have a new, more rugged splitter. Anyway, George was great and I thought I couldn't be more satisfied with Garmin's service...

Until today. George asked me to call Garmin and cancel the RMA # if I got the unit back up and running. So I called Garmin and spoke with Paul in Tech Support. He was terrific. After cancelling the return order, I asked him about the NT2008 update since my c340 is only a month old. Paul went out of his way to make sure that I would receive the update at no charge. I scanned and emailed my receipt, and since I had registered at the time of purchase, all the necessary info was already on file. He gave me instructions on how to follow up on the status of the order, and even went so far as to encourage me to email him if I had any other problems.

When customer service is consistently great, I think it's worth noting. Sure, I had to wait 20 minutes or so to get a tech. But that just demonstrates that the support staff are actually talking to customers, not just rolling over the calls. And to have both contacts end so well is extremely encouraging. I'm very pleased with my Garmin GPSr, and when it's time to get new ones (for my wife and my motorcycle - in that order??), I'll definitely be getting Garmins.

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Garmin 765T...Is it about the destination, or is it about the journey?

jkaplan wrote:I've seen

jkaplan wrote:

I've seen some negative comments about Garmin Tech Support, and I want to put my two cents in.

I'm with you lkaplan. Any time I've contacted Garmin, they've bent over backwards to give me information I needed. One of my gps units comes bundled with a Kenwood entertainment system. I chose Kenwood because some of my amateur radio equipment is made by them and it performs first rate. When I had the unit installed and needed information about the unit, Kenwood was tight lipped about everything and anything I asked about. Garmin technitians have always been up-front and forthcoming with any question I had. I can't praise them enough.

Edit: Also, if they can't find the answer to your question, they'll tell you they don't know and not make something up.

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Re: Great customer service at Garmin

jkaplan wrote:

... Sure, I had to wait 20 minutes or so to get a tech. But that just demonstrates that the support staff are actually talking to customers, not just rolling over the calls. ...

Absolutely agree! I'd much rather wait for someone that knows their business and is helpful, than to get a klutz right away -hang up - repeat...

Great support just adds immense value to an investment.

Customer Service

I call Garmin on a fairly regular basis. I try to put myself in their shoes, and sometimes I rant about how we need to treat them with dignity and respect. How would you like to take call after call from people demanding free updates, not know the policy and have to wing it?

The techs I have spoken to, almost always, know their stuff. They like to talk about this stuff, they are friendly and take their time. Rarely am I given a "pat" answer, and usually I learn more each time I call. It is an amazing company to bring in such talented and friendly techs. I'm sure we all have spoken to the computer tech that doesn't like people, talks over our heads and treats us as a number, not a human...NOT Garmin!

I have a heap of respect for these folks, the girls are as sharp as the guys, and they are all working for the customer, doing their best to keep Garmin's name clean and in a good light. It would be a tough job to listen to people complain after being on hold for 30 min, and then know the next person is going to complain again, and demand free maps, whine about a gated community not being listed or their favorite Walmart not being in.

They do a great job, are a great group and a good example of what customer service should be.

I agree

So far Garmin has made me wish all companies TS groups were like theirs!

Ditto for me

I own a TomTom and haven't had any problems either! smile

ML

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Freedom isn't free...thank you veterans! Heard about the tests to detect PANCREATIC CANCER? There aren't any! In Memoriam: #77 NYPD-SCA/Seattle Mike/Joe S./Vinny D./RTC...and God bless Donald Trump!

Tom Tom maybe, but...

Mike L. wrote:

I own a TomTom and haven't had any problems either! smile

ML

Maybe, but this is a Garmin discussion group, at least for those that can read.

Hang on...

Why the negativity towards Mike L. He does alot for us here at the site. So what, he stated that Tom Tom has good customer service in a Garmin conversation. The one thing that this site prouds itself on is helping each other and working together. I think most will agree, we don't need the negative comments. By the way, I think Garmin's service has been great, as well. I would hate to see my literary abilities called into question if I forgot to mention it.

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Steve

Agree...

thehill wrote:

So far Garmin has made me wish all companies TS groups were like theirs!

I deal with suppliers and TS people all the time at work (and I mean, ALL THE TIME).. I've never dealt with company as good as Garmin.

They've always been willing to talk tech about my NUVI and are very knowledgeable.

My NUVI was fried in a thunderstorm last week and I am now awaiting the purchase of a new one. My TS rep apologized (sincerely) that there was nothing that could be done on their end, which is understandable, but she did offer the advice to go after my home owner insurance for the replacement. She could have just blown me off - but she tried.

I was considering a TomTom One XL, but Garmin's support has convinced me otherwise.

Hats off !!

apolgies to Mike L

stevek8n9 wrote:

Why the negativity towards Mike L. He does alot for us here at the site. So what, he stated that Tom Tom has good customer service in a Garmin conversation. The one thing that this site prouds itself on is helping each other and working together. I think most will agree, we don't need the negative comments. By the way, I think Garmin's service has been great, as well. I would hate to see my literary abilities called into question if I forgot to mention it.

I did not mean to "flame" Mike. I am really sorry and when I re-read my post, I realized it came out wrong. Hey Mike, I am sorry!

I have had several GPSrs and Garmin has been really great to me. I have made friends with some of the reps, and I guess I was taking up the Garmin flag.

I am guilty of being extremely loyal, and in no way should have made any disparaging comments, and I do apologize. Mike, I hope you will forgive me, but I also hope you will join the "Garminites" who are fiercely loyal.

Tom Tom makes a good product, and while I have not personally called their tech support,I am sure they do a good job. I had no right to go off, and hope you will all forgive this old man who was having a bad day and wrongfully went off.

SORRY! Now I am going to go sit in the corner in time out.

Not a problem

We're all one big family here at the Factory - whether it's a Garmin, Magellan, TomTom or what have you.

ML

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Freedom isn't free...thank you veterans! Heard about the tests to detect PANCREATIC CANCER? There aren't any! In Memoriam: #77 NYPD-SCA/Seattle Mike/Joe S./Vinny D./RTC...and God bless Donald Trump!

Thanks

Mike L. wrote:

We're all one big family here at the Factory - whether it's a Garmin, Magellan, TomTom or what have you.

ML

Thanks MikeL. You are corrrect, and I am glad you said that. We are all interested in the same thing, and are here to help.

I've let myself out of the corner, and offer a cold one to Mike!

Just a heads up....

hautedawg wrote:
Mike L. wrote:

We're all one big family here at the Factory - whether it's a Garmin, Magellan, TomTom or what have you.

ML

Thanks MikeL. You are corrrect, and I am glad you said that. We are all interested in the same thing, and are here to help.

I've let myself out of the corner, and offer a cold one to Mike!

Hey and don't forget that we all have the ability to "preview our comments" on the bottom of the page before we post them. Sometimes when you re-read your comments, it catches your eye and you realize that you have made an error.
My 2 cents...

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******************Garmin Nüvi 1300T****************Member 6523*******************

100% Agree

walleye1 wrote:
hautedawg wrote:
Mike L. wrote:

We're all one big family here at the Factory - whether it's a Garmin, Magellan, TomTom or what have you.

ML

Thanks MikeL. You are corrrect, and I am glad you said that. We are all interested in the same thing, and are here to help.

I've let myself out of the corner, and offer a cold one to Mike!

Hey and don't forget that we all have the ability to "preview our comments" on the bottom of the page before we post them. Sometimes when you re-read your comments, it catches your eye and you realize that you have made an error.
My 2 cents...

Preview comment is a wonderful thing.

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On your mark, Get set.....wait a minute......D-A-N-I-E-L..........now we can GO.... (Garmin c340)

Segue...

A couple of months ago, my wife and I stopped at a B&B in WV. We were guided there by our new Garmin, Nuvi 350, which I chose mostly because I already had an in-dash Garmin in my pickup, and it made sense to stick with one manufacturer and one interface.

Lo and behold, the next morning we found ourselves sharing breakfast with a friendly and interesting gentleman who worked for Tele Atlas... The company that provides mapping services for TomTom. His van sported an impressive array of cameras, laser scanners, antennas and specialized odometers. What an impressive piece of technology... I was jealous that he got paid to ride around and basically, sight-see.

I suppose Garmin's mapping technology is similar and I would hope TomTom's customer service is also similar... Just as my Ford is similar to my friend's Chevy. A few differences to be sure, but not so different that a thousand years from now, archeologists who dig up our Garmins and TomToms won't marvel at our collective primitive attempts to find our way... As they turn the units over and over in their hands, looking at the 12 volt connectors and rigid screens, I don't think customer service will be among the topics they'll be discussing.

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Support and Service are key

bfk wrote:

A few differences to be sure, but not so different that a thousand years from now, archeologists who dig up our Garmins and TomToms won't marvel at our collective primitive attempts to find our way... As they turn the units over and over in their hands, looking at the 12 volt connectors and rigid screens, I don't think customer service will be among the topics they'll be discussing.

I'll remember that if I'm alive in a thousand years. But for right now, I still will use the quality of a company's Tech Support and Customer Service as major considerations when making purchases of any significance. As a tech support guy at Garmin recently told me, Garmin has over 50% of the GPS market share, and a major reason they achieved this (and the primary way they can maintain that share) is by providing the best customer service and support in the industry.

Like I said before in an earlier post, when the time comes to buy additional GPS units, I will be buying Garmin.

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Garmin 765T...Is it about the destination, or is it about the journey?

Garmin customer service is great.

I had to make a post about the customer service at Garmin. I have called them to get the new map update and the rep was very courteous and knowledgeable. I received the update as promised in about three weeks after requesting the update. Also, I emailed customer service this date requesting mapsource dvd and read where it could take up to three days for my email to be answered. I checked my email about two hours later after sending it and had a response from customer service stating they would send me the mapsource dvd. While I am getting free stuff I still have to commend the customer service reps on their positive attitude and timely response. The only problem I have had was the wait times on the phone, which is why I emailed them today instead of waiting 30-45 minutes to speak to someone. I looked at several different companies and models before deciding to buy a nuvi 650 and Garmin will have my business for many years to come. This is not to say any thing bad about the other companies because I have not dealt with them.

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Nuvi 650 Nuvi 2350LMT

Garmin customer service is great.

Do you know which number i need to call ?

That 1800 number never picks up sad
I waited for 30 mins before i gave up

Ravi

You can always email them.

You can always email them.

My customer service improvement trick.

I did remote support for Unix software for about 9 years, and while this is not consumer tech support, it does have similarities. I learned a trick then that appears to help, at least in general.

When the tech picks up, they usually rattle off their name so fast that you can't understand it. I always slow the conversation down right there, and ask them to repeat their name or ID info. (some won't give their name, but will give you their tech ID). I ask them to spell it, and I repeat it back to them, which lets them know I am taking notes.

Now the conversation starts with his/her full knowledge that if they are not professional, I have the information to report them to their superiors. During the conversation, I use their name (if provided) frequently as a reminder and to personalize it for them.

This is not a perfect solution, however. I find that "customer service" reps for notoriously lousy companies (like the cable company in some areas), will not give out any identifying information, and may even hang up if you press the issue. Then it's also nearly impossible to find a superior to report the problem.

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Zumo 450, C530, Quest, Quest, GPS III+

I don't recall ever hearing

I don't recall ever hearing of any complaints concerning Garmin Customer Service.... at least not when it came to a real physical repair problem with their units.

Tim

Not a problem at Garmin

The times I've called Garmin the tech support or customer service folks have always made sure to state their names at the beginning of the conversation nice and slow so you know who you're talking to. And at the end of the conversation they always made sure I had their email addresses so I could personally contact them if I had any other concerns or problems. Like I said when I started this topic, the folks at Garmin are terrific.

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Garmin 765T...Is it about the destination, or is it about the journey?

Tech support

It is great to hear all the compliments. One thing, the techs ALWAYS give their name, many of us give first AND last names, everyone will give a last initial. (although they are chickens because they don't use their last name) That's a joke.

Ask them their name, they will tell you!

Call early

ravi368 wrote:

Do you know which number i need to call ?

That 1800 number never picks up sad
I waited for 30 mins before i gave up

Ravi

I sat on the phone for 1 hr (while driving so I didn't care) and finally got someone. I called again right at 9CST and got someone within 1 minute.

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Charley - Nuvi 350 - Bel STI Driver - Cobra 29 w/ wilson 1000 - AIM: asianfire -

Phone number

The number I use is 1-800-800-1020 and the recording picks up immediately although it may be a while before a rep picks up. Also as stated elsewhere call when they open or right at closing and your wait might not be as long.

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Nuvi 650 Nuvi 2350LMT

Update in

FYI I've received my 2008 map update. Garmin has done everything they said they would. Garmin support is top shelf.

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Great CS

bfk wrote:

FYI I've received my 2008 map update. Garmin has done everything they said they would. Garmin support is top shelf.

I have received nothing short of superior first class customer service from Garmin.
If every company had this attitude in servicing the customer we would all be better off.
Double Tap

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"Ceterum autem censeo, Carthaginem esse delendam" “When governments fear the people, there is liberty. When the people fear the government, there is tyranny.”

I work in customer service,

I work in customer service, and it is rare to find a company that will go out of their way to help customers. I too have had excellent experiences with the customer service, and will definitly purchase Garmin from now on.

Ditto

I agree, I have called them 3 times now and all three times the guy was really nice and was able to give me what I wanted. It is also nice that I have talked to people without a strong accent that I couldn't understand.

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Charley - Nuvi 350 - Bel STI Driver - Cobra 29 w/ wilson 1000 - AIM: asianfire -

Great Customer Service

I have contacted Garmin twice, but I have only done it through e-Mail.
Both times the person has helped me without a problem, and they always signed their name at the bottom of the e-mail. Both times they told me to ask for them if I needed any other assistance. I am very pleased with their Customer Service, and their Customer Service Representatives.

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Garmin Nuvi 660

more great service from Garmin

A friend of mine has a 2720 that he purchased at least two years ago. A couple of weeks ago he tried to use it and it wouldn't boot up. He contacted Garmin and explained the problem, they stated that he most likely had a bad hard drive. He also explained that he needed it daily for his business. The Garmin CSR said to mail it to them overnight, they would repair and update the unit with latest software, including the new 2008 maps and send it back to him overnight. By the way they also said they would reimburse him for mailing it to him (which they have). He mailed it on a Monday and had it in his hands the following Monday. To me that is amazing.
What is the warranty on that unit? My C550 is for a year...

another example of garmin service

Here's another example of good quality service:

A week and a half ago while driving my Nuvi370 popped off the windshield, fell to the floor and had the screen crack. This after having it for just under two weeks! I called Garmin suppport the next morning, was given an RMA# and told it would take 5 -7 business days to fix.

I haven't heard anything from them for about 9 days and was getting nervous becasue I need the Nuvi for my vacation in 2 weeks in Europe. So I called the 800 number this morning(had to wait about 5 minutes or so) when I was told it was shipped out Tuesday and given the tracking number. According tho the tracking info it should be there when I get home tonight! Great! Then, to push my luck I asked for the map update and was told, they are shipping it out this afternoon!

Great service all around! Go Garmin! Anything I have asked for they have sent me with no problems or questions. If I had to nitpick, the biggest hangup I have is I had to get the specific mapping software for Hungary, since Europe NT v9 didin't have any of the POI's I need for my upcoming trip. But even the garmin.hu (hungarian group) have been great!

Mark

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-Mark (Garmin 2610, Nuvi370)

Another Top Shelf Company

Kenwood Corp. uses Garmin GPS units for their in-dash systems. Mine came with the Garmin-510 module, and it has worked flawlessly for the year I've had it. This past weekend, a DVD I had put into the Kenwood refused to eject. This morning, I took my truck back to the place that installed it. They called Kenwood for instructions of how to eject the disk. Kenwood told them to remove the unit and return it. They'd send out a replacement unit, and I should have the new unit installed by the end of the week... I was floored.

I wonder if great customer service gets passed onto anything connected with Garmin... To paraphrase that old Alice's Restaurant line, Maybe it's a movement.smile

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Long Waits

While I have always received friendly and accurate help and info, manytimes, above and beyond the call of duty when using CS once I am actually connected. I do not like the 30 to 35 minute wait everytime I call. They have to know when thier peak call hours are, and if our calls are so important hire more people to answer them.

Slight edit: For the 1st time I received inconsistent info, when I was given my return authorization# I was told the turn around was 6 to 10 days, on this last call I was told 2 to 3 weeks. I really hope the first person was right!

Great Support

Last Friday I called Garmin because I was having trouble with my Nuvi 680 and getting traffic updates which started after the last firmware update to the MSN antenna adaptor. I spoke with Chuck in TS for about 20 minutes going over my issue and what steps I did to try and correct it. He checked a few things on his end and then suggested that I call MSN to verify that everything was good in their system - which I did.

At the end of the call, Chuck sent me an e-mail with his contact info and said if MSN couldn't get things working, to let him know and he would call me back on Monday as it was close to thier quitting time. Needless to say, MSN tech support was useless so I e-mailed Chuck back and this afternoon I got a call back from him with an RMA# for a replacement cable.

I think that Garmin has a superior product, and a top notch TS department. If anyone from Garmin reads this forum, please tell TS to keep up the good work.