Free map updates - How did we fare?
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 16 years
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I did a non-scientific survey of postings on this forum relating to obtaining a free update of maps for the Garmin GPS models. I was surprised at the end result, and I wanted to share it with the rest of the group.
I read posts from 53 members, representing 56 separate GPSr units needing update to City Navigator North America NT 2008 maps. Here are the results:
- Submitted via email - 17 approved first try.
- Submitted via phone - 26 approved first try.
- Resubmitted after denial - 8 approved.
- Total number of free updates - 52.
- Updates offerred at 1/2 price - 2
- Updates denied completely - 2
- Nuvi models total - 43
- Nuvi models rejected first try - 6
- Nuvi models approved on 2nd try - 4.
- Nuvi models paid 1/2 price - 2
- Zumo models total - 3
- Zumo models approved - 2
- Zumo models rejected - paid full price -1
- StreetPilot 'C' series - total - 9
- 'C' Series approved on 1st try - 6
- 'C' Series approved on 2nd try - 3
- 'C' Series rejected after 2 tries - 0
- Streetpilot I3 models total - 1, rejected
So in summary, out of 56 chances to do the right thing, Garmin eventually got it right 52 times. Only 4 users had to pay or gave up completely. It's clear that the current policy is just causing bad public relations, without really saving Garmin any significant expense.
BTW, in the few cases where the tech support representative was named, here are the results:
Approved without hassle: Lori, John, Joe, Julie, Ryan, Gerald, Tim.
Approved after appealing to supervisor: Tranika
Rejected: Nathan, Joshua, Thomas.
No Delay, no problem
Purchased Nuvi 760 in June. 2008 North American Map on GPS. Registered and then noticed 2009 maps were available! I called and talked with Caroline Foster. She requested a copy of the receipt, which I e-mailed. 1 week later I received the code for the update from her. No fuss and great service.
Garmin Map Update
I am a customer service rep for a small company (50 associates)Our invoices state that all returns must be within 30 days. I have accepted claims for thousands of dollars on material that was over a year old. It is just plain good customer service. We have actually accepted claims for material that wasn't even ours. Good customer service. We did over 50 million dollars worth of business last year. We are a very profitable company. We may loose a little on a claim, but it pays large dividends in the end with more customers and more business. I don't think that Garmin would lose money on units that they sold. That is just a cop out saying that they have to buy the maps. They probably pay at max 5 or 6 dollars for each unit. The map company could actually be part of Garmin under a different name. Why is it that they will send some map updates out that are a year old and others they refuse that are 3 or 4 months old depending on which tech you talk to. It seems like the company has no consistency.
The Hoff