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Old 31-05-2011, 17:56   #1
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garmin customer service

just finished discussing a warranty issue with Garmin and am less than satisfied. We purchased a garmin 640 chartplotter for our cruise through the Bahamas. Off shore we notice that there was a crack in the touch screen. We apply superglue to the crack to try to stop the crack from extending and to keep moisture out. Predictably the crack extends but the unit contines to function normally. we are now back in the states and Garmin says that using the glue voided the warranty and we will have to pay $110 to have it repaired. It would usually cost $200 but they are giving us a break. They additionally say that if we had contacted them sooner things might have turned out better for us. The warranty for this item is a one year warranty and the fact that the unit was purchased 6 months ago does not seem to matter to them! Maybe we are way off base here but we think that Garmin should honor their warranty and repair the item at no cost to us. Any thoughts or comments?
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Old 31-05-2011, 18:24   #2
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I wouldn't have put superglue on it.

I may be wrong, but I seem to remember superglue melts or liquifies plastic somewhat. Perhaps weakening it further.
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Old 31-05-2011, 19:05   #3
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Re: garmin customer service

Agreed. When an item is under warranty it's best to never try your own repairs. You'll almost certainly void the warranty.
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Old 31-05-2011, 19:28   #4
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Re: garmin customer service

The screen was/is defective. Superglue, nail polish, spit or nothing, it shouldn't matter and Garmin should replace it under warranty. In my experience Garmin runs hot and cold on warranty issues. I think it depends on who you get when you contact them. It's probably the same no matter whose product you have.
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Old 31-05-2011, 19:35   #5
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I think it's impossible for them to tell what came first the chicken or the egg... For all they know you were working on something else - and dropped some superglue on the screen by accident. That effected the screen and caused it to crash when touched.

There is no way for them to know - other than there is glue on it that doesn't belong there.
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Old 31-05-2011, 19:49   #6
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Re: garmin customer service

Hi Stacy:

Maybe consider buying Furono products next time.
Any problems and Furono makes it right without
the drama. Costs more in the short run but great
customer service costs less in the long run.

Respectfully,
Paul
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Old 01-06-2011, 10:35   #7
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Re: garmin customer service

I would have used a thin strip of vinyl tape.
It's unlikely they would have made a fuss over that.
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Old 01-06-2011, 11:11   #8
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Re: garmin customer service

It's hard to believe that you did not notice a crack in the screen before you got underway. I am sure that you did a power-up and checked the operation after the install. I agree with the vinyl tape patch to cover the crack to prvent moisture intrusion. even a thin bead of silicone sealant would have been removable without leaving a trace. Garmin (or any other manufacturer, including Foruno, will not honor a warrantee if you permanently alter the unit during the warrantee period)
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Old 01-06-2011, 14:22   #9
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Re: garmin customer service

it's kind of like a new car, when you open thehood, your only allowed to touch the yellow coloured caps. Oil dipstick, transmission dipstick, washer filler. Note thet the air filter, carb or injection assembly and fuse box along with every other moving part is not yellow.
If you do start touching them and cause an issue they are fully in their rights to deny warrenty as you are not approved to repair or examine these items.
it is in the fine print of your warrenty and should be noted for any tech or moving item.
sucks I know but thats how they protect themselves from handyman repairs and future damage that can be caused by said repairs.
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Old 01-06-2011, 14:27   #10
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Re: garmin customer service

Tell them either fix it for free or next time we buy Furuno. The superglue damaged nothing further. It was already broken which they are under obligation to fix regardless. Tell them, piss me off anymore and a lot of people hear about your less than stellar service. You will not save any money by not fixing it for free...I will see to it.

This is what they need to hear and the nice people at Furuno would never make you go this far...they really would fix it for free.
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Old 01-06-2011, 14:39   #11
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Re: garmin customer service

I'm with Garmin. Their offer was to meet you half way, which is fair under the circumstances.

David M: threatening a company with bad publicity is not the best way to negotiate a warranty solution. Suggesting such behavior to a CF member is probably not the best stance for a CF moderator to take, especially when brand names are being mentioned.
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Old 01-06-2011, 14:54   #12
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Re: garmin customer service

Quote:
Originally Posted by senormechanico View Post
I would have used a thin strip of vinyl tape.
It's unlikely they would have made a fuss over that.
This is a hard one... vinyl tape wouldn't have made it waterproof, which is what OP was trying to do. He says he was offshore, so limited options really... safety comes first. But yes, vinyl tape might have been better.

Quote:
Originally Posted by doug86 View Post
David M: threatening a company with bad publicity is not the best way to negotiate a warranty solution. Suggesting such behavior to a CF member is probably not the best stance for a CF moderator to take, especially when brand names are being mentioned.
I think that if one is in a stand off with a company, and sweet talk hasn't worked, then threats are often the way to go. Our upholsterer was being a right stubborn arse until I asked him if he used the internet and knew what a blog is... then he played ball. Sadly, our local pizza delivery service was full of bullshit, until I posted on their FB page and the big boss stepped in...

Sadly, threats of bad publicity are effective. I also would advise people to use them once they have exhausted all positive strategies.

Edit: CF does not condone vendor battles, and will not allow unsubstantiated slander to be published here...
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