Why does Garmin even have a customer support line?

[Agronomist_at_IA]

Well, I have a Garmin Etrex Vista HCx. Since 2008 the unit as been fine and worked well. I Had put a City Navigator 2008 map and a Lakemaster Minnesota V5 map on it and it worked great. Upgraded my maps to City Nav 2009 and Lakemaster Minnesota V6 in 2009. Well I was Getting Ready for the Ice fishing season and the Etrex unit which was new in 2008 wasn't working right. When you went to turn the backlight on the unit would just shut off. Called customer support they couldn't figure anything out. So he tells me to send the unit in they'd charge me $40 and the cost to ship it back to me to fix it. Okay, so I do it. Then ordered and paid for a new City Nav. 2011 map and a Lake master Iowa Illinos map. So the maps come and I wanted to insall them on map source, so when my Etrex got back I could load all my maps on it and be ready to roll when the ice hits. Called customer support, and they tell me I can't install a map unless my gps is hooked up to the computer. Okay I'll wait until it comes. Showed up today, I'm all excited to get this thing going. I call up customer support, because the guy told me I'd need to call in and have all my maps unlocked for the new gps. To make a long story, They wouldn't unlock my 2009 city nav. or my lakemaster Minnesota V6. Map. W T F I just paid for City Nav 2011 and you won't unlock my 2009 version? Whatever, but not unlocking my Lakemaster Minnesota V.6 really [PoorWordUsage] me off. I paid for the thing and now i'm stuck using the old lakemaster V5. Anyways, the custmer support tells me they've unloacked my City nav 2008 and Lakemaster minnesota v5 for my new etrex unit and to now go ahead and do the unlock codes for the city nav 2011 & lakemaster iowa-illinois map.The customer support is wanting to get me off the phone bad, and i wanted him to wait until i did this to make sure it worked. Well, he tells me he won't stay on so I ask him for his number or code so if I have problems i can get ahold of him since he should know what going on. Well you guess it he doesn't have one. Yea right. So, I unlock the maps. Then bring up maps source. Now i'm really screwed the old maps are unlocked except for city nav 2009, and lakemaster minn. v6. and the new maps won't unlock. I try the unlock coades again and it tells me they have already been consumed. I also can't send any of the maps to my gps either, because it tells me the maps aren't unlocked for the gps. So W T F did customer support do the hour i was on the phone with them.

Etrex Vista HCx-$299

fixed etrex vista HCx-$65 ($40 to fix $25.00 shipping)

City nav 2008-$100

city nav 2009-$100

City nav 2011nt-$100

lakemaster Minn V5-$100

Lakemaster Minn V6-$100

Lakemaster Iowa Illinos-$100

Total investment-$964 for something that won't work and a

Life lesson learned Garmin is an overpriced non customer friendly company who could care less about making sure your prodcuts are working.

From now on I will no longer purchase garmin products and warn anyone about having to deal with garmin.

[MN Mike]

WOW! that would torque me off too!

Guess I have only called tech support one time many years ago and I always found it better to email them after that, which I have done a few times and even did it this week on a Colorado 300, their instructions worked like a champ and it's working again.

I'd try the email way, you'll have to wait a couple days or so for a responce but it might go smoother than the phone route. I would include a case number if you got one for your unit when you sent it in or just send the serial number and also a list of your codes for the software you have purchased.

Mike

[bigbad401]

I have contacted Garmin for support a few times and each time they were very nice and responsive.

[bobbymalone]

yep never had a problem with garmin cs. that story sucks though.

[deadeye]

You must have gotten the bad apple. I have always had really good luck with them. Usually I email just because I cant always talk and they have been very responsive and helpful.

I would try sending them a email explaining your situation and link this page to it.

My theory with the email getting better resopnse with email is that they are able to spend more time on working the issue out vs. trying to get a solution quickly while they have a unhappy person on the phone. Plus a manager is more likely to see your email vs the d-bag on the phone who wants to just get you off the phone as quick as possible.

[augernaut]

And exactly how many forums are you going to run around posting this on?

[Agronomist_at_IA]

And exactly how many forums are you going to run around posting this on?

2

[augernaut]

I was just curious. I'm sorry you had a bad experience with Garmin - I've never had to use their tech support, but yours is the only bad experience I've ever heard of with them. Call them back, explain the situation, and I'm sure they'll be able to remedy it.

[buzbunni]

And exactly how many forums are you going to run around posting this on?

What's the implication of this statement?

[lutzy]

I don’t know what you are complaining about. That would be a good experience if you had called Lowrance....No really

[Agronomist_at_IA]

I don’t know what you are complaining about. That would be a good experience if you had called Lowrance....No really

I don't see how it could be much worse unit isn't even working.

[Ed Carlson]

Garmin has exceptional customer service, I have never had an issue on any dealings with them.

What is the key to your complications here is the Unlock Codes, and the frequency they were accessed. If you were having problems getting the mapping into the unit, call for help..DO NOT repeat the installation or your burn up the code and it's used up.

They are very strict with issuing new codes, for obvious reasons, it gives away product.

If the reboot and repair lost the mapping and you paid for the work done, you deserve your mapping reinstalled but not 2 new copies of the mapping as originally granted upon purchase.

With the service issue you have a valid point and you should be able to get the software rebooted on the repaired unit as long as you can properly document your purchase of the software.

Documentation: Do you have the unit registered on the Garmin site, along with all the mapping you have purchased, and when it was obtained, and when the service ticket was filed? If so, send that to the customer support dept at Garmin, and they will make it good. You will need prof of everything to do this. That is why I always strongly recommend people register their units and all mapping, it takes all the misgivings out of the equation if a problem like this would arise.

Accelerate the issue up the ladder, it will be fixed. Do it nicely, and it will go well.

And...be glad your not dealing with Lowrance...trust me...despite your frustration...at least they didn't just say..."Oh that sucks..Sorry but it's a Legacy Unit..your screwed..Ba-BYE....CLICK....Buzzzzzzzzzzzzzzzzzzz!"

[Agronomist_at_IA]

Ed I hope you are right, but don't have much faith in Garmin right now. From my understanding, I got this when they had the "old system" and now they are on a "new" system for keeping track of software & [PoorWordUsage].

I've tried to get onto My Garmin only to get an error message everytime I try. If a company like Garmin can't get something as easy as having a login on their web page to work, I'm concerned about how well other things are tended to with the comapany.

It's kind of sad that a company expects you to keep every little scrap of paper with a number on it to make sure that you don't have problems using their product down the road. The day I brought it home I was lucky enough to pull the boxes out of the trash that my wife had thrown away. I've kept everything to my knowedge, even the stupid bubble wrap the stuff came in afraid there was a sticker with a number I missed on it that I might need 5 years down the road to confirm with cusotmer service that yes this unit did come in the pink bubble wrap not the blue and a number 3 sticker with a small d. So that I can get a map unlock for something I've had unlocked the previous 4 years.

[Ed Carlson]

That's my point, register everything right off as soon as you get it, document all units & software & any issues, no scraps of paper needed after that. It will keep all documentation at your fingertips on your account on the Garmin site for you, and the service rep to see if needed...it really simplifies everything. It grants you free updates too, and other perks..well worth it. And it's a 100% free service to you...no downside as I see it.

Keep at it, they will make it good.

[BobT]

As I read your post I couldn't help but get the impression that you were expecting more than what you bought. What I mean is that there were certain processes required in order to fully activate your new software and I get the impression that you were impatient and unwilling to accept the fact that you are required to properly unlock your software to your GPS unit. My guess is that as you became impatient you also became somewhat beligerant and the customer service person you talked with was doing a poor job of coddling you through the process. That's the impression I get as I read your post.

[Agronomist_at_IA]

As I read your post I couldn't help but get the impression that you were expecting more than what you bought. What I mean is that there were certain processes required in order to fully activate your new software and I get the impression that you were impatient and unwilling to accept the fact that you are required to properly unlock your software to your GPS unit. My guess is that as you became impatient you also became somewhat beligerant and the customer service person you talked with was doing a poor job of coddling you through the process. That's the impression I get as I read your post.

The maps have been unlocked for the last few years, and from my understanding they've changed the way maps are registered and handled. Yes they were registered when I bought the unit and did it. However they still want evey little thing because these maps were done in the old system. No I wasn't beligerant to Customer service, I'm smart enough to know if you [PoorWordUsage] someone like them off you will get nothing done. I'm trying to be a stand up guy and pay for the maps on my garmin so I don't have issues like this. If I wanted to I can download all these maps from a HSOforum and load and unlock them for free and have the latest map updates to, but i believe in paying for what you get. So, I don't see where I'm expecting more then what I bought, I just want what I paid for. Which is a GPS with the mapos working that I paid for.

[Westsidefishing]

I had recently talked to Garmin Tech support about my Oregon 450t, she was very nice and was TRYING to answer my questions. But she did not know anything about outdoor use of the unit and was dancing around all of my questions. But to her credit she TRIED, was not rushing me and finally admitted that she is more into the fitness use of the unit not the outdoor use. She did not know much about Lakemaster MN maps and could not answer most of my questions.

I found more info about Lakemaster Maps here on HSO and ordered my maps. Now, after reading this, I hope I do not run into the problems mentioned by Agronomist_at_IA. Wish me Luck guys

[BobT]

It sounds like you purchased new upgraded software. I believe that requires new unlock codes and they should come with the new software. Any time I've had to service a unit, they extracted all my user data from my old one and reinstalled it before returning the unit to me. If I buy a new version of Lakemaster, I will also receive new unlock codes and the old codes will be rendered obsolete when I install the new software.

Sounds like you've got two choices.

1. Throw your GPS in the trash and get something you'll be happy with.

2. Contact them and try again. If you're not getting what you need then ask to speak to someone with higher authority.

[Agronomist_at_IA]

Well I called in this morning, and all I can say is wow! It was a complete turn around from what I was dealing with last night. I can't believe that this is even the same company. I'm extremely suprised at how different things were this morning. Ed you were right, I'd say that Garmin does have exceptional service after the experiance I had this morning. Amazing how differnt things can be, I must have had a real knot head last night.

[GrizzlyAdams]

Good to hear you had better luck. I have always been a garmin fan. I have had my 60csx for 6+ years now and have had zero issues with it. Never had to use CS but glad to know if i do it will get taken care of.

Hope you don't have any more issues and all works well through the upcoming ice season and for many years to come.

[Westsidefishing]

Well I called in this morning, and all I can say is wow! It was a complete turn around from what I was dealing with last night. I can't believe that this is even the same company. I'm extremely suprised at how different things were this morning. Ed you were right, I'd say that Garmin does have exceptional service after the experiance I had this morning. Amazing how differnt things can be, I must have had a real knot head last night.

Good to hear that.

[MuleShack]

Garmin reps must be watching these forums

Did u report the crappy guy from yesterday?

[Ed Carlson]

Well I called in this morning, and all I can say is wow! It was a complete turn around from what I was dealing with last night. I can't believe that this is even the same company. I'm extremely suprised at how different things were this morning. Ed you were right, I'd say that Garmin does have exceptional service after the experiance I had this morning. Amazing how differnt things can be, I must have had a real knot head last night.

Glad to hear it is all ironed out now.

Dude...now just remember, register all that product, get things rolling, start your own free account on the Garmin site...it will really simplify your life. You can register all that product at any time, do so, its a snap.

[gregg52]

glad to hear they worked things out plus all the other good comments

i see here dumping my 520's(lowrance) and leaning towards garmin

i have an old gps before the chips days and it was very user freidly

so these post are giving me confidence in garmin

all though i dont understand all the locked and unlocked stuff he was talking bout

i hoping to just get a new gps (maybe stand alone )

or loctor/gps combo i hoping my lakemaster chip just fits into

to the new one

[Westsidefishing]

glad to hear they worked things out plus all the other good comments

i see here dumping my 520's(lowrance) and leaning towards garmin

i have an old gps before the chips days and it was very user freidly

so these post are giving me confidence in garmin

all though i dont understand all the locked and unlocked stuff he was talking bout

i hoping to just get a new gps (maybe stand alone )

or loctor/gps combo i hoping my lakemaster chip just fits into

to the new one

Your Lowrance Lakemaster chip won't work on Garmin. Unlock is like a security code to use the lakemaster chip.