My second Garmin Edge 800 in 18 months recently failed. The second unit would not find satellites. Did all the necessary resets etc without luck. Initially I spoke to
Garmin Australasia and basically the response was it will cost $259 for a "replacement unit". Not overly happy about this I spoke to Rob at
Highly Tuned Athletes, the retailer I purchased the unit from in the first place. Based on Rob's advice I spoke to Garmin a second time, told them I was not happy, that I would take the matter up with the
ACCC if necessary etc. The response then from Garmin was to send the unit in and it would be escalated to a manager for consideration, which I durly did, but no promise to get it back to me in time for my tour.
In the meantime I updated Rob on the response and also mentioned that I was heading off in two weeks on my
Dreaming Tour ... three months of riding. Rob then followed up with Garmin for me as well as emailing me a copy of my original invoice to pass on to Garmin. Bottom line I got an email from Rob yesterday saying that Garmin would replace my unit at no cost but he didn't think I would get it in time for my departure which is tomorrow. I am pleased to say that I did get a refurbished unit today so thanks to Garmin for sending it by overnight courier.
I don't think that without Rob's help I would have got such a favourable response from Garmin, well without a lot more angst and differently not in time for my tour so a BIG THANKS to Rob and
Highly Tuned Athletes. I am glad I brought locally and will buy again from Highly Tuned Athletes when I upgrade my Edge. Garmin but needs to get it act together and maybe it is time the ACCC to chat to them as well. The failure rate on these units just seems too high in my view.
Andrew