Jancouver

After about 30 minutes of wait I was finally able to get somebody on the phone regarding a replacement for the bike mount that broke last Saturday when my Edge 705 flied of my bike.

To my surprise, they didnt care, offered no replacement and stated that only the unit itself is under warranty. Of course, supervisor was not available to talk to me.

For $13.50 + $7.00 shipping, they offered me the same cheapo plastic bike mount which I can get that from Amazon.com for about $10 and free shipping.

Wow, I'm really pissed. I feel like a schmuck who paid $500 and is treated like some ****ing moron.

</rantover>

Edit:

The supervisor just called me back. When I asked about the new version, he stated there is no new version. He said that his employee made a mistake and that the mount is under warranty. He said that they will have to evaluate my mount for a physical damage and asked me to mail in the broken piece along with a copy of my purchase receipt.

He said this process takes about 30 days from the date they receive it and if approved that I should get my replacement within 6 weeks.

I was so pissed that my emotional response was: "Why dont you just kiss my (edited)"

PS going to the LBS to make the purchase.

**** GARMIN!

Scorer75

Couldn't agree more. Garmin should have a program in place where you can send in the broken mount, then they can inspect the mount and provide a free replacement (assuming it broke because of a defect in manufacturing and not something the user did wrong), provided you pay the return shipping.

This should cost you $10-$15 dollars and take 1-2 weeks.

How much was the replacement on Amazon again?

VA_Esquire

Sounds like someone had a bowl of rage thing morning. So you broke an item that isn't covered in the warranty and you are mad about the price they stated when you found the item for cheaper somewhere else? Seems to me you don't have a problem....buy it off Amazon.

VA_Esquire

He stated it was $10+free shipping on Amazon.

So you are saying Garmin should pay/you should pay for this broken sub $20 part to be sent so they can inspect it and IF it is due to manufacturing they send you a replacement that you pay to be sent? But if it isn't you just spent money to send a broken piece to them and then you turn around and spend the money to purchase a new piece. Sounds confusing and unneeded to me.

umd

Interesting, someone the other day said Garmin sent them a new mount free of charge. I've broken countless of those stupid mounts and it never ocurred to me to try to get Garmin to pay for one! Anyway, they have a new mount design. I just got one the other day and put it on my wife's bike. It is much more secure, but time will tell how much of an improvement it is...

UGASkiDawg

Well if you spoke to them the way you write, then they probably didn't understand you.

I've got my problems with Garmin but lack of customer service isn't one of them. Crappy product quality on the 705 firmware is;-(

DScott

Wait! Your Garmin has brakes? I'm so going to talk to someone there, mine doesn't have any brakes at all. Srsly!

OTOH, if you call CS and are nice to them, sometimes they'll send you free stuff. Depends on who you talk to, I think. Keep calling.

brian416

Do the mounts just fail instantly or do they give some sort of warning? I haven't broke a mount yet, but I don't want to have one break and see my 705 bouncing on the pavement.

Jancouver

Yeah my Garmin has brakes. Are you jealous? Oh well, English is not my native language so well be it. I'm sure you can speak and write at least 10 other languages, you ....... genius.

BTW
I tried to be very nice to them, but that didnt work. After I tried the supervisor option and that didnt work either.

I guess I have no choice but to pay for this stupid mount. I guess I was too naive when I expected to get a free mount replacement for unit that was $500.

Johannes

the mount is made from plastic and a few rubber bits. the part that "clicks" into place to hold the garmin wears out after being being used hundreds of times. the part weakens and one day the garmin will just slide off. i seem to care more about my $700 piece of equipment than the pinhead who came up with the mount.

you should consider yourself lucky if you see your 705 bouncing on the pavement. i was looking down and it was just gone. i'm on my second one now and i'm paranoid about the mount. not much chance a third party will make a better mount. not much chance garmin will do anything (they don't have to fix or replace anything once the garmin is lost. garmin might even sell a second unit to the same customer.)

love the garmin GPS. hate the mount. willing to jump ship for a GPS/mount that wont abandon me any time

a

mridan

My 705 is still under warranty,recently release clip broke on mount(maybe a month ago).Called Garmin they told me they changed the mount design,and would send me one for no charge because unit still under warranty.About 5 days later I got TWO new mounts in mail from Garmin!

DataJunkie

Your only recourse is to sell me your unit for $200.

Johannes

interesting! how did the mounts change? i would love to get my hands on the new version.

a

Jancouver

I guess I wasnt that lucky and when I asked about new/improved version he told me they only have the same mount. When I asked if there is any "better" after market product he suggested I can try my luck on ram-mount.com. No luck over there.

How I said, the moron that was "helping" me, wasn't helpful at all and he stated that only the unit is under warranty, not accessories.

J.

umd

They combined the two halves of the mount. It used to be that you rotated the inner part to change the orientation, but the tabs inside that would hold it together (by the zipties going through it) break easily. The new mount is a single part that can be mounted either way. The tab that releases the unit seems stronger too.

Jancouver

The supervisor just called me back. When I asked about the new version, he stated there is no new version. He said that his employee made a mistake and that the mount is under warranty. He said that they will have to evaluate my mount for a physical damage and asked me to mail in the broken piece along with a copy of my purchase receipt.

He said this process takes about 30 days from the date they receive it and if approved that I should get my replacement within 6 weeks.

I was so pissed that my emotional response was: "Why dont you just kiss my (edited)."

PS going to the LBS to make the purchase.

**** GARMIN!

umd

not my picture but I annotated it to show the key difference. New one is one right...

brian416

yikes, I guess I'll might pull my mount apart to check it and glue it together.

edit - mine was halfway broken like the picture umd posted (4 months of use). Put one of my extra mounts on the bike

DrPete 

This is a 10-dollar part, right? And you just bought a $500 GPS? I can only assume that you'll still eat tonight after replacing the mount at such incredible cost.

You need to relax.

Sooner Rider

I've never had a support problem with Garmin, in fact, it is because their support is so GOOD that I'm a big fan. My problems have been similar to those that have been widely discussed on these boards, and in every instance, the resolution has been to my absolute satisfaction. I'm also a satisfied owner of Garmin aviation products.

Jancouver, it sounds like your problem isn't due to Garmin, and if you're going to the LBS with a similar attitude, be sure to share the outcome with all of us here.

Tulex

I called 2 days ago. I told the guy I needed a new mount. He asked if mine was broken. I said no, but it might be loose. He asked for my details, saw that it was under warranty, and said no problem. I asked if the new mounts were different, he said yes. I asked if I had to wait for the one on my other bike to break to get that one replaced, he said no. He asked his boss, and got back to me and said they would send 2 out. Anything else they can do for me? Nope. Ok, have a good day.

DrPete 

???

NRRider

I know I said that at some point, and it's how my experience played out.

OP, I'm surprised they gave you a hard time. When I called Garmin, after being on hold for a short while the whole conversation took about 3 minutes, most of which was me describing the issue and giving and
confirming my address for them to mail the replacement. Surprised you had such a hard time.

Also, when I've had technical issues I found them to be pretty helpful and once they took a lot of time trying to solve the problem and were very friendly.

embe

I don't understand why you guys are so quick to take the side of the company on this. It's a plastic flimsy mount that costs .02c for them to manufacture. If it breaks, they should send out a replacement no questions asked in a nice padded envelope. It's called customer service. Believe it or not the next time this guy is looking to buy a GPS/Bike Computer/anything, it won't be from Garmin. Don't sweat the small stuff, take care of your customers and you'll find they'll be yours forever.

To the poster, I've got a spare plastic part if you want it. I have the one that mounts parallel with the bike however, not horizontal (currently in use).

Mike

Tulex

Those are the same mount, it comes apart so it can be used either way.

But why would you want to put the old style back on that is likely to break.

And, people aren't taking the company's side as much as saying that they didn't have the same experience.