Garmin International Inc.

Did the customer purchase the map updates from Garmin or from another company?

We have been in direct contact and believe this complaint has now been resolved to the customer's satisfaction.  Thank you.

Because this product is beyond the one-year warranty period, we can service it under our out of warranty procedure but it would involve a fee.  The out of warranty service details can be found at our online support center at support.garmin.com.  Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed...

Answered]
Complaint: [redacted]
I am rejecting this response because their response is typical of what I experienced from Garmin.Quite frankly, this interaction with Garmin has been confusing and frustrating at best.  Although I had been directed to Garmin Customer Service, the map upgrade was initially marketed and sold to my by another company called [redacted]. The documentation that came with Garmin map upgrades referenced the Garmin Customer Service site and Garmin Customer Service representatives. When the guidance they provided did not work, they completely washed their hands of the issue and referred me back to [redacted]. The initial marketing and sales interaction did not make it clear with whom I was working. The website from which I ordered the map upgrade was referenced from an email and appeared to be a [redacted] website and requested information about the vehicle. Nonetheless, when I received the upgrade and it would not install, I was referred to Garmin customer service. After numerous interactions with Garmin Customer Service, they referred me to [redacted], the company that sold me the upgrade.  I have since contacted [redacted] and received an RMA and freight charge number to return the entire map upgrade package. I am awaiting word on a refund of the map upgrade package five months after purchasing the product.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We reached out directly to the customer and left a voicemail.  We are ready and willing to try to help resolve this complaint.

The nuvi 40 does not come with free lifetime map updates, and it would not be advertised as coming with free lifetime map updates on the outside of the package or anywhere else that potential customers would see prior to making the decision whether to purchase the product or not.  It seems like...

the insert that goes into the product packaging for the nuvi 40LM (which does come with lifetime maps) was mistakenly inserted into the packaging of the nuvi 40 (which does not come with lifetime maps) .  Since this would not have been known to the customer until after the purchase was already made, it wouldn't have had any impact on the customer's decision whether to buy the product and he wouldn't have been misled in any way.  The issue then would be whether the customer should be entitled to a windfall based on the mistake we made by inserting the card into the package.  We think not.  If the customer bought a nuvi 40LM rather than a nuvi 40, then we would of course honor the lifetime maps.  It appears as though he bought a nuvi 40, however, which does not come with lifetime maps.  Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
Andrew [redacted]

The device should not be shutting off periodically.  If it is then it can be repaired or exchanged for a properly functioning unit under warranty.  If the customer contacts our product support at ###-###-#### they can arrange for a repair or exchange under warranty if the device is indeed not working properly.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We contacted the customer already before receiving this complaint and resolved it by agreeing to give the customer a full refund. Thank you.

We have contacted the customer directly and we believe this complaint has now been resolved.  Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because Garmin should be backing up their products even if the warranty is past. I have a defected unit and it is not working correctly and I drive special need kids to school and the GPS is making it unsafe and taking me down unsafe roads.  I will never purchase another Garmin product ever again and will be telling my family and friends not to either.  
Regards,
[redacted]

We contacted the customer but he declined to pursue efforts to accommodate his complaint and indicated that he has already purchased a different product.  Thank you.

We have been in direct contact with the customer and we believe this issue has now been resolved to the customer's satisfaction. Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received...

your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:  This issue has not been completely resolved. We are in the process of exchanging my GPS unit. I have mailed it to Garmin, but they said it would take 10-14 days for me to receive. When I receive a new non defective GPS, I will consider the matter resolved.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your...

complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: The issue was partially resolved. Yes, I was told that the replacement unit will be new, not factory refurbished.Who will support the cost to ship the defective unit back to the factory? The sipping cost is around $50 (USD) and the unit worked for just about 2 weeks.Best regards,
[redacted]

[To assist us in bringing...

this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: it's unreasonable to spend 30 minutes waiting on hold for technical support. This makes Garmin a very poor customer service company.
Regards,
[redacted]

This has been going on for several years.  On Monday Mar. 30th I needed to install on a new computer. So, I guess,, for the sake of this document, we could put March 30th as this is when they started officially not providing the maps I just purchased.Let me know if you need more detail.[redacted]...

[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
  They are actively working to correct the problem.
Regards,
[redacted]