A couple of months ago, I took my wife and Garmin 60CS snowboarding. My wife fared better than the GPS. Upon return, when I attempted to download the tracks, I was not able to establish communication with my computer. I tried it on multiple computers, reloaded the USB driver, did a hard reset, etc.
I believe that I had damaged the seals (I could see visual evidence of this), probably due to my misuse of a RAM mount on my bike. BTW, this post is by no means a criticism of my GPSMAP 60CS or the RAM mount. I test GPS receivers and report on them here, and I am brutal with those I own. I just eat the cost of repair every year or so.
I should have just replaced it, but couldn’t convince myself to pony up the money for a 60CSx, even though I’ll probably get one before long. Guess my wife will inherit the 60CS.
I was disappointed right away when I went to Garmin’s support page and saw that their hours are M-F, 8-5, Central time. Strike one.
So I called the next morning and got a message saying to expect a 30-35 minute wait. Strike two. By this point I was thinking, man, these guys are expanding too fast. Why don’t they just hire and train more tech support people? And they’re big enough now to go 24/7.
Next step…email support, figuring I might get a faster answer that way. Nope. Over the next four days, I corresponded with a tech support person five times. I tried to reply as soon as I could. They seemed to be on a once a day schedule.
I finally managed to convince Garmin that I wasn’t the problem, and they told me to call for an RMA number. Why they couldn’t do that by email, I don’t know. This time they said I would have to wait 15 minutes. I guess that’s progress.
True to their word, a refurbished unit came back 7 to 10 days after they received the dead one. Of course when I tried to load City Select, it didn’t recognize the unit. One more email exchange and I got new unlock codes.
Overall, I wasn’t super impressed with Garmin’s customer service, but they did come through in the end. All’s well that ends well I guess. And despite my travails, it appears that Garmin still has a better reputation for support than Magellan.
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