Garmin unhelpful tech support

[Barleymo]

Garmin sent me a text the other day telling me that there was an update to city navigator 9 to Europe 2008, i promptly sent off for the cd and upon arrival installed it on the pc, on completion it asked for registration details which i supplied and paid $70+ for the software. when i came to upload maps to my quest it said that the maps needed unlocking?.
I contacted Garmin who on investigation say i have registered the software to the old unit i used to have which was a street pilot 3. i haven't had this unit for over 12 months, and when i sold it on i informed Garmin anyway. So i asked them if they would just un register it with the street pilot and re register it with the quest. No was the answer. looks like i am left with some software i cant use cos i don't own the unit it is locked to and the helpful folk at Garmin wont just move the code over to the unit i do own.

Be warned, Garmin seem to be very helpful, Buy a tom tom instead, the tom tom has better post code search anyway.

 

[Slowdown]

So you bought an UPGRADE to existing software you no longer own.

Did you register the new unit/software?

 

[jimbo]

So you bought an UPGRADE to existing software you no longer own.

Did you register the new unit/software?

Genuine mistakes happen, and I would expect a vendor to help sort them.

to be fair to garmin, once an unlock code is out, it can't be withdrawn, so you could be trying it on to get extra unlock codes.

 

[Bumpkin]

You have my sympathies but if you have multiple Garmin GPSRs on your myGarmin account it's imperative, when upgrading, that you check that the unit you're unlocking to is the GPS you intend to use the mapping on.

The route I took to unlock my 2008 update (I did this on my myGarmin account rather than via the unlock wizard) had an alert in red that you were committing to buy and there would be no refund, or words to that effect, displayed in red.

The unlock code is married to the unit it's unlocked to and the version of the mapping you're installing. If they were to allow you to have a 2nd unlock for your Quest then they would be in contravention of their licencing agreement with Navteq who supply the mapping data.

I agree that the Quest has poor to non existent post-code searching but comparing that to TomTom is a little biased, later Garmin units (in fact I think the Quest was the last to not have it) have full post-code search. The Quest is a little long in the tooth although I still have one... just, going on eBay next week.

 

[ChasMill]

You have my sympathies but if you have multiple Garmin GPSRs on your myGarmin account it's imperative, when upgrading, that you check that the unit you're unlocking to is the GPS you intend to use the mapping on.

The route I took to unlock my 2008 update (I did this on my myGarmin account rather than via the unlock wizard) had an alert in red that you were committing to buy and there would be no refund, or words to that effect, displayed in red.

The unlock code is married to the unit it's unlocked to and the version of the mapping you're installing. If they were to allow you to have a 2nd unlock for your Quest then they would be in contravention of their licencing agreement with Navteq who supply the mapping data.

I agree that the Quest has poor to non existent post-code searching but comparing that to TomTom is a little biased, later Garmin units (in fact I think the Quest was the last to not have it) have full post-code search. The Quest is a little long in the tooth although I still have one... just, going on eBay next week.

What he said - I updated my Quest last night. I have several units registered to my Garmin account and there was a check before I committed to purchase the unlock codes through the wizard. This ensured the unlock was for the correct unit.

 

[Firegus]

Sorry this is off topic, but, do Garmin accept switch payment for the unlock, or does it have to be done by Credit Card?

 

[Barleymo]

It was a genuine mistake, matter of fact whilst on the phone to Garmin i asked them to delete the street pilot from the account, i wouldn't do that if i still owned it. The girl said they could transfer it to my quest but her supervisor wouldn't let her. Just seems a that there is no customer support from them.

 

[Bumpkin]

Just seems a that there is no customer support from them.

In the past the customer service has been first rate although my recent dealings with them over my StreetPilot 2720 haven't been so favourable. My perception may be incorrect but the quality of service and lack of product knowledge I received recently was indicative of a generic call centre outside the UK. If this is the case then, IMHO, it's a big minus point for Garmin whom I've previously publicly put on a pedestal for their exemplary customer service.

I do feel for you in this situation and if you were instructing them to transfer the StreetPilot off your account during the same phone call that you purchased the unlock code then I think you have a very just case to argue with them. Is that the case?

 

[Greg Masters]

Just seems a that there is no customer support from them.

As it happens, I had to speak with Garmin yesterday after SWMBO's i3 was crushed in an overpacked suitcase by someone to whom it was lent!

The Garmin support was succinct and offered good vfm and service level. Far from there being "no customer support", I would respectfully suggest that there was customer support but that it didn't extend to unravelling your own mistake.

FWIW, I believe that Garmin must pay NavTech for each mapping set sold and I'm guessing that the terms of their contract with NavTech would mean that if they sorted your error, they would be paying NavTech an addition fee at their cost.

Greg

 

[MickDB1]

I recon it depends on who you talk to at Garmin

I read a few post that second units are not allowed to be opened anymore
( this was late last year mind ) I had a steetpilot 3 v8 and purchased a second unit on V7. After a few emails to Garmin ( being nice bulshit flannel etc.) they sent me a second code on 3rd Jan 08 to open the tuther unit to V 8
Have a little patience and give then another call

I also had three units on my account at that time One was bust/ knackered

I have now the two only - the lady on helpline deleted the not wanted one from my Garmin account
( tell them if they dont help you Mick from Derbyshire will not take his/her mum on the back of his bike to do her shopping any more )

Best of luck

 

[araspitfire]

There is some variability for sure...

I sent off an email asking about second unlock codes with earlier versions of CN data, and right after I hit send, I decided to phone...

The very helpful guy on the phone explained that I'd best use my second unlock for CN v8 before purchasing the unlock code for my upgrade to V2008 as once I did that I'd loose the ability to use the second unlock... (and that I would not be able to use the second unlock then purchase upgrades to both)...

A few days later I got an email response and it said

"This is correct there is no second unlock code anymore. The additional unlock code has been removed from the mapping products. Each unit will need its own licence in order to use the mapping products. You will still be able to update a previous licence at a discounted rate.

In order for you to use mapping on your colorado you will need to make an additional purchase."

So... two conversations... two different answers...

Of course I'm waiting till my Colorado gets here to try to get a second unlock working before I pay for the upgrade for my 2820....

Al...

 

[Barleymo]

In the past the customer service has been first rate although my recent dealings with them over my StreetPilot 2720 haven't been so favourable. My perception may be incorrect but the quality of service and lack of product knowledge I received recently was indicative of a generic call centre outside the UK. If this is the case then, IMHO, it's a big minus point for Garmin whom I've previously publicly put on a pedestal for their exemplary customer service.

I do feel for you in this situation and if you were instructing them to transfer the StreetPilot off your account during the same phone call that you purchased the unlock code then I think you have a very just case to argue with them. Is that the case?

I only have the one device now, the quest as the rep has deleted the street pilot, like i said i wouldnt delete what i have. but hey ho you live and learn.

 

[GSwadd]

I would expect under most countries laws it is illegal to be sold something that is unfit for purpose or doesn't work. The mapping you paid for is both so they should be obligated to refund you. Check Consumer advice.

 

[Taff]

I would expect under most countries laws it is illegal to be sold something that is unfit for purpose or doesn't work. The mapping you paid for is both so they should be obligated to refund you.

But it does work - it's just that he unlocked it to the wrong unit.

You have obviously hit a brick wall with the telephone, so IIWY I would drop Customer Services a polite letter (e-mails are far easier to delete / ignore) explaining that it is a genuine mistake and pointing out what you have told us etc etc and send it Recorded Delivery (for some reason people take more notice of anything sent Recorded Delivery - don't ask me why, but from my experience they do). If that still doesn't work chalk it down to experience.

 

[Barleymo]

But it does work - it's just that he unlocked it to the wrong unit.

You have obviously hit a brick wall with the telephone, so IIWY I would drop Customer Services a polite letter (e-mails are far easier to delete / ignore) explaining that it is a genuine mistake and pointing out what you have told us etc etc and send it Recorded Delivery (for some reason people take more notice of anything sent Recorded Delivery - don't ask me why, but from my experience they do). If that still doesn't work chalk it down to experience.

mmm good idea, will do that.

 

[Wapping]

I would expect under most countries laws it is illegal to be sold something that is unfit for purpose or doesn't work. The mapping you paid for is both so they should be obligated to refund you. Check Consumer advice.

Read the post!

It is fit for puropse and it does work. Chummy simply put the new maps into the wrong device.

It is rather like putting diesel into your petrol motorbike...would you expect Shell to pay for you to pump it out and re-fill it with prime four star? Or then accuse them of lack of customer care or support when they refused?

For all Garmin know matey did it on puropse, ignoring all the waning prompts about 'Are you sure this is the right device' and now wants them to help him effectivly clone it onto a second device for free. If you doubt that this happens, just look at all the 'How can I get something for nothing...' threads.

Matey cocked up and then rants when a perfectly respecatble company won't listen to his bleatings of the world being unfair.....

 

[Barleymo]

For all Garmin know matey did it on puropse, ignoring all the waning prompts about 'Are you sure this is the right device' and now wants them to help him effectivly clone it onto a second device for free. If you doubt that this happens, just look at all the 'How can I get something for nothing...' threads.



Why would i have them delete the street pilot from the account and transfer the code to the quest if i still wanted to use the street pilot.

 

[Wapping]

For all Garmin know matey did it on puropse, ignoring all the waning prompts about 'Are you sure this is the right device' and now wants them to help him effectivly clone it onto a second device for free. If you doubt that this happens, just look at all the 'How can I get something for nothing...' threads.



Why would i have them delete the street pilot from the account and transfer the code to the quest if i still wanted to use the street pilot.

No idea....but you still somehow put the equivalent of diesel in your motorbike and expect someone to bail you out....

 

[Barleymo]

Think there is a little difference between a full engine clearout and 2 seconds on a pc.