The time has come, regretfully, to escalate my response to Garmin Australasia Pty Ltd’s (Garmin Australia) poor customer service in relation to issues with my Garmin Edge 305 purchased in November 2007. It has been frustrating dealing with Garmin and disappointing as their lack of customer service has distracted from what is other a reasonable unit.
On November 27, 2008 I sent the following letter to Garmin Australasia Pty Ltd and to Garmin International. I am awaiting their response.
27 November 2008
The Chief Executive Officer
Garmin Australasia Pty Ltd
Unit 19
167 Prospect Highway
SEVEN HILLS NSW 2147Dear Madam/Sir
Open Letter – Garmin Australasia Pty Ltd
I am writing to you with regards to an ongoing and unresolved support issue. This issue relates to my Garmin Edge 305 GPSr purchased in November 2007.
The history to date:
August 4, 2008: I posted into Garmin Australasia Pty Ltd my Garmin Edge 305 serial number 374893830 along with its GSC 10 Speed/cadence sensor as both components had ceased to function (please refer to the attached letter).
August 15, 2008 (approximately): I received from yourselves what I believe is a refurbished Garmin Edge 305 replacement unit. However, I also received with it, my faulty GSC 10 sensor minus the battery cover. No explanation was forthcoming as to why the sensor was returned in this condition and no reason as to why it was not replaced.
I phoned your support line, 1800 235 822, and I believe I spoke to Andrew, who advised that he would email the Service Department to arrange a replacement sensor to be sent out.
September 12, 2008: As no replacement sensor has been received I again phoned your support line and this time spoke to Hamish, who said he would emailed the service department to arrange for a replacement. He also advised a replacement sensor should arrive by September 17, 2008.
September 19, 2008: As no replacement sensor has been received I again phoned your support line and this time spoke to Hamish. Hamish now advised that they you where awaiting stock and one would be sent out immediately upon receipt. No timeline was given nor was an apology provided.
October 11, 2008: As no replacement sensor has been received I again phoned your support line and this time spoke to Andrew. He advised that he was aware of my situation, was monitoring the situation and that a revised ETA for stock was late October, 2008.
October 20, 2008: An issue arose with my heart rate transmitter and I emailed Garmin Australasia at Australasia.Support@Garmin.com for advice on how to best address my issue. At the time of writing I have not yet received a response to that email.
October 24, 2008: I again phoned your support line and requested to speak to a supervisor. I was told I was talking to John who was a supervisor. I pointed out the history of my issues with the GSC 10 sensor and the lack of response with respect to the heart rate transmitter. John indicated a sensor was coming that day and that he would follow-up on the heart rate transmitter issue with Garmin USA and get back to me. He never got back to me.
October 31, 2008: As I had not heard from John I again phoned your support line and again spoke to John who again promised a GCS 10 sensor would be sent out and yes there was a problem with the heart rate transmitters and I should send it in for replacement which I did (see attached letter).
It is now November 27, 2008 and I have no replacement GSC10 sensor and no replacement heart rate transmitter.
So in summary I have contacted your “support” service eight times to have what should have been a pretty simple matter resolved. Do you think that is reasonable service? Do you believe that your organisation and your staff have acted appropriately? Regretfully I don’t.
I am therefore writing to you this one last time, requesting that you please address my concerns (no more promises please) and that you do so within 14 days.
Yours faithfully
Andrew Priest
Cc Mr Dan Bartel, Garmin International, Inc
Open letter – Aushiker.com
Update December 10, 2008: I received the following email from a Mr Saul Gordon, Service Manager, Garmin Australasia on December 2, 2008 and I picked up the replacement heart rate transmitter and sensor today from Australian Air Express. It seems an apology from Mr Gordon or Garmin Australasia or Garmin International was too much to expect.
Dear Mr. Priest
I wish to advise that a new GSC10 and a replacement heart rate will be leaving today via Australian Air Express. You should receive that goods no later than Thursday this week.
Regards
Saul Gordon
Service Manager
Garmin Australasia
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[...] Update – November 27, 2008 – Now published my open letter to Garmin Australasia Pty Ltd. [...]
Nice blog, I will check back again for updates.
Incredible story. I had an customer service saga like this recently with a web hoster. I think it’s important to call out bad customer service by manufacturers/service providers, as you have, but also to write about the superstars who “get it”.