Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Garmin Vivoactive 4S on January 2, 2022. It worked well until the vibrating function, signifying an alert, went haywire. I consulted the limited warranty on the website and found that there are 3 options:
  
  "If during the warranty period you submit a claim for warranty service in accordance with this Limited Warranty, then Garmin will, at its option: (i) repair the device using new parts or previously used parts that satisfy Garmin’s quality standards, (ii) replace the device with a new device or a Garmin Recertified device that meets Garmin’s quality standards, or (iii) exchange the device for a full refund of your purchase price."
  
  I sought customer service (who was very rude) to get my exchange going on October 14, 2022. They told me it would be for a "recertified" used model as I was outside of a particular timeframe. The warranty does not mention this timeframe. I replied that I did not want a used product for a product that I purchased new. Then they advised that they would have "the lead" follow up with me via email. That never occurred. I called back today, December 29, 2022, as I had never received any further communication from Garmin. Yet again I spoke with a very rude individual who advised that my exchange would be for a "recertified" device and not for a new device because it was outside of a certain timeframe. Again, I elaborated that there is no timeframe published on the website in the warranty (see the excerpt above). I asked him to send me the warranty to which he was referring. He said it was the same as the one on the website.
  
  All in all, I want a new Vivoactive 4S or I want my money back. I did not paid for a used, refurbished, or recertified Garmin watch in the first place, thus I do not want one now. I will not be purchasing from Garmin again and I will recommend my friends and family to stay away as well.

  Business Response

  Date: 12/30/2022

  Some resellers, such as **** *** and others, have policies that allow customers to return products within 30 days of purchase for a refund or to exchange for a new device.  For customers who purchase a product directly from Garmin, Garmin may decide to provide a refund or a new device if the purchased device is defective and returned within a short time after purchase.  This is not a formal policy and there is no formal time period.  As the warranty makes clear, with respect to defective products still within the 1-year warranty period Garmin has the option to choose between (1) repairing the device, (2) providing a refund, or (3) exchanging the defective device for a new or recertified device.  For the vast majority of devices, especially for ones like the one this customer has that were purchased nearly a year ago, Garmin exchanges the device for a recertified device in accordance with our warranty terms and conditions.  Garmin has a very robust recertification process, and recertified products go through a quality certification procedure and come with an additional warranty.  Thank you.

• Initial Complaint

  Date:12/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter was just gifted a new Garmin Bounce for Christmas, being touted as a child tracker and the user agreement even stated as such. Well several issues, first off being what network they are using, every agent says that Garmin "Built their own network", really?? I have "coverage" according to the map but I live INSIDE a NATIONAL PARK there has not been a new tower built in years! So lies from the agents there. Speaking about agents they are very pompous, for example I contacted them yesterday to get this watch setup properly and the watch was only showing me a random QR code and a description, not a pairing mode etc. the agent said "Oh its a QR to pair it with"...really? then how come the app doesn't have a scanning function and only uses Bluetooth communication? Immediately passed off to another person, who could only instruct me to re-boot the device, which I have done several times, scrolling through the different menus I found the re-boot instructions and disconnected that chat since the 2nd agent did not know. Today I subscribed to the mysterious LTE network and this service is just horrible, not only are my messages to the device that is right next to me taking over 5 minutes to deliver but the location that is being sent via the device is greatly off by close to 1000 feet. Both things are very concerning with the whereabouts of a child especially if something is being report to either school officials, police etc as the whereabouts are not accurate, as you can see by the screen shot below it shows the watch in a completely different location where as my Apple watch shows the correct location. Why is Garmin selling a device that is being touted LTE connectivity lets you stay in touch when both the location and timing of everything is off I would expect that the world leader in GPS technology would have better GPS signaling in their devices? I would like some answers to these questions and actual apologies from the tech support staff.

  Business Response

  Date: 12/28/2022

  It sounds like the device may not be functioning as it should.  Because the watch is under warranty, the customer could visit the Garmin Support Center at ****************** to arrange for a product exchange if the device is defective.  Alternatively, if the customer purchased the device from a reseller (e.g. ******* **** **** ****) then the customer may be able to return the device to the reseller for a full refund within 30 days of the purchase. 

• Initial Complaint

  Date:12/01/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Garmin S62 Smart watch from US. (******)
  It is descript as smart watch which should support multi languge pack so people to read from watch.
  This one doesn't support my languge which is Korean.
  People bought from Korea, they can read in S62 watch.
  Only people purchase from US, can't read Korean from S62 watch.
  I thought they will be update soon, but they didn't.
  I think, they should posting "No multi languge supported" from the advertizing.
  If I knew that they don't support multi languge, I wouldn't buy this item.
  This isn't fair to people living US whom English is their second languge.
  Please help.
  They support Korean languge to Garmin Express, why not from S62 watch?!! (File attached)

  Business Response

  Date: 12/02/2022

  For technical reasons the U.S. SKU for the S62 device does not have capability to support Korean language.  Garmin does sell an APAC SKU for the S62 device that supports Korean language.  Garmin does not say anywhere that the U.S. SKU supports Korean language.  Thank you.

  Customer Answer

  Date: 12/02/2022

  [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: ********
  
  
  
  I am rejecting this response because: See attached file for answer from Garmin. See bellows, too.
  
  
  
  Regards,
  
  
  
  **** ***

   

  Hello *****
    Unfortunately the devices purchased
  in the US do not support the Korean Language. To get a device which supports
  the Korean language would need to be purchased in the Asian Region.  I
  don't see where you purchased the device directly from us so you would need to
  return it where you purchased the device.
  
  Thank you for choosing Garmin,
  
  *******
  Product Support Golf
  Garmin International
  For 24-hour access to support videos,
  manuals, FAQs & more, visit the Support Center.
  
  
  
  
  
  Original Message ...
  ***** *******************
  To: [email protected]
  Subject: Approach® S62 - Wrong Language
  Sent: Thu, 1 Dec 2022 04:04:30 +0000
  
  Web Self-Service
  Email Form Submission
  
  
  Description: I purchased S62 smart watch, but no
  Korean languge support so I can't read messages from watch. This is serious
  problem for me. If I knew this doesn't support, I wouldn't purchase it. I
  been waiting for you guys to update the languge pack, but no luck. I seen S62
  purchase from korea, it does support?!! Purchase from US does not support. It
  is not fair. Don't you think? Can I return and get my money back? I likes to
  everything, but No Korean languge support. Please advise me.
  Product: Approach® S62

   

  Business Response

  Date: 12/05/2022

  Thank you.  Garmin does not have anything additional to add to our previous response and communication with the customer.

  Customer Answer

  Date: 12/05/2022

  [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: ********
  
  
  
  I am rejecting this response because:

  Based on my previous message, Garmin alreday knows S62 selling in US market will NOT support asian languges.

  Also they said sudden product can't be support asian languges, not all of them. ==> Garmin support center reply me back with only S62 Sold in US isn't support. Think about "`United` Sates of America".

  I think, Garmin should notify to they're advertising as "Only support few languge support, Not asian languge supported!"

  No one can belived company like Garmin smart watch cannot support asian languge. even do it is they're high line of smart watch.

  I thought they will be updated soon.

  If you don't have plan to updates of asian languge, please let me return mine.

  I hate to let S62 go, but I need my smart watch must support korean languge for sure.

  Thank you for your time.

   

  Regards,
  

  
  
  
  **** ***

• Initial Complaint

  Date:11/25/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 25, 2022 @ about 0930, I contacted Garmin via chat. I was inquiring about a replacement screen for a Drive 50 lm I have. The chat agent, *****, told me it was discontinued and I should try a phone store. I asked if there was any way Garmin could help me find a screen for the unit. She told me that even if they had the part, Garmin doesn't sell parts.
  I then asked if the Nuvi 50 and Drive 50 used the same screens. She said she did not know because she was not in manufacturing. I asked if she could at least check. She then responded very condescendingly stating that she did not have to because she had been there for 18 years.
  If she KNEW and did not need to check, why did she say she didn't know because she was not in manufacturing?
  If she has been there for 18 years, she should certainly know how to treat a customer with respect.
  She then proceeded to disconnect the chat without allowing me to respond.
  This is extremely disrespectful treatment of a customer who has had several Garmin products over the years. This makes me wonder if Garmin is the right fit for me in the future, especially if they decide not to make this right.

  Business Response

  Date: 11/28/2022

  Garmin does not have replacement screens for its devices.  Instead, devices that are still under warranty can be exchanged free of charge for another device, and devices that are not under warranty can be exchanged for a reasonable fee.   Thank you.

• Initial Complaint

  Date:11/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had previously filed a warranty claim on a $350 watch which failed after 15 months of use. The warranty period was 1 year so I agreed to pay the $89 fee for an out of warranty replacement. The replacement watch showed up and I registered it on 8/1/22. It failed on 11/2/22. The support agent said that I would have to pay another $89 for a replacement because for some reason the warranty period is only 90 days on replacement watches, and they sent me a defective watch that lasted 93 days. That is not a reasonable way for a business to operate. My watch unit ID is ********** and it should be replaced at no cost.

  Business Response

  Date: 11/08/2022

  We contacted the customer directly and have resolved this complaint to the customer's satisfaction.  Thank you.

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am extremely disappointed in this product and your customer service . My watch band broke and I changed it and now the Approach X10 will not locate a satellite. I called your customer service and they told me it is a defect in the design that the chip is in the watchband and when you change the band the watch does not work for gps. I looked on your website and saw this on your troubleshoot page.
  
  ·
  
  Common Solutions
  ·
  My Band is Broken on My Approach X10
  
  The band for the Approach X10 is not replaceable. The watch will need to be s
  
  · ent in for repair if the band is broken. To set up .
  
  There are youtube videos on how to change the band which is ridiculous because the watch is useless for GPS once the band is changed.
  
  
  
  They only offered me a 30% discount on a new watch, the S12. I just feel that this is bad business and Garmin should do more. I reluctantly ordered the new watch, but it left me feeling taken. I think you should do more for your loyal customers than 30% off on a $200.00 watch.
  
  
  
  Fitbit had a similar problem and handled it in a much better fashion. Please research what your competition does for its loyal customers.
  
  
  
  Please have someone get back to me on this problem.

  Business Response

  Date: 09/13/2022

  There was not a defect in the design of the Approach X10.   It was designed the way it was designed intentionally.  Assuming this device is outside of the one-year window, there would be a charge to repair or replace the device.   Thank you.

  Customer Answer

  Date: 09/14/2022

  [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 ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Garmin Drive 51 LM - Plugged in to my Windows 10 desktop to update & charge. Message on Garmin screen reads "System Software Missing". This seems to be a fatal Garmin device issue. The Garmin software does not recognize the device. The Windows 10 Device Manager used to be able to at least see it, but attempts to update the drivers resulted in "best drivers already installed" message.
  Garmin says they will not be responsible for this as the unit is 4 years old. But I can send it in for $89 and they'll look at it. The unit, new, costs around $100 at **** *** *what I paid for it on 06/29/2017).
  This is a unit issue. This was a seldom-used device that was nonetheless updated as recently as July 2022.
  Since Garmin seems to be monetizing their own product failure I do not want a replacement item or a repair (unless said repair is done for zero cost, including shipping). I want my $99.99 back.

  Business Response

  Date: 09/13/2022

  Because the unit is well past the one-year warranty period, the out-of-warranty options were presented to the customer.  Thank you.

  Customer Answer

  Date: 09/14/2022

  [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: ********
  
  
  
  I am rejecting this response because:

  This appears to be a common issue with Garmin units, having nothing to do with age or usage (read: "this has been in a drawer since last used"). From the comments I've seen from other users age does not appear to be an issue, and some users have had their units fixed by a simple installation of a Garmin-provided software download received by email. Let's try again.
  
  
  
  Regards,
  
  
  
  ***** *******

   

• Initial Complaint

  Date:08/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Garmin Zumo from an Italian retailer, as a US citizen, after verifying on their website that I would be able to update the GPS device regardless of where I purchased it.
  After receiving the device, I had to contact their support department to find out that devices only come with maps from the region in which the device is sold.
  Nowhere on their website, clearly or otherwise, do they state that additional regional maps must be purchased. Their site also does not detail that those regional maps are a one-time only purchase and do not come with the same updates as the only installed region.
  
  Also, when purchasing additional region maps, there is no mention that those on a SD card are set to the version the day they are created. I purchased a set of region maps only to find that the package also does not show a version or year on it, and only after opening it do you see a year code. I purchased a SD card from **** *** within the last 14 days only to find out that the maps are SEVEN YEARS old.
  
  When I contacted Garmin's customer support for the second time, I was told my recourse was to return both items and buy from Garmin directly. And that only by purchasing through Garmin directly could I be guaranteed the latest version available.
  
  The Garmin GPS device is basically a small computer that gets updates across the internet, and built and programmed to do so. But they are not able to work with me to resolve my issue. I would not have purchased this device if not for the information given on their website. By not providing any information regarding the purchase of maps, and what exactly that purchase qualifies you for, I would not have bought the device. Let alone to have to return both purchases.

  Business Response

  Date: 08/29/2022

   

  The product packaging for the zumo XT includes an image that clearly depicts which region is covered by the pre-loaded maps.  In the case of the North American SKU for zomo XT, the image clearly depicts only North America and additional neighboring islands.    This is also covered on the product page on our website, where it says for the North American SKU: 

   

  PRELOADED ON-ROAD MAPS
  Be ready for the ride with preloaded street maps for the U.S., Mexico, Canada, Puerto Rico, U.S. Virgin Islands, Cayman Islands and Bahamas. Map updates included.

   

  And:

   

  PRELOADED OFF-ROAD MAPS
  Adventurous riding is encouraged with preloaded off-road topographic maps featuring North and Central America public land boundaries, 4x4 roads and more.

   

  With respect to the purchase of maps for other regions not pre-loaded on the device, the customer said we don't say anywhere that they don't come with free updates.  But we don't say or imply anywhere that they do come with free updates, so saying that they do not come with free updates is unnecessary and confusing because we don't give anyone any reason to think they do.

   

  The customer also mentions that he purchased regional maps on a SD card from **** ***, and those maps turned out to be seven years old.  That is unfortunate, for sure, but Garmin cannot control the inventory and sales of independent resellers of our products.  We cannot stop them from selling outdated maps.  The customer's beef is with **** *** rather than Garmin because it is **** *** and not Garmin who sold them outdated maps.  **** *** should refund the customer for that purchase. 

   

  Thank you.

   

   

  
  

  Customer Answer

  Date: 08/30/2022

  [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: ********
  
  
  
  I am rejecting this response because:

  First of all, I tried to work with Garmin at every step of the way that I had questions. I contacted their support a number of times to clarify what was stated on their site or what was not stated. I completely understand the meaning of Caveat Emptor. But each time I made a step either in purchasing the device or getting support I ran into the same issue of an omission of pertinent info. I’m very disappointed with the lack of available support and the tone of their response to my complaint clearly shows to me that they are not a customer-centric company.

  
  My complaint is the lack of clarity regarding map regions and the exclusivity of a region to a device. My complaint regarding the SD card is the same-omission of pertinent information both on the package and on their website-the lack of version information. Yes, I made an assumption that knowing Garmin has the ability to update software across the Internet that they would be able to get me the latest version. I would expect that if they can’t control their independent retailers that by putting the version information on the package Garmin might show some thought to their customer’s best interest.

  
  I would have expected a response along the lines of “we’ll try better,” or “what can we do?” But I’m put in a situation that took days to resolve. I was expecting to use the device on a long trip next week. I spent two days making a custom mount for it. Researched online for installation tips only to end up with a response for me to return it. I’m sorry that I had too high of expectations. I have started the return procedures for both the device and the SD card to ****. From now on, any chance I get, I will only have a very negative experience and actively discourage others from purchasing a Garmin product.
  
  
  
  Regards,
  
  
  **** *****

• Initial Complaint

  Date:08/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our Jeep new from *** ******* ******** **** May 2016. It came with a navigation system.
  On 12/08/2021, I paid $105.93 to ********.com to update the navigation maps (see **************************** Order Confirmation.htm). I updated the maps as per their instructions. After installing the software, the navigation system did not work at all. Only a blank screen would display. I contacted the vendor of the software with my complaint. On 01/21/2022, I was informed that the map update will not fix my issue and the Garmin radio software was causing the problem. They did, however, refund my $105.93 after I returned the software.
  Although I was refunded the amount spent to update the maps on the navigation system, the navigation system still did not work at all. After complaining again about my issue, I was informed that I “qualify for the Garmin Replacement Assistance Program”. They sent me the form to present to the dealer and instructions on how to receive the refund for the amount the dealership would charge me for replacing the radio/navigation unit. They seemed to be aware that this was a known problem and had forms and a process.
  I went to the dealership, as instructed, and was informed by them that this is a known problem that they had seen many times. The dealership charged me $502.20 (parts = $395 + labor = $107.20). (see dealer invoice for replacement.pdf). After submitting the required form and invoice, Garmin reimbursed me $257.25 (see check from Garmin.pdf).
  I feel I have been swindled out of $244.95 (502.20 – 257.25) because:
  1. It was not my fault the navigation system broke. The installation of their software caused the system to stop working.
  2. They told me to go to the dealer to have the work completed; therefore, they should refund what the dealer charged.
  3. Both the dealer and Garmin are aware that this is a common issue.

  Business Response

  Date: 08/24/2022

  In the complaint the customer mentioned that they were sent a form to provide to the dealer that included instructions for receiving the refund.  Please can the customer attach a copy of that form?

  Customer Answer

  Date: 08/25/2022

  [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: ********
  
  
  
  I am rejecting this response because:

  Attached is the form you requested.  I wasted $244.95 and got nothing but a major
  hassle for it because your map update broke my navigation system.  Do you think that’s fair?
  

  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 08/26/2022

  Thank you.  The Form and instructions provide the part number and specifies that the reimbursement amount will be $257.25, which is the amount the customer received.  

  Customer Answer

  Date: 08/28/2022

  [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: ********
  
  
  
  I am rejecting this response because:

  I believe it's a scam.  You pay to have your maps updated, which breaks your navigation system.  You are then forced to purchase a new navigation system, but Garmin only pays for half. 
  

  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:08/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Garmin Fenix 5X Sapphire, which I have been using for a couple of years. The device was not working recently due to the battery charging issue. I contacted Garmin using chat on it's website. The customer service representative told me that I could get a free replacement device. I received the exchange confirmation and the directions for sending the device back to Garmin for the replacement. The return # was ************. It was on July 31, 2022. Garmin sent me an email on Aug. 5th, 2022, showing that the return device was received by Garmin. I contacted Garmin about two weeks ago regarding the update of the order. I was told that there was an issue because a similar name of mine was listed as restricted party. I argued that there could me many people with my name. They told me someone would contact me in a few days. So I waited. A few days later, I still did not receive any update. I contacted Garmin again and was told basically the same thing and they would request their trade department to follow up with me. So far there is no update.
  During the whole process, Garmin has never given me any update information, except the email on Aug. 5th saying the device was received. It was always me who tried to contact Garmin.

  Business Response

  Date: 08/26/2022

  Thank you.  We are contacting the customer directly to resolve.