Author Topic: garmin return policy  (Read 308 times)

rickb

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garmin return policy
« on: 16:41:02, 19/11/17 »
Hi, 


I have had a garmin 64 gps and unfortunately after six months it has developed a fault
meaning it switches itself off after booting up.


I went to the go outdoor store where i bought the device and they said they would not exchange for a new one
but they would send it back to garmin for repair. Is this reasonable in your opinion?


I left the shop stating that i would prefer to send it directly to garmin
and avoid the middleman ie.GO. Does anyone here have experience of garmin customer service?
Do you think they will accept a device send directly by the user rather than the store where it was bought?


To be honest i am disappointed GO would not exchange the faulty item.At best i will be without this gps for a few weeks.


Regards








kinkyboots

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Re: garmin return policy
« Reply #1 on: 18:28:38, 19/11/17 »
Your contract is with the retailer not the manufacturer and the retailer is where you should make your complaint. Being an electronic product I don't think it's unreasonable that Go Outdoors would need to send the faulty item back to the manufacturer for specialist testing/repair. See the Refunds & Returns section of Go Outdoors Terms & Conditions http://www.gooutdoors.co.uk/terms

Regardless of what any manufacturer or retailer might say all goods supplied in this country are now covered The Consumer Rights Act 2015 which became law on 1st October 2015.

These few web pages may help explain exactly where you stand and what you can do about it if you do have problems.

https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/citizens-advice-consumer-work/the-consumer-rights-act-2015/

http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

http://www.which.co.uk/consumer-rights/advice/how-to-get-a-faulty-product-replaced-or-repaired

From the Which Consumer Rights Act webpage linked to above
Quote
Repair or replace

If you are outside the 30-day right to reject, you have to give the retailer one opportunity to repair or replace any goods or digital content which are of unsatisfactory quality, unfit for purpose or not as described.
You can state your preference, but the retailer can normally choose whichever would be cheapest or easier for it to do.

You should not have problems with most reasonable manufacturers or retailers as they all know that any unresolved case can be referred to the Consumer Ombudsman or as a last resort they can end up having to answer and defend a claim in the small claims court which, should they lose the case, would usually be far more costly than replacing or refunding the item in question.

Bhod

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Re: garmin return policy
« Reply #2 on: 01:00:59, 21/11/17 »
Hi, 


I have had a garmin 64 gps and unfortunately after six months it has developed a fault
meaning it switches itself off after booting up.


I went to the go outdoor store where i bought the device and they said they would not exchange for a new one
but they would send it back to garmin for repair. Is this reasonable in your opinion?


I left the shop stating that i would prefer to send it directly to garmin
and avoid the middleman ie.GO. Does anyone here have experience of garmin customer service?
Do you think they will accept a device send directly by the user rather than the store where it was bought?


To be honest i am disappointed GO would not exchange the faulty item.At best i will be without this gps for a few weeks.


Regards

Yes, entirely reasonable of GO to send the item off for assesment/specialist repair rather than just replacing it with a brand new item.  It is their legal obligation to do so and they are fulfilling that legal obligation.  Look at it from their point of view, you've had six months of use out of the item, user error, accidental damage, incompatible software installation etc are all "other" reasons as to why the unit has failed (I'm not inferring anything by this just pointing out their point of view).

You could send the item back to Garmin directly, their customer service is very good, you won't however get a new unit back from them either but a fully refurbished and factory checked replacement of at least equal to but in a lot of cases a higher spec model than yours as a replacement.  I personally would let GO take the responsibility for sending it back and having it repaired, an inconvenience yes, but IMO the better option.


Not a complete idiot, bits of me are missing.

dinger

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Re: garmin return policy
« Reply #3 on: 15:12:01, 25/11/17 »
No you have rights, all part are covered with 12 months warranty if its no fault you have made.