Garmin GPS - Garmin Support

Author

Garmin Support

pwevan@gmail.com

2005-09-22, 5:48 pm

When you complete Garmin's web based "Technical Support e-mail" form,
the resulting page says to give it 5-7 days to receive a response. To
say nothing about that wait time, they don't even send you any
automated reply acknowledging receipt of the request. So, now after
waiting 6 days, I'm left to wonder if they received my request at all
and if they got my correct email address. So, I thought about
resubmitting my issue, but it says on that form:

"E-mails are answered in the order that they are received. Please do
not send multiple e-mail messages (with the same question) before you
have received a response. Doing so will delay your answer."

-If they have a problem with people submitting the support request
multiple times, it likely because they don't acknowledge the
submission.
-I understand that re-submitting my support request might delay other
people's answers, but if the emails are answered in the order they are
received how would it delay my answer? If this actually does happen,
the only way I can imagine it is if they actually search for any
duplicate submissions and penalize those. If they are that
sophisticated, then why would they be concerned about duplicate
submissions at all?

I'd suggest this to Garmin instead of posting here, but I couldn't find
a way to do that without potentially delaying my original request.

Alan Burnstine

2005-09-22, 11:48 pm

pwevan@gmail.com wrote:
snipped

> I'd suggest this to Garmin instead of posting here, but I couldn't
> find a way to do that without potentially delaying my original
> request.

You can always call them.

A lot of companies still provide much better support by phone then email or
web. My employer is working to fix that, but Garmin isn't one of our
customers yet.

Alan

Steve P

2005-09-23, 5:48 pm

I submitted an email request to Garmin and received a response in 1 business
day. I also called them and a knowledgeable tech spent 30 minutes on the
phone with me.

I'm impressed by their tech support.
<pwevan@gmail.com> wrote in message
news:1127411126.965297.170280@g44g2000cwa.googlegroups.com...
> When you complete Garmin's web based "Technical Support e-mail" form,
> the resulting page says to give it 5-7 days to receive a response. To
> say nothing about that wait time, they don't even send you any
> automated reply acknowledging receipt of the request. So, now after
> waiting 6 days, I'm left to wonder if they received my request at all
> and if they got my correct email address. So, I thought about
> resubmitting my issue, but it says on that form:
>
> "E-mails are answered in the order that they are received. Please do
> not send multiple e-mail messages (with the same question) before you
> have received a response. Doing so will delay your answer."

Garmin User

2005-09-25, 5:48 pm

In article <1127411126.965297.170280@g44g2000cwa.googlegroups.com>
pwevan@gmail.com wrote:

>When you complete Garmin's web based "Technical Support e-mail" form,
>the resulting page says to give it 5-7 days to receive a response. To
>say nothing about that wait time, they don't even send you any
>automated reply acknowledging receipt of the request. So, now after
>waiting 6 days, I'm left to wonder if they received my request at all
>and if they got my correct email address. So, I thought about
>resubmitting my issue, but it says on that form:
>
>"E-mails are answered in the order that they are received. Please do
>not send multiple e-mail messages (with the same question) before you
>have received a response. Doing so will delay your answer."
>
>-If they have a problem with people submitting the support request
>multiple times, it likely because they don't acknowledge the
>submission.
>-I understand that re-submitting my support request might delay other
>people's answers, but if the emails are answered in the order they are
>received how would it delay my answer? If this actually does happen,
>the only way I can imagine it is if they actually search for any
>duplicate submissions and penalize those. If they are that
>sophisticated, then why would they be concerned about duplicate
>submissions at all?
>
>I'd suggest this to Garmin instead of posting here, but I couldn't find
>a way to do that without potentially delaying my original request.

I agree, that is not a professional way to do business.
First of all, a company like Garmin certainly can work on reduce the
amount of delay in the email replies.

But in all fairness, they do reply after 5-7 business days.

I received 2 replies and they were helpful.
But I can't imagine why they cannot add a small auto responder that
gives a case number and tells you that your message was received, they
can get it done for almost nothing, a small script will take care of
that.

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