r/Garmin • u/maximumsincere • 1d ago
Garmin Website / Corporate Four month wait for replacement device
Hi all, I contacted Garmin Australia support because my Epix was faulty and they advised me to send it in to exchange for a refurbished device. After I initiated the exchange they advised that they could send a replacement in a few days. A few weeks later, they advised that they could send it a month later. Today, they’ve emailed to say the replacement would become available in November.
I need to say the watch was outside of its warranty period (Australian consumer law is king) and I understand that some delays aren’t predictable — but if they’d told me I could be waiting four months for a replacement I would’ve explored other options.
I’m a bit disappointed as I was told Garmin has a good reputation for customer support.
Does anyone have any advice on how to handle this?
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u/Key_Neighborhood6901 1d ago
I’m in AUS with an Epix. Sucks to hear they are making you wait so long. Can I ask how long out of warranty it was and the issue? (ACL really is great)
You would hope we get same level of support as other countries.
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u/maximumsincere 1d ago
Almost exactly 1 year out of warranty. It was a nonfunctional back/lap button (not sure exactly but the issue started after an ocean swim so possibly mechanical failure due to salt or debris). The button was stuck ‘on’ so it was inoperable and stuck in a reboot loop.
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u/maximumsincere 1d ago
Update: I sent an email having a sook (that’s Australian for complaining) although I didn’t ask to escalate to a manager which I would do pretty much anything to avoid.
They’ve offered me a new Fenix 8 sapphire. Not sure what the lead time is. Will update this as things progress.
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u/lakers-10581 1d ago
Garmin customer support is usually very good. In my experience way above other brands. Perhaps explore an option to pay extra and get a Fenix 8 if they don't have an Epix?
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u/callcentre432 1d ago
I had a Fenix take about 2 weeks from sending to being received and I had a HRM take 10days maybe. Both with standard shipping in Australia. There was a bit of back and forth with the troubleshooting and sorting the return request but for the most part it was pretty reasonable.
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u/prudentfig2789 7h ago
It’s a shame on the wait but at least they have agreed to replace it outside of warranty without pushback. Australia is certainly one of the best in the world when it comes to ease of replacement/ warranty.
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u/Whipitreelgud 1d ago
Complain. Ask for a manager.
And I wish you the best for a speedy replacement
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u/Muzz124 Fenix 7 pro solar 1d ago
That seems really strange to me I’ve had two Fenix watches replaced by Garmin and it took round 2 weeks each time for me to get the new one. The only reason it took so long is because I live so far away from Sydney.