Defective Garmin Mount - Warranty Claim?

[Sortie 10]

Have just been to France. Windscreen mount let go, causing entire unit to take a glancing blow on the gear stick, shattering the screen of my Nuvi 660.
As far as I am concerned the damage was a direct result of a component supplied. The UK's most famous car accessory supplier is at this stage denying responsibility and (as a gesture of goodwill (!)) is sending the unit to Garmin for examination.

Has anybody here had such a failure?
If so, how did you resolve the issue?

Thanks for your help.

[DIW35]

If it was the sucker that let go they'll probably argue that you didn't use enough spit when attaching it to the windscreen. If it was the ball and socket joint, they still might try and wriggle by claiming that the ball wasn't inserted correctly in to the socket. Same argument might be used if it was where the unit clips to the mount.

Keep my fingers crossed for you.

[nickwilcock]

Sorry to hear that.

I eventually got utterly fed up with the stupid sucker mount letting go at unexpected moments, so fitted a Garmin 'automotive' mount on the glareshield:



Now, if only they also made a proper 'hardwired' power supply and TMC receiver instead of that awful fag plug cable.....

Edited by nickwilcock on Monday 28th April 21:18

[Sortie 10]

DIW35 said:

If it was the sucker that let go they'll probably argue that you didn't use enough spit when attaching it to the windscreen.

It will be interesting to hear this from them, as I never dampen the sucker nor the screen. Page 2 of the instruction manual states "Clean and dry your windshield and the suction cup with a lint-free cloth"

Thanks for both messages of support, I will keep the thread updated with developments.

[DIW35]

Oh, I never read the instruction manual. I always dampen the sucker before attaching it. Never had it fall off yet.

[niva441]

I had this problem with my 360 (the post is on here). It often didn't stay on for 5 minutes (enough time to be travelling properly). When I call Garmin they sent a replacement immediately.

[Negative Creep]

Sortie 10 said:

As far as I am concerned the damage was a direct result of a component supplied. The UK's most famous car accessory supplier is at this stage denying responsibility and (as a gesture of goodwill (!)) is sending the unit to Garmin for examination.

If this is the shop I'm thinking of (the one that goes the extra mile) then units can only be exchanged after getting a returns number from Garmin. In your case I can see why they'd want to examine the unit first before doing anything more. Not that I'm accusing you of it, but it could be very easy for someone to drop their unit then come in claiming it 'fell off the screen' and demand a replacement.

[Sortie 10]

Update:

Unit returned to Garmin via Halfords. Garmin most unhelpful, telephone attitude leaves much to be desired. 660 returned to me and then to Halfords, who have now agreed to pay the £130+ for the repairs without accepting liability. I made it clear to Halfords that I was prepared to pursue a claim under Sale of Goods Act and would not stop until justice was done.

Lessons learnt:
1. Garmin need to improve the quality of the adhesion of their mounts
2. That just once in a while Garmin need to understand that their customers are not out to rip them off.
3. If pursuing a claim under Sale of Goods Act 1979, goods not being of satisfactory quality, you should go for the retailer not a distant manufacturer (you have the option of either)
4. Buying from a local store as opposed to an internet seller, means that you can see a manager in case of problems.
5. That Halfords are a good company to deal with - they matched the best internet price for this unit and its predecessor, and have the good grace and initiative to sort out problems. I don't care if they haven't formally accepted responsibility, I will have my repaired unit back soon. I know where I will be buying a new unit in a year or two.