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Reconsider Garmin Purchases

 
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Matt Dralle
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Joined: 08 Nov 2005
Posts: 18219
Location: Livermore CA USA

PostPosted: Wed Jun 17, 2015 10:20 am    Post subject: Reconsider Garmin Purchases Reply with quote

In the rebuild of my RV-8 recently, I managed to get a scratch in the lens of both the Garmin SL-30 and the Garmin GTX-327. No biggie, I thought, I'll just order up a replacement and stick them in, much like I did on the King KX-125 on the RV-6.

I called up Pacific Coast Avionics today to order the parts and was told the following: Garmin will not sell the lens. Yup, you hear that right. My only option is to return both units to Garmin for a "factory repair" and the MINIMUM charge will be $535 for EACH unit! That is $1070 to replace two $4 pieces of plastic! That is simply outrageous! Frankly, criminal behavior.

I will NOT be buying ANY future Garmin products. I refuse to do business with a company that treats their customers this way. Unacceptable.

-
Matt Dralle

RV-8 #82880 N998RV "Ruby Vixen"
http://www.mattsrv8.com - Matt's Complete RV-8 Construction Log
http://www.mattsrv8.com/Mishap - Landing Mishap Rebuild Log
http://www.youtube.com/MattsRV8 - Matt's RV-8 HDTV YouTube Channel
Status: 182+ Hours TTSN - Version 2.0 Now Flying!

RV-6 #20916 N360EM "The Flyer"
http://www.mattsrv6.com - Matt's RV-6 Revitalization Log
Status: 300+ Hours - Full Flyer Mode!

Matt's Livermore Airport Live ATC Stream!
Check out the live ATC stream directly from my hangar at the Livermore
Airport. Includes both Tower and Ground transmissions. Archives too!
For entertainment purposes only. http://klvk.matronics.com


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PostPosted: Wed Jun 17, 2015 11:19 am    Post subject: Reconsider Garmin Purchases Reply with quote

This doesn't sound right. Sounds to me like someone just didn't want to deal
with you (and it likely wasn't Garmin in this case). I don't know what or
how you handled yourself, but sometimes you'll get more with honey than with
vinegar - or perhaps the person you spoke with perhaps was slightly
mis-informed.

To be blunt, the lenses should be readily available (at least they were last
time we got some). I'm sorry they aren't a $4 piece of plexi (there is some
fancy schmancy coatings on them and such), but the GTX lens is around $26
and I think the SL lens around $65.

My recommendation would be to calm down a bit, sit back and take a breath
before indicting Garmin in their entirety based on a conversation with one
person.

Not defending anyone or indicting or flaming anyone, but your experience
just sounds like we don't have the "whole story".....might I humbly suggest
that before blasting this to every list you manage that you perhaps speak to
someone else first (or maybe even Garmin directly)?

Cheers,
Stein

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Matt Dralle
Site Admin


Joined: 08 Nov 2005
Posts: 18219
Location: Livermore CA USA

PostPosted: Wed Jun 17, 2015 1:40 pm    Post subject: Reconsider Garmin Purchases Reply with quote

Before making my original post, I had contacted two different Avionics shops and received the exact same story, so I didn't base my findings on a single vendor. I have subsequently contacted Garmin directly and was told that the parts are in fact orderable by dealers. But, when those same avionics dealers call the Garmin parts department they are told they are not allowed to order those parts. So, something is definitely not quite lining up here. I guess I apologize to the community for venting my frustration with this process, but this really shouldn't be this difficult. I will follow up with more information on this debacle as it hopefully progresses.

Btw, the lens part number for the SL-30 is 308-3201-42 and the lens for the GTX-327 is 470-00034-00.

Matt

At 11:11 AM 6/17/2015 Wednesday, Matt Dralle wrote:
Quote:
In the rebuild of my RV-8 recently, I managed to get a scratch in the lens of both the Garmin SL-30 and the Garmin GTX-327. No biggie, I thought, I'll just order up a replacement and stick them in, much like I did on the King KX-125 on the RV-6.

I called up Pacific Coast Avionics today to order the parts and was told the following: Garmin will not sell the lens. Yup, you hear that right. My only option is to return both units to Garmin for a "factory repair" and the MINIMUM charge will be $535 for EACH unit! That is $1070 to replace two $4 pieces of plastic! That is simply outrageous! Frankly, criminal behavior.

I will NOT be buying ANY future Garmin products. I refuse to do business with a company that treats their customers this way. Unacceptable.
-
Matt Dralle


-
Matt Dralle

RV-8 #82880 N998RV "Ruby Vixen"
http://www.mattsrv8.com - Matt's Complete RV-8 Construction Log
http://www.mattsrv8.com/Mishap - Landing Mishap Rebuild Log
http://www.youtube.com/MattsRV8 - Matt's RV-8 HDTV YouTube Channel
Status: 182+ Hours TTSN - Version 2.0 Now Flying!

RV-6 #20916 N360EM "The Flyer"
http://www.mattsrv6.com - Matt's RV-6 Revitalization Log
Status: 300+ Hours - Full Flyer Mode!

Matt's Livermore Airport Live ATC Stream!
Check out the live ATC stream directly from my hangar at the Livermore
Airport. Includes both Tower and Ground transmissions. Archives too!
For entertainment purposes only. http://klvk.matronics.com


- The Matronics RV8-List Email Forum -
 

Use the List Feature Navigator to browse the many List utilities available such as the Email Subscriptions page, Archive Search & Download, 7-Day Browse, Chat, FAQ, Photoshare, and much more:

http://www.matronics.com/Navigator?RV8-List

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Matt Dralle
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PostPosted: Thu Jun 18, 2015 4:02 am    Post subject: Reconsider Garmin Purchases Reply with quote

I see no reason for an apology, and I'm glad you posted your experience. I've heard the exact same story (outrageous flat-rate fees for *any* repair, even a 'checkout') about Garmin for many years from many different owners. I've even experienced it myself, with Garmin wanting around $150 to replace the $4 backup battery in my GPS III Pilot portable. When I cornered a Garmin rep about it at a major flyin, he offered to give me a 'deal' at $70 if I sent it to his attention after the flyin. And the portable isn't even a 'certified' device. 

BTW, I'd like to thank Matt for keeping these lists up and running and avoiding the ugliness of censorship, which is rampant on the VAF forum. For those who don't follow it closely, Matt's recent thread on the Garmin service subject didn't last a day before it was deleted (can't have one of your advertisers called out in public, can you.....). I sometimes go for much longer than I should without donating to Matt, and incidents like that remind me why I should donate every year.
Charlie
On Wed, Jun 17, 2015 at 4:37 PM, Matt Dralle <dralle(at)matronics.com (dralle(at)matronics.com)> wrote:
[quote]--> RV8-List message posted by: Matt Dralle <dralle(at)matronics.com (dralle(at)matronics.com)>

Before making my original post, I had contacted two different Avionics shops and received the exact same story, so I didn't base my findings on a single vendor. I have subsequently contacted Garmin directly and was told that the parts are in fact orderable by dealers. But, when those same avionics dealers call the Garmin parts department they are told they are not allowed to order those parts. So, something is definitely not quite lining up here. I guess I apologize to the community for venting my frustration with this process, but this really shouldn't be this difficult. I will follow up with more information on this debacle as it hopefully progresses.

Btw, the lens part number for the SL-30 is 308-3201-42 and the lens for the GTX-327 is 470-00034-00.

Matt



At 11:11 AM 6/17/2015 Wednesday, Matt Dralle wrote:
>In the rebuild of my RV-8 recently, I managed to get a scratch in the lens of both the Garmin SL-30 and the Garmin GTX-327. No biggie, I thought, I'll just order up a replacement and stick them in, much like I did on the King KX-125 on the RV-6.
>
>I called up Pacific Coast Avionics today to order the parts and was told the following: Garmin will not sell the lens. Yup, you hear that right. My only option is to return both units to Garmin for a "factory repair" and the MINIMUM charge will be $535 for EACH unit! That is $1070 to replace two $4 pieces of plastic! That is simply outrageous! Frankly, criminal behavior.
>
>I will NOT be buying ANY future Garmin products. I refuse to do business with a company that treats their customers this way. Unacceptable.
>
>
>-
>Matt Dralle
>

-
Matt Dralle

RV-8 #82880 N998RV "Ruby Vixen"
http://www.mattsrv8.com - Matt's Complete RV-8 Construction Log
http://www.mattsrv8.com/Mishap - Landing Mishap Rebuild Log
http://www.youtube.com/MattsRV8 - Matt's RV-8 HDTV YouTube Channel
Status: 182+ Hours TTSN - Version 2.0 Now Flying!

RV-6 #20916 N360EM "The Flyer"
http://www.mattsrv6.com - Matt's RV-6 Revitalization Log
Status: 300+ Hours - Full Flyer Mode!

Matt's Livermore Airport Live ATC Stream!
Check out the live ATC stream directly from my hangar at the Livermore
Airport.  Includes both Tower and Ground transmissions.  Archives too!
For entertainment purposes only.  http://klvk.matronics.com


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PostPosted: Thu Jun 18, 2015 4:09 am    Post subject: Reconsider Garmin Purchases Reply with quote

It sounds exactly right to me, based on my personal experience, and stories I've heard from others for over a decade. They might offer a bit more of a 'deal' if you can find the right button (person) to push, but the opening line is always outrageous flat rate fees for anything.

I've even experienced it myself, with Garmin wanting around $150 to replace the $4 backup battery in my GPS III Pilot portable. When I cornered a Garmin rep about it at a major flyin, he offered to give me a 'deal' at $70 if I sent it to his attention after the flyin. And the portable isn't even a 'certified' device. 
The vast majority of homebuilders (and even cert a/c owners) don't even know that there are buttons available to push, and pay the outrageous fees because they effectively have no other choice.
BTW, I'd like to thank Matt for keeping these lists up and running and avoiding the ugliness of censorship, which is rampant on the VAF forum. For those who don't follow it closely, Matt's recent thread on the Garmin service subject didn't last a day before it was deleted (can't have one of your advertisers called out in public, can you.....). I sometimes go for much longer than I should without donating to Matt, and incidents like that remind me why I should donate every year.
Charlie

On Wed, Jun 17, 2015 at 2:15 PM, Stein Bruch <stein(at)steinair.com (stein(at)steinair.com)> wrote:
[quote]--> RV8-List message posted by: "Stein Bruch" <stein(at)steinair.com (stein(at)steinair.com)>

This doesn't sound right. Sounds to me like someone just didn't want to deal
with you (and it likely wasn't Garmin in this case).  I don't know what or
how you handled yourself, but sometimes you'll get more with honey than with
vinegar - or perhaps the person you spoke with perhaps was slightly
mis-informed.

To be blunt, the lenses should be readily available (at least they were last
time we got some). I'm sorry they aren't a $4 piece of plexi (there is some
fancy schmancy coatings on them and such), but the GTX lens is around $26
and I think the SL lens around $65.

My recommendation would be to calm down a bit, sit back and take a breath
before indicting Garmin in their entirety based on a conversation with one
person.

Not defending anyone or indicting or flaming anyone, but your experience
just sounds like we don't have the "whole story".....might I humbly suggest
that before blasting this to every list you manage that you perhaps speak to
someone else first (or maybe even Garmin directly)?

Cheers,
Stein



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PostPosted: Thu Jun 18, 2015 4:25 am    Post subject: Reconsider Garmin Purchases Reply with quote

Charlie:

I have to agree, I long ago deserted VAF due to his "sanitation" of the boards.
Garmin provides a fine product at a very steep price. This kind of price segmentation makes room for the likes of Dynon and others.
I sold my Garmin products on eBay awhile back and moved on, I could not tolerate the monthly charges let alone the fixed price factory repair.
On Thu, Jun 18, 2015 at 8:06 AM, Charlie England <ceengland7(at)gmail.com (ceengland7(at)gmail.com)> wrote:
[quote]It sounds exactly right to me, based on my personal experience, and stories I've heard from others for over a decade. They might offer a bit more of a 'deal' if you can find the right button (person) to push, but the opening line is always outrageous flat rate fees for anything.

I've even experienced it myself, with Garmin wanting around $150 to replace the $4 backup battery in my GPS III Pilot portable. When I cornered a Garmin rep about it at a major flyin, he offered to give me a 'deal' at $70 if I sent it to his attention after the flyin. And the portable isn't even a 'certified' device. 
The vast majority of homebuilders (and even cert a/c owners) don't even know that there are buttons available to push, and pay the outrageous fees because they effectively have no other choice.
BTW, I'd like to thank Matt for keeping these lists up and running and avoiding the ugliness of censorship, which is rampant on the VAF forum. For those who don't follow it closely, Matt's recent thread on the Garmin service subject didn't last a day before it was deleted (can't have one of your advertisers called out in public, can you.....). I sometimes go for much longer than I should without donating to Matt, and incidents like that remind me why I should donate every year.
Charlie

On Wed, Jun 17, 2015 at 2:15 PM, Stein Bruch <stein(at)steinair.com (stein(at)steinair.com)> wrote:
[quote]--> RV8-List message posted by: "Stein Bruch" <stein(at)steinair.com (stein(at)steinair.com)>

This doesn't sound right. Sounds to me like someone just didn't want to deal
with you (and it likely wasn't Garmin in this case).  I don't know what or
how you handled yourself, but sometimes you'll get more with honey than with
vinegar - or perhaps the person you spoke with perhaps was slightly
mis-informed.

To be blunt, the lenses should be readily available (at least they were last
time we got some). I'm sorry they aren't a $4 piece of plexi (there is some
fancy schmancy coatings on them and such), but the GTX lens is around $26
and I think the SL lens around $65.

My recommendation would be to calm down a bit, sit back and take a breath
before indicting Garmin in their entirety based on a conversation with one
person.

Not defending anyone or indicting or flaming anyone, but your experience
just sounds like we don't have the "whole story".....might I humbly suggest
that before blasting this to every list you manage that you perhaps speak to
someone else first (or maybe even Garmin directly)?

Cheers,
Stein



--


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John Myers



Joined: 10 Jan 2006
Posts: 11
Location: Cedar Bluff, AL

PostPosted: Thu Jun 18, 2015 5:08 am    Post subject: Reconsider Garmin Purchases Reply with quote

Right on Charlie, you nailed it in every way.
The censorship on VAF sucks and Garmin needs to give up market share for their strategy. Hopefully, the tactics will come back to haunt them like it did for the avionics supplier Narco.
Thank goodness there are some good competitive suppliers for the Experimental world like Dynon, AFS, GRT, ... I appreciate them more every time I hear about incidents where suppliers don't support their own customers in a cost effective way, such as we see with Garmin.
I'm thinking this would probably get deleted at VAF.
John


On Jun 18, 2015, at 7:06 AM, Charlie England <ceengland7(at)gmail.com (ceengland7(at)gmail.com)> wrote:
It sounds exactly right to me, based on my personal experience, and stories I've heard from others for over a decade. They might offer a bit more of a 'deal' if you can find the right button (person) to push, but the opening line is always outrageous flat rate fees for anything.

I've even experienced it myself, with Garmin wanting around $150 to replace the $4 backup battery in my GPS III Pilot portable. When I cornered a Garmin rep about it at a major flyin, he offered to give me a 'deal' at $70 if I sent it to his attention after the flyin. And the portable isn't even a 'certified' device.
The vast majority of homebuilders (and even cert a/c owners) don't even know that there are buttons available to push, and pay the outrageous fees because they effectively have no other choice.
BTW, I'd like to thank Matt for keeping these lists up and running and avoiding the ugliness of censorship, which is rampant on the VAF forum. For those who don't follow it closely, Matt's recent thread on the Garmin service subject didn't last a day before it was deleted (can't have one of your advertisers called out in public, can you.....). I sometimes go for much longer than I should without donating to Matt, and incidents like that remind me why I should donate every year.
Charlie

On Wed, Jun 17, 2015 at 2:15 PM, Stein Bruch <stein(at)steinair.com (stein(at)steinair.com)> wrote:
[quote]--> RV8-List message posted by: "Stein Bruch" <stein(at)steinair.com (stein(at)steinair.com)>

This doesn't sound right. Sounds to me like someone just didn't want to deal
with you (and it likely wasn't Garmin in this case). I don't know what or
how you handled yourself, but sometimes you'll get more with honey than with
vinegar - or perhaps the person you spoke with perhaps was slightly
mis-informed.

To be blunt, the lenses should be readily available (at least they were last
time we got some). I'm sorry they aren't a $4 piece of plexi (there is some
fancy schmancy coatings on them and such), but the GTX lens is around $26
and I think the SL lens around $65.

My recommendation would be to calm down a bit, sit back and take a breath
before indicting Garmin in their entirety based on a conversation with one
person.

Not defending anyone or indicting or flaming anyone, but your experience
just sounds like we don't have the "whole story".....might I humbly suggest
that before blasting this to every list you manage that you perhaps speak to
someone else first (or maybe even Garmin directly)?

Cheers,
Stein



--


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