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Garmin

Customer Service Ratings and Comments

Garmin is ranked #74 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 51.67 out of a possible 200. This score rates Garmin customer service and customer support as Disappointing.

NEGATIVE Comments

30 Negative Comments out of 36 Total Comments is 83.33%.

POSITIVE Comments

6 Positive Comments out of 36 Total Comments is 16.67%.

Issue Resolution

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Disappointing Overall Customer Service Rating
  • Submit your comment >>
  • Has anyone reached Garmin without holding for over 35 minutes this year? This was a big problem last year, and I sincerely thought Garmin management would roll out a quick fix to resolve this exteremely long hold time. Garmin, by far, has a hefty price tag but we pay that expecting a quality product that will work, and can be quickly serviced. NOT ANYMORE! I'm quickly exchanging my unit for a TOMTOM right away!

    cmenow 2/21/10 12:18PM

  • only the most negative comments here describe garmins cust service with justice do they believe only they can make a gps?

    rico 2/18/10 11:14AM

  • The bottome line is if you need customer support from Garmin it's not good. You WILL be subjected to long hold times. You WILL NOT get the answer to your question/issue the first time. Tech support supervisors will not call you back. So you end up with an expensive paper weight.
    Buy cheap, when it breaks, throw it away. It will save you time and aggravation.

    Anonymous 2/3/10 12:40PM

  • Before I buy one of your auto GPS units, I want to ask simple technical question to a HUMAN (Your product descriptions are inadequate), but your phone service has me on hold and tells me I will have to wait 35 minutes. Do you want to sell me your product or not????

    Richard 2/2/10 5:19PM

  • what a pain! I need the garmin for my work (para-transit driver), and have had so many problems I've bought a second one to cover all the times my first one has been sent in for repair. I've exchanged the unit 4 times - the first unit would intermittently not acquire satellites even on the open freeway, the second unit they sent me would not acquire satellites at all, third unit after a week of use simply locked up, forth unit sometimes gives very wrong directions. Twice they told me to update the software on this 4th garmin to solve this problem. Each time the download took over 12 hours with DSL to my pc. Now there is no longer enough room on my pc and their solution is to go use someone else's pc. I rate their product poor and their service, especially their update service (which you must pay to subscribe to) as very poor.

    pro-driver 1/26/10 2:02PM

  • garmin support service sucks. Never could get any reply after numerous email to support service.

    wyl 1/6/10 12:08PM

  • To say that I am disappointed and upset would be an understatement. I purchased the map upgrade online and was unable to download it to my computer due to the size of the file. I called in and spoke with someone on December 16th who mailed me a DVD with the update. I installed the update on a business trip and the update locked my maps. On 28th, after spending 35 min on hold, while in a clients office, I spoke with someone who put me on hold for a software technician. I waited another 35 mins and was finally connected with someone. He stated that the disk that was sent to me was an the wrong disk and that was why my GPS was locked. He uninstalled the disk & told me to reinstall from the website. I have done that to no avail my maps are still locked. I contacted customer support today, December 31st, waited 55 minutes to speak with someone and the gentleman HUNG UP ON ME!!!! I am now on hold again. This is the poorest customer service I have ever experienced. I need my GPS fixed, I want my money back for the frustration of this update. And I most definitely want to speak with a supervisor. This is a sad, frustrating, horrible way to spend the day.

    kbatl 12/31/09 1:06PM

  • I recently purchased a Garmin Nuvi255W that included a free map update. Trouble is the update is done on-line and even with a high speed DSL connection it takes over 12 hours to download 2.1GB of data.Needless to say the data file was corrupt and after 12 hours would not load so I am back to the beginning. Telephoning Garmin was a total waste of time as I was put on hold for well over 2 hours before giving up. This company has no concept of customer service and an amazingly stupid product update philosophy.

    simmocj 12/30/09 2:24PM

  • waiting 30 minutes to discuss a POS 855 that locks up,,freezes...is not a good way to handle business.

    ** 12/29/09 8:43AM

  • 4 months after purchasing a very expensive 885T, Garmin and Microsoft decided to terminate Microsoft Direct services at the end of December, 2010. This service (and voice activation) were the two major reasons that I purchased an 885T. Trying to contact support and asking either for a refund or a replacement unit that would do what the 885T was advertised to do (but won't after 12/31/10) was an exercise in futility, leading to an offical complaint to the Attorney General in CT and to the BBB. Garmin's response was: "Thank you for your follow-up email. I have shared your concerns with our Legal Department. Someone will get back to you regarding your concerns in the near future." I'm still waiting.

    Disappointed 12/8/09 3:17PM

  • 4 months after purchasing a very expensive 885T, Garmin and Microsoft decided to terminate Microsoft Direct services at the end of December, 2010. This service (and voice activation) were the two major reasons that I purchased an 885T. Trying to contact support and asking either for a refund or a replacement unit that would do what the 885T was advertised to do (but won't after 12/31/10) was an exercise in futility, leading to an offical complaint to the Attorney General in CT and to the BBB. Garmin's response was: "Thank you for your follow-up email. I have shared your concerns with our Legal Department. Someone will get back to you regarding your concerns in the near future." I'm still waiting.

    Disappointed 12/8/09 3:11PM

  • From 2009-10 through 2009-11

    Unable to get through via telephone (numerous attempts, sometimes on hold for 30+ minutes before giving up).

    Written contact request made via Garmin's website never even acknowledged, let alone responded to.

    VERY disappointed in the current state of Garmin's customer service!

    siedkick 11/24/09 3:53PM

  • Called three times, and got three different solutions to my problems. I waited over 30 minutes during each call to get through to a Support Rep. #1 rude #2 in a hurry to get off the phone and #3 incompetent. Now, after trying all three suggestions, my Garmin is still not working. HIRE MORE AGENTS! You'd think the #1 selling GPS distributor in the world would have enough support to go around.

    c090708 9/29/09 12:51PM

  • Purchased a new Garmin Nuvi 255. Called Customer Service, was placed on hold for 28 minutes. I was then transferred to Software who hung up on me.

    Al 9/19/09 4:26AM

  • Customer service is extremely poor. I tried calling on 5 separate occassions. Each time the wait was 30 to 35 minutes. I could not stay on the line that long and gave up. I finally contacted product support via email. I purchased their Mexico maps for a one time trip to that country. The maps were downloaded onto my Nuvi 755 device. The maps did not work. Mexico did not even appear as a country option on the device, which we discovered after we were in Mexico. Because of the defective map program, our travel in Mexico was very difficult. When I asked product support to process a charge card credit for the defective maps they said it was not their policy. They would help to get the maps working. I needed the maps when I was in Mexico and have no plans to visit that country again. The maps are worthless to me. They cannot seem to comprehend the concept that if you purchase Mexico maps for a vacation trip, you need the maps when you are Mexico.

    Anonymous 8/11/09 11:14AM

  • New Nuvi 75x unit. Came with defective traffic/power receiver. After much troubleshooting on my part, I was able to identify the problem.

    Send part in, receive a different physical part. It works, but is NOT the same item which was sent in. They keep telling me how much the replaced part is and that this is the wrong part was shipped in the original unit.

    Except the part I sent in, lists for a $100 more and is described exactly in the documentation.

    Garmin continues to refuse to look into the matter and simply tells me that if it works - what's my problem ?

    Anonymous 8/5/09 11:11AM

  • I am very disappointed in thier costomer service. They were suppose to ship my order DHL however they handed it off to the usps which claimed they could not deliver ist to my address. This was not what I paid for I paud for DHL not the postal servise. No one called to verify address or anything. Then when I called about it they said it wasn't thier fault but usps. However not once did anyone find it important to call the customer and try to correct the problem. I will never order anything from this company again.

    dell 7/25/09 8:44AM

  • Both times I've ordered from them online, my order has taken twice the promised time. This time, something was backordered and I didn't find out till I inquired a week after it was due. It's now four weeks and nothing. Tried to call customer service and got the same wait time everyone else got. People we need a groundswell...

    I started a Facebook group to publicize the issue. The way I look at it is if Garmin can spend millions of dollars to support a Tour de France team, they can support their customers.

    JOIN MY GROUP!!!!
    http://www.facebook.com/lapapworth?ref=name#/group.php?gid=103112229235&ref=mf

    queenbee 7/17/09 9:39AM

  • Plese believe that this is the worse costumer service that can possibly exist, I think that the costmer already pay enough for the units to not get no kind of assistant once or ever my waiting time was 40 minutes I had a funeral to attent and couldnt do to my Garmin Gps not working. I was going to purchase maybe 100 gps's for my business, no thank you I will go also where.

    mo 7/15/09 10:07AM

  • Customer Support is the WORST. 35 Minute wait time at all hours of the day - morning - afternoon - does not matter. All retailers need to stop selling this product line so their management wakes up and they get more professional.

    Electroboy 7/1/09 1:28PM

  • I can not believe their lack of customer service. In the past I had great service and now I am on hold for 2 hours and 20 minutes. I called the main line on my cell phone and was told that they have laid off too many people and she was not surprised that the hold is this long. I have a critical trip for which I need a GPS. I have no option but up dump this one and select another company's unit!

    rcigar 6/25/09 8:52AM

  • Updating to 2010 maps was a 4 day agonizing process punctuated by 4 phone calls with over 2.5 hours of total hold time. Definetly NOT user friendly.

    Anon 6/18/09 9:09AM

  • Last weekend my wife gave me a Garmin eTrex Legend HCx for our anniversary. To get the GPS software and the maps going should be fun, simple, and easy. Instead it seems to be designed by a person that recently has been fired from homeland security and never has worked for a real company.

    I am used to my no-brand car GPS in South Africa, and my Nokia build in GPS which are both ‘plug and play’ and by the way appear to have more detail than your city maps for South Africa.

    I tried to unlock my Topo Czech 2 map and now I am 4 hours further with no result as the 7 digit registration code was NOT ENCLOSED in the box.

    In summary:

    The local Czech outdoor ‘Rock Point’ retailer could/did not explain, so you should not let them sell your product.
    I have wasted time and have become very disappointed with a brand that I ‘looked up to’
    Your web site takes me round and round, never allowing to ask a question per e-mail at a person directly – no Czech support address.
    You need to type in 6 different codes: Unit ID, map code, copy a security code, serial number and 7 digit registration number, plus a unlock website address to obtain the 25 digit code, this for three maps …. Where is the logic here?

    In the age where it takes 5 minutes to get your new apple iPod ready to play, this experience frankly has been bizarre. I never will buy a Garmin again and feel tempted to past this message on the relevant blogs as it concerns a real and valid non-customer centric experience.


    Your on-boarding process for your product should be FUN, not being guided as ‘half a criminal’ through a sequence that appears to be designed by a nerdy IT person to make even more nerdy IT persons happy. Alternatively Garmin is so greedy and so afraid that its map will be pirated that they forgotten about their customers wanting simplicity and ease of use.



    ceesfaber 6/16/09 2:11PM

  • To try and get hold of somebody from garmin or try and email somebody about a problem is a joke i have 3 garmin sat navs and not one of them is working properly and to try to get help from garmin wether by phone or e mail is a nightmare i have sent 3 emails to differant depts and not one reply have i had back so now i am stuck with sat navs i cant trust or rely on.If any body does recive this and they can put me in touch with somebody who can help i would be most grateful but im not holding my breath.Thank you yours sincerely,Mr j s brewster.

    maxewl 6/16/09 1:19PM

  • GARMIN IS THE WORST OF THE WORST. CALLED TECH SUPORT. WAS ON HOLD FOR 40 MINUTES. FINALLY GOT SOMEONE, AND THEY TRASFERED ME, AND EXPECTED ME TO HOLD FOR ANOTHER 35 MINUTES. I'M HANGING UP AND TAKING MY NUVI 885 BACK. I'LL BUY SOMETHING ELSE. NO ONE SHOULD HAVE TO GO THROUGH THIS. AS A GARMIN CUSTOMER I FEEL COMPLETELY UNDER VALUED. MICHAEL J.

    MICHRAMMAY 6/16/09 10:50AM

  • 30 to 40 minute wait to talk to a support someone indicates you don't have enough "support' for your product. Maybe other gps products have better support?

    Anonymous 6/3/09 10:24AM

  • Every time I've called for customer support I get a message that the wait time is 15 to 25 minutes... so I hung up. Try again today and the wait is now 30 to 40 minutes.... I like their units but customer support wait time SUCKZ.

    w2ge 6/1/09 7:29AM

  • Hello I have been on the phone for more than an hour . Terrible could not get anybody on the phone tried again still no answer please somebody help me I need a few answered questions.I would like to sell your gps for dogs in Italy. How can I do that?. Who do I have to contact . Thank you.

    Anonymous 5/26/09 4:26PM

  • Bad product..terrible customer service DO NOT BUY A GARMIN..RUN WHILE U STILL CAN

    Anonymous 4/18/09 3:48PM

  • I would NOT recomend to purchase Garlmin GPS because of their really poor customer support. I purchased the lifetime update for my Garmin 760 but I was not able to dowload on my GPS the up to date version and Garmin never answer to me how I shall proceed aftyer having paid the up to date version. DO NOT PURCHASE GARMIN I'll have to go to COURT to obtain reparation. Be really carefull ! with them. If not you will regret it as I am.

    BAD BAD BAD customer support 4/3/09 3:10PM

  • Submit your comment >>
  • My Forerunner 50 went haywire after 9 months, so got in touch with Garmin cusomer services Europe. They asked me to send the watch back (I did have a receipt but not required and within a few days had a brand new replacement. Brilliant service!!!!!!!
    Makes a refreshing change, well done Garmin.

    Clarke0902 2/26/10 1:27PM

  • Today I posted a negative comment regarding trying to get help upgrading the map system on my GPS. On line help told me it would cost $18 for the help. I TALKED with a cust. serv. rep. who was most helpful. I appologize for my remarks (which have been removed!) I couldn't be more pleased with the quick and effective help I got.

    Anonymous 2/4/10 5:17PM

  • I have 2 different Garmin units and each has needed some type of service over the past couple of years. A plug kept falling out of a socket on 1 and I accidentally cracked the screen on the other. Garmin was the epitome of outstanding customer service. Phone calls were REASONABLY promptly answered and emails were turned around in less than 24 hours. People are polite when you are polite and people are responsive when your request is reasonable. These guys are the training template for excellent customer service; they have rules but they are human when you treat them with the respect you want.

    silvermart 9/7/09 9:40AM

  • Always had good experience - I call early because any tech support operation has peak periods. Otherwise I have always had good service.

    FG 8/6/09 6:25AM

  • I would like to highly -no, make that very highly - recommend the Customer Service at Garmin. They went way above and beyond for me gracefully and seemingly as a matter of policy.

    Anonymous 8/5/09 4:15PM

  • I a couple of months ago purchased a Garmin nuvi c330 street pilot (referbished) for my girlfriend at that time, and she loves it,and has No trouble at all with its operations! I liked it sooo much that I have since ordered one for myself, and it also is awesome in its operation! I took back a Tom Tom One because after some time its speaker quit!! I would recamend the referbed c330 from Garmin purchased from CircutCity online only!for 99$ Can't beat it!it comes with everything= the interface cord for updates on your computer, the driver disc, and a minimized booklet! However you WILL need to go to tech support to get the download for the web updater!! I AM VERY PLEASED! AND I WILL RETURN FOR MORE!!

    Comfortmaker 10/29/08 10:04PM



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