Wednesday, December 20, 2006

What's this? Top noch customer service? In 2006?

Well my plane is finally fixed and flying again. I flew it for the first time this week since August (!!!!) and everything is working fine. Thanks to the patience of Ames, I was able to fly it two days this week before Christmas sets in, and while the weather was good.

My GPS has had a couple issues. First, the very first time I removed the power cord from the unit, the tip stayed in and the wires came out. Luckily, it came with two cords (one for the car) and I've been using the second. However, it's starting to come apart as well.

Secondly, and more concerning, the battery pack has stopped charging. This means that as soon as power is disconnected, the unit goes dead. One of the real benefits of this unit (in my opinion) is that in the event of an electrical failure, you still have navigation thanks to the battery. In fact, it even has a simulated instrument panel so you still have some instrumentation if you have an electrical and/or vacuum failure.

Anyway, all that is for naught if the battery doens't work. This morning I called Garmin, and after puching "5" for aviation equipment, someone answered the phone in one ring. I told them that I bought the unit about a year ago (I got it last December), and described the battery and cable issues. Lo and behold, they guy took my address and is shipping me a new battery and cable, no questions asked. He asked what version of the software I had on the unit, but since I left the unit in the plane, I don't even know.

So how about that. In an age where you can't even return Christmas presents to Target and get your money back, Garmin is shipping me replacement parts for a year-old unit without so much as a proof of purchase, and I was on and off the phone in 5 minutes. Amazing! Go Garmin!


Dana said...

Good for them! Finally, some people who know what they're doing!

Linda said...

Glad your plane is back in safe working order - AND you have great connections with the support staff! :)

"The" Bucia said...

I am SO IMPRESSED that someone actually ANSWERED the phone.