Wednesday, September 21, 2011

Garmin Sets the Bar for Customer Service

I want to send a shout out to Garmin customer service.  Twice now, I've had an issue with my Forerunner 310xt.  Twice now, I've called customer service.  And twice, I've looked back at the decision to use a Garmin training device and been thoroughly pleased with it.  Fortunately, the unit is still under warranty, so the issues are covered.

Devices break.  That's the nature of sports, especially triathlon. Endurance athletes play hard, and expect that our toys will last.  Well, the reality is, we outlast the devices we use.  We beat them up in use, put them away wrong, and expect that they'll keep working.  Since the technology is computer based, you need to have at least a Doctorate in working and caring for gps devices, mp3 players, phones and their apps, and have the ability to know all about the newest gadget within two days of its release date.  DC Rainmaker can help you with education you need to keep up!  But, I digress.  We need a company that keeps up with our rock star attitudes and diva behavior, and gets us back out training yesterday!  Enter Garmin.

The first problem I had was a heart rate monitor strap that reported a heart rate of 220ish.  Ummmmmm.  I don't think so. I wasn't running THAT hard. Google the problem.  Trouble shoot on my own.  Call customer service.  Trouble shoot again with people who know what they're doing.  Didn't solve the problem.  Part ordered.  Be there in a week.  Showed up in three days.  Problem resolved as soon as I paired the new strap.  Done.  I was so pleased with the service that I called back to talk to a supervisor and let them know how happy I was.

Last night the wrist strap broke.  It might have something to do with the 9-10 hours a week of training and racing I've been doing.  Maybe.  Wasn't really sure what to expect this time.  But when a company takes the time to walk through potential (temporary) solutions in order to keep you swim/bike/running, while the needed part gets ordered.  THAT is customer service.  I've easily spoken to more than a half dozen Garmin representatives total, and the service has been equally as good with each person.

Garmin, I'm impressed.  Kudos to you for your quality customer service team.

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