Originally Posted by John Kennett
Chris Northmore from SM Group has contacted me with their side of the story:
The unit was sent to us by Water Craft Services on 19/05/06 the only
items sent were the main unit and the sun cover, NO power lead (which
incorporates the fuse). Our records are kept for six years and so we
have documentary support for our statements.
The fault described by the customer was "On/Off switch stays on, only
when button is held in". We confirmed the fault and attempted a cleaning
repair which at the time was not successful. As we live in a disposable
society we could only quote for a service exchange unit. All faulty
exchange units are returned to Garmin. It maybe that our attempted
repair actually worked in the end or that the unit has got an
intermittent fault. The corroded fuse in the cable could have happened
at any time over the last two and a quarter years and is irrelevant.
We have been in business for over 35 years and we are a company that
puts customer service first. We are an MOD contractor and as such our
service standards are very high using only qualified, trained and
experienced engineers. Has anyone ever heard of a company refunding a
service charge after two and a quarter years! We did it as a gesture of
If Mr.Northmore is keen to protect the public image of his 35yo company. Perhaps he should start with his ''qualified,trained and experienced" engineer that was rude, argumentative and downright aggressive in his manner on the telephone.
A power supply fault would manifest itself as an On/Off switch issue initially. ''Maybe'' his companies ''attempts'' did cure the fault and ''Maybe'' they didn't. Perhaps, the switch wasn't faulty at all.
It'll be interesting to see how the mystery switch fares two and a quarter years later with the new owner now that the 'irrelevant' fuse holder has been replaced.
As for his "gesture"? He can keep his £10 and invest it in customer service training for his "qualified, trained and experienced engineer"