4.5 year old Garmin watch now faulty - accept refurbished replacement (£134) or try and push back?

orange-juice

Hi, 

I was inspired by an example in one of the recent MSE newsletters, where someone got their 2 year and 1 month old defective Garmin watch replaced. However, I'm wondering if I'm pushing my luck when mines is twice as old?

My Garmin smart watch was originally bought for £260.00, in January 2021. I've been wearing it most days since. I sent an email to Garmin, using a template letter from MSE outlining the faults, mentioning my consumer rights and laying out my preferred outcomes (repair or replacement).

Their generic reply contained a list of troubleshooting steps. They brought up the lapsed warranty and thus, booked in a replacement for me to sign off if I wanted to pay £134 and go ahead with a refurbished watch, as a goodwill gesture - they must get a lot of these I guess?

I came across this recent post on this board regarding the broken Rotary watch, involving a slightly more expensive and slightly newer item, and the OP has been advised to get the watch privately inspected for faults. If I was to push back for more (i.e. doubling down on a repair and/or free replacement), would I be expected to get an inspection done for my watch too? Would you say that my watch has lasted a reasonable length of time? The main fault occured about a year ago, which I've tolerated witih until now, as more issues have cropped up since - this might work against me? 

Thanks.

TadleyBaggie

Who did you purchase it from? Unless you bought it direct from Garmin, you have no consumer tights with the manufacturer.  

On-the-coast

A lot of people do purchase direct from Garmin. 

I’ve had a 2 Garmin watches that developed faults after about  2 years and got free replacements in each case from Garmin. 

The replacements are both going strong years later. 

However after 4.5 years imo a complex electronic miniature computer could be considered past the point of implied fitness for purpose, and I think a discounted refurbished unit (usually a brand new one In my experience) is a pretty good offer. 

There’s a lot less to go wrong in a quartz wristwatch than a smartwatch. 

orange-juice

TadleyBagge said:

Who did you purchase it from? Unless you bought it direct from Garmin, you have no consumer tights with the manufacturer.  

Ordered online, direct from Garmin.

born_again

How much is a new one?
After 4.5 years you have plenty of good usage out of it. 
So you are will into goodwill territory & this kind of tech has changed a lot. So a new one may be far better than a refurb of what you have now.

orange-juice

born_again said:

How much is a new one?
After 4.5 years you have plenty of good usage out of it. 
So you are will into goodwill territory & this kind of tech has changed a lot. So a new one may be far better than a refurb of what you have now.

Good point! You’ve just encouraged me to look and 2 newer versions of my watch have since came out with the latest one selling for £280. Choices choices

Exodi

I know we can be skinflints on this forum, but I think if you bought it 4.5 years and "you've been wearing it most days since", then you've got your money out of it. I don't think it's reasonable to expect them to refund it or replace it for free.

I know costs are relative but like you I use a smart watch every day (Galaxy Watch6 Classic) and I consider the prices very reasonable. I've spent far more on things I've used far less.

Personally I'd pay the money to get a new one (though of course hunt around for a bargain). If you didn't want to spend £280, there's plenty of alternatives (I'm assuming you have the vivoactive 4)

E.g.

£199 Vivioactive 5: https://www.very.co.uk/garmin-vivoactive-5-music-gps-wifi/1600932418.prd?sku=sku26865540
£131 Galaxy Watch7: www.amazon.co.uk/dp/B0DCJ2DJ37

etc

Arunmor

I think if you play hardball they will just give you the discounted value assuming 5-6 years of use, which wont be a lot probably well under £100, perhaps a bit more if you accept a voucher.  Ask them what discount they will offer on a new one.

orange-juice

Exodi said:

I know we can be skinflints on this forum, but I think if you bought it 4.5 years and "you've been wearing it most days since", then you've got your money out of it. I don't think it's reasonable to expect them to refund it or replace it for free.

I know costs are relative but like you I use a smart watch every day (Galaxy Watch6 Classic) and I consider the prices very reasonable. I've spent far more on things I've used far less.

Personally I'd pay the money to get a new one (though of course hunt around for a bargain). If you didn't want to spend £280, there's plenty of alternatives (I'm assuming you have the vivoactive 4)

E.g.

£199 Vivioactive 5: https://www.very.co.uk/garmin-vivoactive-5-music-gps-wifi/1600932418.prd?sku=sku26865540
£131 Galaxy Watch7: www.amazon.co.uk/dp/B0DCJ2DJ37

etc

Thanks for your input - definitely reconsidering my thinking based on the way you’ve spelt it out.  You’re on the money with regard to the model 👍

orange-juice

Arunmor said:

I think if you play hardball they will just give you the discounted value assuming 5-6 years of use, which wont be a lot probably well under £100, perhaps a bit more if you accept a voucher.  Ask them what discount they will offer on a new one.

Good shout. I’ll enquire about a discount. 

robatwork

This absolutely sounds like a Martin test.

He normally goes to extremes such as a penny whistle lasting 6 months, compared to a £1500 TV lasting 14 months. Obviously with the latter you have a decent case for redress from the retailer (not the manufacturer unless they have offered an extended warranty).

A £260 watch in its 5th year falls firmly in the penny whistle category. Seems like they've made you a more than fair offer