Props for Garmin Descent Mk2i

[ACHiPo]

Just posting a positive customer support experience with Garmin. I had a leaking/corroded AI (probably my fault) and Garmin replaced it quickly.

More details:
I bought a Garmin Descent Mk2i about 3 years ago. I've been generally happy with it. I took the battery out of the AI two years ago as I knew I wouldn't be diving for a while. I put it back in before I checked out in a pool a few days before a dive trip in May. When I packed up after saltwater diving a week later, the AI was warm. I opened it up to find the battery corroded. I'd brought 2 spare batteries with me, so no big deal. The o-rings looked ok. I didn't have any silicone grease with me, nor did the resort "dive shop". I was getting on a boat for a week cruise that afternoon--the boat had silicone grease so I lubed up the o-rings well.

I made 7 dives with no issues. After my 7th dive, I got a low battery alarm. I replaced the battery with my last spare. Getting ready for my 9th dive the battery was dead, so I swapped to a SPG and finished the trip. Evidently there was still enough salt in the battery compartment to short out the battery.

When I got home I contacted Garmin customer service not expecting much--I was already shopping for a replacement AI. After a couple emails including pics of the corrosion, the offered to send me a free replacement. This was a pleasant turn of events! They also sent me a spare lid and o-rings, so I will be better prepared in the future if I have a leak again. I also bought a tube of Krytox for my save-a-dive kit as well so should be set.

Just thought others might be interested in what I view as good customer support from Garmin.

 

[SKS22]

Garmin's customer service is outstanding. There are legit gripes to be made about high prices, the early shift of F7/Epix Gen 2 to sustainment (which impacts the Mk3s because that's all their non-diving stuff) and the increasing move toward subscriptions, but the customer service is great.

This was a while ago, so I might mess up a detail here and there: I had a T1, bought new on Garmin's website, that burned battery. Maybe 8 dives per quality battery even though it was disconnected in the watch between dives. After the third battery (each different brands but all high end), I complained. Garmin sent me a replacement T1 that I think might have been refurbished. It wouldn't accept updates. By then I was annoyed because I felt that they were wasting my time sending me shoddy junk (attempting updates on the T1 takes time). I politely said so. They agreed and sent a brand new T2 that works great.

The experience wasn't perfect, but compared to how most companies treat their customers, I think Garmin's service is exemplary.