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-- My Experience with Garmin on DC20 repair. (http://forums.ukcdogs.com/showthread.php?threadid=202317)

My Experience with Garmin on DC20 repair.

My DC-20 like so many of yours stopped charging. I figured this would be a good oppertunity to work with Garmin and see just how they handle customer service and maybe share some of the things I learned with all of you.

First I called 800-800-1020 and selected #2 and they said the wait would be 30 minutes. I called back and then selected #1 and they said I should of selected #2 which I already knew, lol and they said there was a backlog of calls but would put mine next on the list. I was on the line with someone within 3 minutes.

I told them my DC-20 wasn't charging and we went through which charger was tried and are the contacts clean and they never heard of this problem before. All very friendly questions and I had the answers ready. It just aint charging. lol

He gave me two options on return.
1. I give him credit card number and he chagres me for new DC-20 which is $216.00 and ships one to me today. When they get my old DC-20 they credit my card back.
2. I send mine in and when they get it, they send new one out.

I asked who was going to pay the shipping on my old one to get to them and he said that was my responsibility but after some discussion he decided it was theirs and he is e-mailing me a pre-paid shipping label to use.

To sum this up in a nut shell I will be out of my DC-20 for 3 days and there will be no cost to me for replacement. My experience with them was good!!!!

One tip have them send you a new transmitter before you send in yours like I am doing. They will need the serial number of it which is under the back plate. So is you have yours all taped up have the tape off so you can read the bottom of it.

I had to send my handheld in a week or so ago. I "may have bumped it a little" and the screen went blank. It would power up and be lit up, just no data on it.

I called probably the same number and he told me to send it in and they'd either repair or replace it. 10 days to 2 weeks. I discussed this with him and told him I was using it almost every night and this was an inconvenience to me.

I sent my unit in and didn't think to ask for postage. In 6 days, I had a new unit in hand.

I still have this problem where I turn the collar on and the handheld and it takes FOREVER to see the collar. I don't wait that long and usually remove the collar from the list and then add it again. Even then it sometimes takes awhile to link up. Other times, I turn it on and it sees it right away. I can't figure it out and I'm about ready to call them about it.

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Originally posted by John D


I still have this problem where I turn the collar on and the handheld and it takes FOREVER to see the collar. I don't wait that long and usually remove the collar from the list and then add it again. Even then it sometimes takes awhile to link up. Other times, I turn it on and it sees it right away. I can't figure it out and I'm about ready to call them about it.

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