I needed to send in my SL-40 Radio for repair because it didn't transmit reliably on several frequencies. I thought that this was going to be a simple call to Garmin/Apollo for the RMA# per the website instructions, pay the fixed repair fee and ship the radio. But there was a catch. After several handoffs on the phone, I was connected to the Apollo rep. who informed me they won't issue a RMA# unless you are an Authorized Garmin Dealer. I mentioned that I installed the equipment in the aircraft and that I am the authorized repairman but this made no difference. I suggested that Garmin should consider changing this policy because Homebuilders are now such a large part of their aviation business. I expected a response from the Apollo Rep but all that I got was a hangup, no comment! I have heard about Garmin's difficulties with providing good Customer Service but this was my first real taste of intentional rudeness. So if you expect to get your Garmin equipment repaired, be prepared to have to seek out an Authorized Garmin Dealer, with their added expense, to send your equipment back to Garmin for you.
[ed. I'm copying and pasting some text from further down the conversation from a representative from Garmin. v/r,dr]
"Hello Jack,
My apologies for the experience you had when calling our support team, fortunately this seems to be just misinformation as we do in fact work with the experimental customers and changed this policy over two years ago so we could create RMA's for experimental market. all that has to be done is to contact our experimental phone number at 866-854-8433, once we can verify this is in fact n experimental application we will create the RMA for you and provide instructions on where to send the unit for the service.
again, my apologies for the misinformation. if you do have any further questions please don't hesitate to contact me
__________________
Trek Lawler
Supervisor, Aviation Field Service Engineering
Garmin International"
"Hello Jack,
My apologies for the experience you had when calling our support team, fortunately this seems to be just misinformation as we do in fact work with the experimental customers and changed this policy over two years ago so we could create RMA's for experimental market. all that has to be done is to contact our experimental phone number at 866-854-8433, once we can verify this is in fact n experimental application we will create the RMA for you and provide instructions on where to send the unit for the service.
again, my apologies for the misinformation. if you do have any further questions please don't hesitate to contact me
__________________
Trek Lawler
Supervisor, Aviation Field Service Engineering
Garmin International"
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