Lindi H

Paid on Time, Sent Back Anyway. Garmin takes no ownership of the process

I’m disappointed by Garmin South Africa’s handling of my repair and the clear breakdown in internal process and communication. My watch was sent in on 26 November 2025. After receiving no updates for weeks, I followed up and only then received a quote by email on 20 January, despite the quote being dated 2 December. The invoice states a 14-day validity period, and I paid within 6 days of actually receiving the quote, sending proof of payment on 26 January to the debtors email address I was instructed to use. There was no acknowledgement of receipt — not even an automated response. After following up again on 1 February, I was informed on 4 February that my watch had already been returned, without tracking information, because the order had “expired,” and that I would need to restart the process entirely. At no point was I notified that the watch was about to be sent back, and it is currently still in transit. My case has been handled by multiple staff members, and I am now receiving communication from an unnamed contact, which suggests a lack of ownership and continuity. I have a full paper trail showing that payment was made correctly and on time, based on when the quote was actually received. I’m concerned not only about resolving my own case, but about how this process functions more broadly if a paid repair can lapse without customer notification or internal confirmation of payment. I would appreciate clarity on how this occurred and confirmation that the invoice already paid will be honoured, so this matter can be resolved without further escalation.