Disappointment with support/ service/replacement of a faulty garmin watch

Urgent Resolution Required – Upgrade of Garmin Vivoactive 4 Order number 143644

Dear Garmin South Africa,

I am writing to express my deep disappointment with the service I have received regarding my Garmin Vivoactive 4, which I purchased from Sportsman’s Warehouse V&A (Cape Town) at the end of November 2023.

In November 2024, I returned the watch to Sportsman’s Warehouse as it was not working. I was advised that it would be faster to send it directly to Garmin at 11 Cradock Ave, Rosebank, along with the required Garmin RMA documentation. Following this advice, I couriered my watch to Garmin in early January 2025

However, I only received a response on 6 February 2025, (Order number 143644) informing me that my unit could be replaced with an upgraded Vivoactive 5, but only in Navy, and that I would need to pay an additional R1000. While I am willing to pay the upgrade fee, I do not want the device in Navy.

I contacted Sportsman’s Warehouse who confirmed that they could not facilitate a colour swap and that Garmin could only deliver to my home address. Meanwhile, I have been without my watch for over six weeks, and my attempts to reach Garmin for a resolution have gone unanswered.

I am aware that Sportsman’s Warehouse and other retailers have the Vivoactive 5 available in Ivory/Gold. Given the prolonged delay and lack of communication, I kindly request that Garmin arrange for my upgrade to be in the Ivory/Gold option and provide instructions on how I can proceed with the payment of R1000 as soon as possible.

Please treat this matter with urgency and provide a resolution at your earliest convenience. I look forward to your prompt response.

Best regards, Samantha Davis