Garmin Navigator VI – Known “Ghosting” Defect, Poor Support and Lack of Resolution

Title: Garmin Navigator VI – Known “Ghosting” Defect, Poor Support and Lack of Resolution Complaint: I would like to raise a formal complaint regarding my experience with Garmin Southern Africa relating to a BMW Motorrad Navigator VI device. From August 2025, I reported a persistent and well-documented defect on the Navigator VI known as “ghosting,” where the screen operates on its own—changing functions, shaking, and behaving as if it is being touched without any input. This makes the device unreliable and unsafe to use while riding. [BMW Motorr...vigator VI | Outlook] I highlighted at the time that:

The issue occurs even in dry conditions and worsens over time [BMW Motorr...vigator VI | Outlook] This defect is widely reported by other users Garmin is aware of the problem and has previously addressed it in some cases

Since then, I have also purchased another motorcycle which, coincidentally, was fitted with the same Navigator VI model. I am now observing the same “ghosting” behaviour starting to develop on this unit as well, which further supports that this is a recurring defect rather than an isolated case. Despite this, I experienced the following: 1. Delayed and inconsistent communication After sending my device in for assessment, I had to repeatedly follow up to get updates, with long periods receiving no response at all. [Re: << Ref...der 174274 | Outlook] 2. No meaningful support for a known defect Although Garmin representatives acknowledged that newer models have been updated to address the ghosting issue, I was not offered a fair resolution for my faulty unit. [Re: << Ref...der 174274 | Outlook] 3. Replacement offered at full cost despite defect Instead of acknowledging this as a manufacturing or design flaw, I was simply issued with a quotation for a replacement unit at significant cost, despite the issue being widely known and not due to misuse. [Re: << Ref...der 174274 | Outlook] 4. Failure to return my property despite multiple requests In addition, I have made repeated requests for my faulty unit to be returned to me, which remain outstanding. This has further compounded the frustration and raises serious concerns around customer care and accountability. [Fw: << Ref...4 DECLINED | Outlook] 5. Ongoing frustration and unresolved matter Even after escalating the matter, I have continued to struggle to get feedback or closure, with repeated follow-ups being required. [Fw: << Ref...4 DECLINED | Outlook] From a customer perspective, this is extremely disappointing. In my own professional experience within a multinational manufacturing environment, defects arising from design issues are not treated as standard out-of-warranty cases but handled with accountability and customer consideration. Garmin’s approach in this instance does not align with that standard. In summary:

A known defect has not been adequately supported Communication has been poor My device has not been returned despite repeated requests A second unit is now showing the same defect, reinforcing this as a systemic issue A fair and reasonable resolution has not been provided

What I am seeking:

Immediate return of my device A fair resolution in line with a known manufacturing defect Either repair or replacement without full cost burden on the customer Improved accountability and customer engagement from Garmin

I hope Garmin will reconsider its position and resolve this matter appropriately.