Stiff power switch on my Etrex 20

[LollyKat]

A few weeks ago I treated myself to a new Etrex 20 from Handtec. Never having used a GPS before I am still at the bottom of the learning curve . I'm beginning to get the hang of it, but have a real problem with the on-off/backlight switch. I appreciate that it needs to be stiff so that it isn't switched accidentally, but I find it really hard to use. I can feel the button move under the rubber rim move but it doesn't usually do anything.

It seems to be getting worse - today I stopped counting after twenty attempts to switch it on, and it took about the same number of press-and-holds to switch it off; I was about to remove the battery. The other buttons are fine and to turn the backlight on I zoom the map instead. But should it really be like this? I am finding it increasingly tedious. I have read lots of other grumbles about Garmins but haven't come across this, and wonder whether I need to send it back to Handtec.

On the plus side I finally managed to load OpenStreetMap,, create a track to follow on BikeHike, load it into the Etrex and follow it - yay!

[Redvee]

Handtec for some reason or another don't handle any Garmin warranty issues and send you direct to Garmin who are pretty good. Give them a call first as you'll need a returns number. 08082380000

[LollyKat]

Thanks - are you confirming then that it is faulty?

[Steveo2020]

Hi

Definitely sounds faulty to me - mine is no trouble at all to turn off or on.

Cheers

Steve

[LollyKat]

Thanks - glad to know it's not just me! I'll get on to Handtec and Garmin.

[MickTheCyclist]

Remember under the Sale of Goods Act it's Handtec's responsibility to sort this out. Dont let them tell you that you need to contact Garmin or they need to send it to Garmin. The unit is clearly faulty and as you have only had it a few weeks you are entitled to a refund or replacement from Handtec. http://www.which.co.uk/consumer-rights/regulation/sale-of-goods-act/

[LollyKat]

Many thanks for the link - I was just thinking that this ought to come under the Sale of Goods Act.

I hope they will pay the postage as prices have gone up.

[Redvee]

I hope they will pay the postage as prices have gone up.

IIRC they don't but for the price of £6.50 at the time, it is a small price to pay for a new unit.

[LollyKat]

I hope they will pay the postage as prices have gone up.

IIRC they don't but for the price of £6.50 at the time, it is a small price to pay for a new unit.

Yes of course, but as a matter of principle I shouldn't be out of pocket paying to send it back when it is not my fault that they supplied an item "not fit for purpose".

Anyway, we'll see what happens.

[MickTheCyclist]

Try this http://www.which.co.uk/consumer-rights/action/letter-to-refuse-paying-the-cost-of-returning-a-faulty-item-/

[LollyKat]

Thanks - I thought I was right that the seller should pay the postage.

However, I have had the following reply from Handtec:

When items are over the initial 28 period, we initially advise contacting the manufacturer directly, normally the item can be repaired/replaced by the manufacturer directly. You can of course send the item back to us, however as there are no repair centres here at GPSK, we would have to forward it to the manufacturer for repair on your behalf making the process somewhat longer for yourself. If you contact the manufacturer they can provide you with details on getting the item to them, normally by free collection, have it repaired and sent back to yourself usually within five to ten working days. Also i would advise contacting Garmin in all cases just to ensure the return cannot be prevented as very often they may be able to solve the problem over the phone, please see the contact number below for Garmin and please contact us if you have any further queries regarding this. Kind regards. Garmin UK: 08082380000

I received the Etrex on 1 March so I am just over the arbitrary 28 day period . I haven't had much chance to play with it and at first I thought I must be doing something stupid, hence the delay. Anyway, I'll give Garmin a call in the morning and see what they say.

[MickTheCyclist]

This is a fairly standard reply where they try to fob you off without actually contradicting the Sale of Goods Act.
This 28 days is a general guideline and they have no more right to impose it than you have to ignore it. The Act only states 'a reasonable time'.
I have returned electronic items to retailers after 9 months and got a replacement. I simply told them I didn't think it was reasonable to expect the item to only last 9 months.

If you are happy dealing direct with Garmin that's fine but if it was me I wouldn't accept a repaired item, I would want a new replacement.
If it was me I would write to Handtec again and simply say that 1) It is their responsibility under SOGA 2) 28 days has no legal standing and you don't think its reasonable for the unit to fail after only 5 weeks and 3) you are rejecting the item as faulty under the terms of SOGA and therefore want a replacement not a repair. But maybe wait to see what Garmin say as they might provide a simple solution you are happy with.

[RickH]

Dealing with who you bought it from may be the "proper" route but in circumstances like this where the manufacturer is responsive (and willing to take responsibility, even if they are not first line legally responsible - they at least should know how the thing should work) probably ensures you get satisfaction quicker. Otherwise you send it back to where you got it from & they (because they are simply a warehouse) then send it on to Garmin, Garmin then does whatever (repair/replace) & sends it back to where you bought it, who then eventually sends it back to you. All that seems to do is introduce an extra period of delay, possibly a week or more. This sort of arrangement seems to be becoming increasingly common with "techie" stuff.

Rick.

[LollyKat]

Mick - thanks a lot for your advice. Obviously I would prefer a replacement to a repair. However the Etrex 20 is showing as "out of stock - due in soon", which could mean anything. I'm not in any particular hurry, though.

I'll call Garmin tomorrow anyway but am inclined to have another go at Handtec - it really annoys me when shops try and wriggle out of their responsibilities.

Will keep you posted .

Edit: Rick - my post crossed with yours. This arrangement may be becoming more common but strictly speaking, under the SoGA they should replace the unit straight away and then deal with Garmin afterwards - it should be their (Handtec's) problem, not mine.

[LollyKat]

Update:

I called Garmin today who confirmed that my Etrex was faulty. The girl on the phone said they don't do repairs but would replace it. The turn-around would be about 10 days, but I would have to pay the postage.

So I have emailed Handtec along the lines of Mick's guide asking them to replace at their expense and from their own stock. The turn-around should be about the same (or would be if Ht had them in stock) and after 50 years of only using paper maps I'm not bothered by a few days' delay.