“Heart Rate Monitors USA” (HRM USA) — Outstanding Customer Support On Garmin Devices.
I got my Garmin Vivoactive 3 (Gunmetal) from “Heart Rate Monitors USA” in mid-November, 2017. As those who follow this blog know I, as both an Amazon Prime Member of longstanding & an Amazon shareholder, try not to buy anything other than from “Amazon Fulfillment“. But, Amazon could not get me the ‘3’ in Gunmetal till November 20 (though I had pre-ordered it) and HRM USA had a few already in stock and could get it to me on November 16. I was hesitant. But, I had already waited over a month for this.
I called HRM USA. Spoke to a lady named ‘Amy‘. She assured me that I cannot go wrong with HRM USA. So, I took a chance with them. AND THEY HAVE NOT LET ME DOWN. They have actually been pretty amazing. Brilliant. A credit to Customer Service. Exemplary. So many could learn from them. Garmin should be very proud of them.
As I have chronicled here, my Vivoactive 3 died 15-days after I got it. It appears that there may be an inherent hardware problem. I was crushed and dismayed. I was again going to be without a tracker on my wrist.
I called up HRM USA, on a Friday afternoon, in a panic. I got ‘Jackie’. She was very, very good. She immediately knew what to do. Said she will e-mail me a UPS return then and there. And she did. And, furthermore, she stayed on the line till I got it. I was impressed. This was good. I managed to get the return to UPS that evening.
UPS delivered it to HRM USA in Pennsylvania on Tuesday. I called to make sure. Spoke to both ‘Jakie‘ and ‘Katie N.‘ They were both so nice and kind. Assured me that they will ship me a new one, in Gunmetal, that day itself.
They did. Kudos. Bravo etc. I was so happy.
Then UPS screwed up. I was supposed to get it Thursday. They did not deliver. On Friday they said they would deliver on MONDAY! I was NOT happy.
I called and spoke with ‘Katie’. Asked her whether she could prod UPS for a (rare) Saturday delivery. She told me she would try and I knew she would.
UPS delivered it on Saturday! It is the season of MIRACLES!
I was so happy and grateful.
Brand new unit. No games. And for the icing on the cake this ‘3’ (albeit with newer firmware) paired with my Asus Android 7.0 tablet first time. Another miracle.
It is such a delight to deal with folks like ‘Jackie’ and ‘Katie N.’ I used to be a Customer Support Manager for both ITT and Northern Telecom — in the UK. So, I do know a bit about the art and science of making customers feel good. Well HRM USA sure can teach so many.
I am happy.
Thank YOU, Heart Rate Monitors USA.