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Service Options - Out of Warranty Garmin Auto Pilot

Old 01-27-2016, 05:24 AM
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Default Service Options - Out of Warranty Garmin Auto Pilot

Any assistance/information/leads would be greatly appreciated,

I have an out of warranty, by about ten or so weeks, Garmin autopilot that appears to have a hydraulic pump leak. I am trying to negotiate with Garmin now, but don't have a good feeling that they will warranty the pump, and advised that out of warranty service would be a 'pre-paid flat rate $2,000.00 service', regardless of what the issue is.

The unit is their Smart Pump, and I discovered the issue after just closing the deal on this boat and finding heavy fluid on top of my batteries in the battery compartment while installing a new Garmin radar. Traced the source of the fluid back to the base of the pump housing. Talked with original installer who was highly doubtful that it was the pump, to verify that it wasn't a leak at a fitting or hose going into the unit. Cleaned several times and re-inspected using clean Q-tips around each and every fitting/hose. No oil, no residue, none. Residue still pooling at base of pump housing.

Long intro into my next question, anyone experience similar situation? Anyone know of an alternative service outlet for a Garmin Smart Pump? Probably a $2.00 seal, but am getting worried that I am about to get shafted. Oh, by the way, boat has a whopping total of 60 hours so very, very, very little use. Can tell from the quantity of fluid on batteries and in battery tray that it has obviously been leaking for a LONG time...

Any/all suggestions will be tremendously appreciated.
Thank you,

Michael D.
Old 01-27-2016, 06:08 AM
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the DIY'r in me would have to try and fix it . no warranty (cant be voided)
Leave it all plumbed up , but unmount the pump & slide some cardboard underneath . check it in a few hours to maybe pinpoint if it infact is the manifold or a total pump failure. BTW the manifold has shutoff screws to isolate the pump for removal & maintenance. like you said it probably is just a cheap O-ring ( replace them all)
Old 01-27-2016, 06:11 AM
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If the warranty is over then it is over. They can't warranty what is not under warranty. If it were me I would cease all talk of them "warrantying" the part. Which they can't because there is no more warranty.

What you need to do is ask the right question. Petition Garmin for good will support. Be nice. You will catch more flies with honey than you will with vinegar. If they decline to offer you any more than what they are offering you, you will not "get shafted". It is nothing personal. It is just a business decision.

In the mean time lets hope someone comes along with a procedure to install a $2.00 O ring that will solve your problem. Or, look around your area for a hydraulics shop. Remove the pump and take it to someone that is familiar with pumps. They might be able repair it, even while you wait. Unless the "smart" pump has integrated electronics embedded in it a pump is a pump.

Good luck.
Old 01-27-2016, 06:31 AM
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I too agree with the DIY, and if Garmin won't cover it then I will solicit them for a schematic and parts if they will work with me. The Technician that I am negotiating with seems very decent, and I am hopeful that if they can't do anything that he can at least do the schematic and seal kit. Saw the cutoff valves on the side, and will detach from mount and put cardboard underneath to isolate source. Just hoping that someone on THT has experienced something like this and may have a positive solution. Seriously seems like it will be a seal kit or something, but don't know the guts of this thing. The electronics/brain side of the unit is on the opposite end, so I feel reasonably confident it is where the brushless motor intersects with the hydraulic housing, which leads me to believe it is a seal issue. Will certainly entertain hydraulics shop, but want to exercise due diligence with Garmin and search for someone who has been down this road already before I go that route. Greatly appreciate the suggestions!

Michael D.
Old 01-27-2016, 06:55 AM
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Who was the unit purchased from. I suggest getting them involved and having them contact the rep. This may help you and I hope it does.
Old 01-27-2016, 07:09 AM
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Cannons Marine in Sarasota did the sale/install on the boat two years ago, excuse me, two years and three months ago according to them (2 year warranty period according to Garmin). Just closed the deal on the boat on December 02, and took possession on December 17, discovered leak about a week later and talked with Cannons then. I sent serial numbers etc. to Garmin service technician to confirm sale/install date and am awaiting a response now about the possibility, remote as it may be, of warranty service as it is very close on the time issue. Results pending....

Thanks,
md
Old 01-27-2016, 07:34 AM
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There is purchase date and install date. And that difference is the world sometimes. Please let us. know if there is anything at all that we may be able to do to help
Old 01-27-2016, 07:41 AM
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Thank you Brian, hope to have all the dates today sometime and will proceed accordingly. Are you aware of any service options other than Garmin in the likely event that I am on my own with this one?

Thanks,
md
Old 01-27-2016, 07:51 AM
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I'd do a little detective work and determine the location (as best as can be determined) of the leak. Then I'd tear that baby down. If you're not that brave a soul, take it to the nearest hydraulic shop. These marine suppliers are too used to getting a free ride on their malfunctioning products.
At the least, they should make repair parts (kits) available.
$2,000 for a flat-rate repair???
Is this the pump? Garmin 010-11054-10 is a pump replacement for GHP™ 20 SmartPump. It costs $2,000 new.

Heck, if it's this one - Garmin GHP SmartPump (010-00705-60) - it's $2,600 from Garmin.

So where do they get $2,000???????????
Old 01-27-2016, 08:07 AM
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Airbrush,

Agree completely. I am aggressively researching now, and if Garmin doesn't come through then I will tackle this one on my own probably. I want to get my hands on a schematic before I start tearing it down, as I would hate to 'let the magic out of the box' accidently. It honestly looks very simple, but I believe these things can be deceiving. Yeah, I almost crapped my pants when the Technician told me $2k flat rate. He wasn't kidding, but I followed up with another Garmin Tech that I have communicated with before to see what options were available. And yes, this is just the GHP 20 SmartPump. Didn't know replacement was $2K. How the hell could they quote a $2K service for a leaking pump that is $2K new??? Again, one more reason that I emailed someone else with Garmin that was very decent on another issue. Mind boggling.... I need to post a couple of pics, someone may know of another area on the housing that it could possibly be coming from. Still hoping for the slight chance that it is coming from a hose or fitting, but really doesn't look that way as of now...

Thanks!
md
Old 01-27-2016, 02:41 PM
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MD
Please document this with pics and, if you would, keep notes as you disassemble, repair,etc. If you're close to me in FL, I'd be more than happy to assist.
Old 01-27-2016, 03:19 PM
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This Garmin SmartPump has more than just a pump inside:
SmartPump is one integrated unit comprised of a motor drive circuit with the pump in a single assembly. Equipped with Intelligent Rudder Rate Technology .

Jim
Old 01-28-2016, 06:55 AM
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Thanks Airbrush/Jim, will do. Also, Garmin Tech I am talking with now has requested purchase/install invoice so that he can run it up his chain to see if he can still cover it since it is so close in time. Not to mention unit has 60 hours of use on it... Waiting on that now. He further advised that he will put me in direct contact with his colleague that deals specifically with autopilots as we move forward, as only a couple of people at their facility handle that specific area. Very positive interaction with this Garmin tech, as he requested information that I wouldn't have thought of that may be the source of the issue, i.e. steering system model etc. that may not have been compatible (too big?) for the SmartPump and compromised the seals in the unit due to excessive pressure. Progressing for now, have a slight 'glimmer of hope' that they will work with me one way or another (service/parts/options).... Heck, if it is a seal kit and they can send me some specs and the parts I would be more than satisfied with just that. Will update as things progress.

Michael D.
Old 01-28-2016, 09:22 AM
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This is awesome! Yes, WWE reference! Im glad that your getting assistance on this, Garmin is very good with customer service.
Old 02-01-2016, 09:27 AM
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Update on Garmin Autopilot Pump Leak,

Wanted to post an update for those who commented/viewed. I just received an email from the Garmin Technician that I contacted following my first attempt at resolving this issue. Upon a review of receipts/information that I provided, they have authorized to cover this repair/service under warranty! I am second owner of this boat, and am out of warranty by a couple (2 or so) months. I have always been a huge fan of Garmin electronics, and am now a fan of their amazing support. I am excited that this will not be a huge financial burden as was initially proposed to me by another Garmin Tech, and am very happy that I decided to follow up my initial conversation with another rep at Garmin that I had dealt with on a previous issue and was impressed with his professionalism/customer service etc.

Once I have a return on the pump and the diagnosis of what failed, I will post an update for informational purposes in the event that someone can use the information at some point. More to follow...

Thanks again for the posts/replies, THT has some awesome members that really know how to "HBO" (Help a Brother Out)

All the best,
Michael D.
Old 02-01-2016, 09:48 AM
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Michael, This is great news and I am very glad to hear it. I am not surprised that Garmin is doing this as they do stand behind the products very well.
Old 02-01-2016, 05:23 PM
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Excellent....
Old 02-01-2016, 06:24 PM
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Yes, I was pleasantly surprised. I had no super high expectations, but was thrilled that they decided to work with me. Received a RMA tonight, going to break it down and ship it out in a day or so. Turn around is supposed to be about five days from the time they receive it, give or take. Once I have some additional information on the source of the issue, I will provide an update.

All the best,
Michael D.

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