I was referring to a couple issues first was the upgrade program they used to have. You could upgrade transmitters for a discounted price if you traded yours in. That has gone away with Garmin. Also just their willingness to help you out. about 6 years ago my dad had the issue with the receiver where you need a pencil or collar prong to turn it on because the button gets funny. I had the same thing happen about 2 years latter. Both times TT was extremely helpful especially considering both times the collars were out of warranty by about 6-8 months. They took my dads back and fixed it free of charge (even out of warranty) and the offered the same thing for mine. When they found out mine would take a little more to fix the sent me a new receiver for $50 (again mine was out of warranty but they helped anyway). I had the problem happen again last week. When I called this time they said sorry no luck its out of warranty it will be 139 for a new receiver.
Now I am not saying that they are wrong out of warranty is out of warranty and I understand that. I understand that giving warranty work or discounts passed warranty dates is probably not the most efficient business model. All I was saying is that they used to go above and beyond to help and that does not happen anymore. In speaking with the customer service rep when I mentioned what they had done for me in the passed she expressed her own disappointment in the fact that she can not offer to help people like she used to when TT was in control and felt bad but her hands were tied.
I should rephrase. I have not experienced BAD customer service with them since Garmin took over it is just not as good as it used to be.