The Hall of Shame (a Jeppesen, Garmin and Cessna story)

This is quite a long story I would like to share, because it shows the weakness of support we benefit from, sometimes.
Please read it if you have time to spare.

My aircraft was delivered with G1000, and in 2013, I decided to unlock one of the optional features called Chartview.

G1000 is able to display garmin charts (FliteCharts) from scratch, but those were not available in Europe initially. Optional Chartview, allows you to switch your g1000 from FliteCharts to Jeppesen Charts (when enabled, you can’t read flitecharts anymore).
To unlock chartview, you need a special SD card that can be used only once. Then it is locked to the G1000 system ID. I bought my card from a Cessna center, but it is highly possible that Garmin is able to sell as well, since they build them.

Chartview unlock was 3200.-€ + VAT.

At the time, there was nothing like georeferenced charts on iPad, and displaying Jepp charts on MFD, with moving aircraft, was unmatched.
Also, one nice thing is that Chartview was able to auto-filter the database and show « the right chart at the right time ». For example, if you had loaded an approach in the GPS, entering Chartview would immediately call the needed chart.

Since beginning 2021, the auto-filter and auto-load function has ceased to work. I realized it during an approach : when I activated the Chartview, I was puzzled, facing a black screen with stuck « LOADING » message and nothing else. One could consider this as not ideal, from the flight safety perspective. Afterwards, on the ground, i found that the charts could be displayed if selected manually. I thought: “let’s fix it”.

So, here starts a long conversation with Jeppesen, then Garmin and finally Cessna. For more realism and vividness, I selected some quotations.

First step was troubleshooting. It was a painful process, because I often doubted they understood what was happening. Here is an example :

Regarding the chartview.hif.sff file on the SD card with cycle 12-2021. That file is for a G1000 NXi charts subscription. Since the file has a modified date of 13 April 2021, it appears it was written to the card when charts cycle 07-2021 or 08-2021 was written to the card. You may have been set up for a G1000 NXi charts subscription back in April. However, currently, you are set up for a legacy, non-NXi G1000 system. However, a G1000 NXi charts subscription should also work in a legacy, non-NXi G1000 system. In that case the non-NXi G1000 system will ignore the chartview.hif.sff file.

In the end, Jeppesen closed the case with this resolution :

This is due to a limitation of 32 terminal chart change notice NOTAMs in Garmin GDU software older than v15.25. For cycle 13-2021, France has 38 terminal chart change notice NOTAMs (1 General Terminal NOTAM and 37 General Terminal (VFR) NOTAMs). The number of terminal chart change notice NOTAMS can change from one cycle to the next, which explains why the issue occurs one cycle, but not the next.

After months of trying different things, escalating the different levels of support, it was made clear there would be no success.

So I decided to try something with Garmin. Escalating the levels of support as well, I was answered they provided a solution with a GDU software update, and that it was the TC holder (Cessna) to release it to its customers. As I complained, I received nice encouragement :

I do apologise for the inconvenience, however this is an unavoidable situation caused by limited memory on that particular software level, however, I am glad to hear that the feature does still function so you are in a position to still display the charts you need, albeit through a modified method.

Obviously I was not glad at all, and requested a contact at Cessna, to demand a solution.
I also mentioned that safety of flights was involved, and found they took the problem very lightly. I requested an updated AFM(S) for the « modified method » but got nothing (obviously).

Then comes Cessna. IMO, they climbed directly to the top of the podium.

The only path we currently offer for meeting GDU software version above 15.25 would be to upgrade to NXi via STC SA01830WI per Garmin SB 1917. This will replace hardware in the aircraft and install software 2501.02, containing GDU version 20.05. Legacy G1000 software stops at 0563.26 for non-WAAS aircraft, and there is little business case to develop further software for non-WAAS installations as certification is costly and time-consuming. As Textron Aviation does not issue databases, nor do we issue NOTAMS, the issue at hand is somewhat enigmatic and outside of our realm of control. As I understand, the issue of chart loading will come and go depending on the number of NOTAMs loaded into a particular database cycle. Again, the only existing path to offer for this issue is upgrading to NXi.

Well, if releasing a software update was not possible, i offered two solution. Either upgrading my aircraft to NXi at their expense (so that I can benefit from chartview), either refunding the Chartview unlock card.

Please keep seated for me next answer from Cessna :

I understand your frustration, and it is unfortunate the reality of technological advancements have on indirectly affecting older systems. Transponder technology, navigational aids and other advancements in aviation can cause obsolescence of once fully-functioning equipment, causing aircraft owners the burden of mandatory upgrades and reduced functionality of equipment.

This is a unique situation from a company standpoint; in that an optional feature using 3rd party databases is functionally impacted by government issued information. It is my understanding that full functionality of the Jeppesen Chartview feature is now dependent on how many NOTAMS the local CAA issues in any given database cycle, which will remain in constant flux. It is due to this inconsistency of parameters that are beyond our control that we must decline the opportunity to participate in upgrading your aircraft to G1000 NXi. As the aircraft and the optional Chartview unlock card from Garmin are well beyond their respective warranty periods; I believe Textron Aviation has no available path for offering concessions.

I took a bit of time for meditation.

Then I said, I can’t accept.
If my problem is isolated (as they say, but i don’t believe it), refunding a single customer should not be a big problem.
If it’s more complicated than this, I said I should fill an Incident Report Form to warn the authority.

We are reaching the end.

Garmin moved a little bit.

I have had several internal discussions about the question you have on your Chartview functionality. The feature, when originally purchased, was done so through a Cessna Service Centre and not through Garmin directly. Due to this we would not directly be in a position to provide any refunds for the original purchase of the Chartview feature.

However, we do understand and sympathise with your situation, and would be able to offer you a free one time annual subscription to our Premium Pilot Pack which usually costs $1,289 through our flyGarmin.com website.

I answered two things.
First, the way money travels between Jeppesen, Garmin and Cessna when a chartview unlock card is sold, is not my business.
Second, I found « interesting » that in the end, the only solution was to switch from Jepp charts to Garmin’s.

Cessna did not move one inch.

I echo what my colleague Geoff has already stated that it is unfortunate that technological advancements have indirectly affected older systems, and as the aircraft and the optional Chartview unlock card from Garmin are well beyond their respective warranty periods, Textron Aviation has no available path for offering concessions.

I thank Alastair for kindly offering to assist you with a unique opportunity to explore an alternative current option and I encourage you to contact Alistair directly to discuss this further.

Please do not hesitate to give me a call should you have any further questions or require any additional information.

I informed the authority.
I publish the story.
Some may say it’s not a good idea to make ennemies.
“Some may say I’m a dreamer”
But I thought it was important the community could learn from my experience.

There is no moral to my story :-)