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Apple Workout Issue - Terrible Garmin Service!!

B1nny
over 5 years ago

So, I am literally just off the phone to Garmin UK and pretty angry to say the least! To have spent circa £600 on a premium product and get fobbed off when there is a clear bug and issue is just not acceptable. Note to Garmin: you cannot expect to keep premium customers with this attitude. Now , i'm wasting my time spelling out the issues and ranting in order for you to do what you should be doing BAU. Have a chat with your product owners, actually have them monitor your forums and take calls and issue reports seriously!

What are the bugs?

For Apple Health

  • Active calories are being picked-up by Apple Health twice and therefore doubling the value.

For Apple Workout

  • No Steps are logged (but they are logged in Apple Health) - Move ring empty / Graph empty
  • No exercise minutes logged (but they are logged in Apple Health) - Exercise ring empty / Graph shows activity
  • No Stand duration logged - Stand ring empty / Graph shows activity
  • No Flights Climbed logged (but they are logged in Apple Health)
  • Workouts logged with missing data and incorrect name - i.e. Treadmill runs shows as Outdoor run

What I was told?

I spoke with the Garmin adviser for over 15 mins arguing the the following logic. Their position was that they would not investigate until I contacted Apple to investigate if an issue existed, only then would they look into it.

I explained that as far as I am concerned, given the premium nature of the product that it's not my responsibility to contact Apple to investigate 3rd party API issues, it's Garmin's responsibility to ensure that they remain compatible with the underlying platforms they work with and their ongoing releases - clearly this isn't happening. It took me under 5 mins to search the Garmin forums or google in general to see that this is in fact an issue that they need to address. The following links on the first few forum pages alone show this:

This issue dates back over 12 months intermittently, so maybe it's a regression issue that I'm reporting for them, yet they wont take seriously. Not on, not acceptable. So now after paying a premium price, I need to settle for a sub-par product which cant to something that devices half the price can. Maybe I should have bought an Apple Watch 5 instead Garmin? A response would be appreciated.

To Garmin users, if you are having the issue.. hit the like button or vote with your feet.

  • 0 over 5 years ago

    So you want Garmin to do support for an Apple Product? Are you using a Garmin Watch with Garmin Connect? 

  • 0 over 5 years ago in reply to 3-23

    Yes Garmin connect on IOS. No, I want Garmin to do support on their own product and it's integration with the Platforms they operate on. Fitbit and Strava have no issue maintaining this basic integration so it angers me that when paying for a premium product, I'm fobbed off like it's an issue with Apple.

    Platforms are always going to be implementing new releases and always advise developers in advance, it's Garmin's responsibility to remain compatible with any changes.

    It would be nice for Garmin to acknowledge the bugs raised by it's loyal users and reassure us that they will investigate and implement fixes. Garmin seem to be more interested in releasing new models than optimising existing offerings.