Connect not picking up Segments

More public pressure needed

All,

In an effort to share knowledge with the community please find detailed below the email I sent to Garmin support earlier this week and the (poor) response that I received this morning regarding this ongoing issue with segments:

My email:
Garmin, PLEASE can you explain to your users why the segments portion of your Garmin Edge units and on Garmin Connect has been turned off for MONTHS. From what I can tell there has been no effort whatsoever to notify your users in a clear way as to WHY this functionality is not available. Many many users have been speaking about this for months in your own forum with apparent complete lack of care from yourselves. All we want is a reason as to why this is taking so long and if you ever plan of fixing it. Please read through the following Garmin forum and read the thoughts of your own customers: https://forums.garmin.com/showthread.php?340149-Connect-not-picking-up-Segments/page11&highlight=segment Some customer care would be appreciated.

Response:
Thank you for contacting Garmin Europe.

I can understand your frustration.

Unfortunately, it's difficult to tell when this issue will be resolved. Our software engineers tend to be expedient when known issues occur, but if an issue is very complex, it can take a significant period of time.

I'm sorry that I am unable to give you any more information than that.

If there is anything else I can help you with then please let me know. Alternatively you can search for a solution here: http://www.garmin.co.uk/support

Kind regards,

This has certainly been a frustrating several months. I too have contacted Garmin on their Garmin Fitness sites on Twitter and Facebook -- with the same results. I did notice that they responded very quickly (albeit with no good answers) to both public posts that I made.

Perhaps if more of us posted via those external means, we may get more attention to solving the issue. Unlike this internal forum, Twitter and Facebook show the customer frustration in a much more public forum -- which will have a broader impact on customer perception of Garmin's responsiveness to its customers.

One can only hope!

Garmin update to my Edge 500 deleted my last ride????

I don't know if this is related to the segment problems but when I went to upload my latest ride, I was told of an update to the Edge 500 software. When it was done I synched and today's ride didn't show up. I synched again and NADA. I checked the history on the 500 and it was not there... I'll enter most of it manually but it's not the same...

So this issue must be VERY VERY VERY complex for the Garmin software engineers.
I think it's time for new engineers.

My unit is getting a little weary now. I think it's time to look at alternative brands to a Garmin as they're clearly not interested in my continued custom.

My unit is getting a little weary now. I think it's time to look at alternative brands to a Garmin as they're clearly not interested in my continued custom.

Thinking about the same, I bought Edge 520, Varia Radar, Remote Control a month ago and had an intention to buy Edge 1000 with Varia Vision for my wife soon. But I am very disappointed with Garmin approach. I recently spent with Garmin almost $800 and planned to spent other $1000, but after experiencing Garmin support, I seriously consider other options. I would prefer to stay with Garmin, but its not easy when I see their lack of interest in me as a customer.

Retailer Website Reviews?

Wonder if putting some reviews on the various Garmin retailer sites mentioning the problems would get Garmin's attention. Seems like comments on the Facebook page disappear quickly. I sent them an email also mentioning my desire to pick up an Edge 520 and maybe even a set of Vector pedals, but that those purchases are on hold for now.

OK - this has really been going on long enough. Does anyone know how to develop an on line petition. Clearly Garmin is not being responsive to its core base and I for one think it's time to let them know en mass.

backup backup backup

I don't know if this is related to the segment problems but when I went to upload my latest ride, I was told of an update to the Edge 500 software. When it was done I synched and today's ride didn't show up. I synched again and NADA. I checked the history on the 500 and it was not there... I'll enter most of it manually but it's not the same...

Thats why i ALWAYS make a backup of files to my pc you cant trust garmin to not screw up when it comes to software.


As to the topic.

I was so fed up i contacted or should i say tried to contact the english the german and the dutch costumer service.

The dutch "service' replied after more then a week with a general reply with a bad apology thats worthless to me (like my garmin atm) that its being worked on and that they do not know when its fixed...
The english took almost 2 weeks to reply and i got the same bullcrap but without the apology )not that i care)...
The german didnt even bother to reply so far...

Yeah garmin has great service.
Thisis what happens when a company gets to big.
They just dont care anymore after they have your money.

And it must really suck to work at thei web design department if after 5 months your still incapable of using a backup of a date that did work so users
can use it again and then compare data with your new version and see what might be overlapping and be the problem.

Im fairly sure that if they give me a full backup and current data i can host connect on a 15 dollar domain in less then 5 months...

Imagine going home from work on day 150 knowing you still were not capableit figuring out what you broke in the first place.
Id be worried on my yearly review infact id be going to burger king or mac reserving a spot on the flipping table and thats where you should end up...


Garmin RESTORE THE BACKUP and fix the issue on A SEPERATE CLONED SERVER then upload again when it finally works...

that way the costumer doesnt suffer.

Or mail me the entire software so i can host it privately.
Heck even cleaning out the database is acceptable at this point we will make new segments...

I miss them horribly
Enough that I googled the problem and found this thread.
Mine have been down a WHILE