In todays age of high availability being not just a nice to have but an expected norm this is a sad day for Garmin.
We all know issues will always arise but it's how you handle yourself as a company during these times that truly defines you.... and sadly, this has been a horrendous fail last 2 days.
Garmin seriously needs to audit their current dev and support teams and make some serious changes internally. I have been in the technology industry for a very long time and 2 things have always been consistent in all this time; quality and honesty. Something seriously needs to be change behind closed doors at Garmin or they will soon start losing customers to sub par devices just to escape the stress of this constant battle. I truly hope Garmin reviews what has been happening with their software and support and bring these areas up to the level of the hardware!
I've said this before in other threads, but a great way to get the attention of executives is BBB.org complaints. This is a metric that gets noticed.
It takes 5 minutes to fill out a complaint. You will probably get a phone call from Garmin a week later. Demand that whatever issue you are having gets resolved. Do not accept a "promise" as resolution. Eventually, you will either be offered a refund/exchange or if you refuse the case will be closed as unresolved. It's up to you, but the second option will lower their BBB score and as I mentioned, eventually get the attention of execs.
Though it is true that the data is still on the devices, that's not the main point. The point is availability to review the data when one wants to do so, not when the vendor decides to actually accept their responsibility to restore their services...and keep them up.
I have to agree that there are some obvious systemic problems within Garmin. Apathy toward customer issues isn't a winning business model. I've had the Fenix 3 HR about a week, and have already had several software-related issues...and now this. (Not to mention the fabric strap they list as compatible that completely obscures the heart rate sensor.)
Wow, down two days and status for the system still a wall of red down indicators...
Is there any official new from Garmin or are they going with head in the sand with respect to users.
It is fine there are issues. Every system gets them no matter how much you plan for fall over. What I find catastrophic is the communication from Garmin, a simple press release that mentions the issue and expected restoration of the system would go a long long way to solving people getting annoyed.
Looks like this issue is now fixed, the problem it does not sync the number steps I had yesterday. Is there a way where I can load my steps for the previous. My Forerunner 225 still has the total
