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I'm reporting garmin to the better business bureau, and you might want to, too.

Former Member
Former Member over 8 years ago
I bought this product specifically for the competitions and the ability to track steps. Guess how many days it's worked this week? Four. Four out of Seven. You know another way to say four out of seven? 57%. Simply unacceptable. I would not drive a car that worked 57% of the time. I would not use a stove that only heated up 57% of the time.

Forget trying to actually get garmin to solve your problem. I contacted email support -- know what they said?

"Dear Samantha,

Thank you for contacting Garmin International.
I am sorry for the issue you were seeing, hopefully this has been resolved, as we were having a few problems earlier this week. If not, can you please sign in from this link https://connect.garmin.com/en-US/ and advise if the issue still persists?


With Best Regards,

Patricia

Customer Care - Software Team"

That's right. Their customer care team can't even be bothered to investigate the problems we report. They want us to do the monitoring and report back to them. And then what? Get another email that says "We think we fixed it, why don't you check and let us know?" No, thank you.

This is highway robbery, and I'm going to do everything I can to tell everybody I know. I'm going to post about this on reddit, craigslist, facebook, I might even put some flyers up on my local college campus. They treat us this way because they get away with it. Not today Garmin. I'm gonna hit you where it hurts, and tell all the consumers I know to AVOID YOUR PRODUCT.

It's one thing to have technical difficulties but you're not even TRYING to help customers. Shame on you.
  • 0 over 8 years ago
    Sad thing is, Patricia is going above and beyond in comparison to every customer service representative I've interacted with at Garmin.
  • 0 over 8 years ago
    If it is not counting steps then it is not fit for purpose - you should return to the retailer for a refund
  • 0 over 8 years ago
    Consumer laws vary a bit depending on your country, I think if this happened to someone in the USA they'd be pretty much out of luck in terms of getting a refund.
  • 0 over 8 years ago
    Sad thing is, Patricia is going above and beyond in comparison to every customer service representative I've interacted with at Garmin.


    I've actually had pretty favorable experiences with Garmin customer support. I prefer phone contact over email and I've had them talk me through and solve some problems. When my Vivosmart suffered the disappearing pixel syndrome, they were cooperative in upgrading to a Vivoactive.

    That being said, I agree their software division leaves a lot to be desired. Thorough testing before release seems clearly deficient. OTOH, it seems like I've seen a bunch of posts lately from people who came over from Fitbit and other platforms saying how much better Garmin is. Maybe its just an immature industry, but it doesn't seem like it should be that hard to develop reliable software.
  • 0 over 8 years ago
    Consumer laws vary a bit depending on your country, I think if this happened to someone in the USA they'd be pretty much out of luck in terms of getting a refund.


    See my post above. I'm in the US.
  • 0 over 8 years ago
    I might be a bit tired & missed the reference? I thought I read that US consumer law doesn't provide protection against items being sold that aren't fit for their intended purpose, eg. you can legally auction off an xbox one photo for $700, although it does breach eBay's T&C there's no law against that sort of thing to protect customers. Is that incorrect?
  • 0 over 8 years ago
    Most ,if not all, states have an implied warranty of fitness. In addition, I think all garmin devices come with a one year warranty. In the case of the vivosmarts with the pixel problem they went beyond a year. I haven't heard of them refusing to honor a warranty on a defective device.

    In fact, when I first got my vivosmart, i was having trouble pairing with my phone. I called support and they were able to help me get it paired. However after the first attempt failed, they said I could send it back and get a new one. I was surprised at how easily they were willing to replace it.