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Forum Advice

HEATWAVE23
over 16 years ago
Do to the high, yet justified number of rants being posted I can somewhat understand the frustration of the moderators BUT I do not think they are the correct people to be responding. As they do not appear to have any hooks into the developers that are actually responsible for this complete failure of a migration.

I have not see a single useful post from Garmin that addresses the concerns regarding functionality. It is possible that the migration does have big changes planned but unless those changes are posted how will garmin's customers ever know? Although even after today planned outage I don't see any new features :(

- Is there a way to ask the developers/project managers questions?
- How is the forum input being provided to Garmin, in other words how do we know the people that can fix it are hearing our concerns?

I agree with removing posts that contain obscene language and I would trust a fairly intelligent 13 year old to pull that off correctly but disagree with pulling posts deemed as argumentative as this leaves to much room for interpretation.
  • 0 over 16 years ago
    I have not see a single useful post from Garmin that addresses the concerns regarding functionality.


    They do post occasionally, and several times have acknowledged some of the feature requests.

    It is possible that the migration does have big changes planned but unless those changes are posted how will garmin's customers ever know?


    The list of planned upgrades has also been posted several times on this forum.
  • 0 over 16 years ago
    Sigh... again a completely useless response... I obviously did not see any see any of the posts that you are referring too.

    So you could have

    a) Ignored that statement
    b) posted the information or directed me to the information that you are referring to

    Secondly if you are going to take the time to respond instead of quoting and not providing any real information it would be nice if you address the posters actual questions. In this case they were even nice enough to put a hyphen in front of the questions so they stood out but they were ignored :(
  • Former Member
    0 Former Member over 16 years ago
    Hi Heatwave23,

    We make updates and announcements in the Announcements Forum:

    https://forums.garmin.com/showthread.php?p=2221#post2221

    kk
  • 0 over 16 years ago
    Thank you runkkrun, that was somewhat useful but in typical Garmin fashion the information on the link is unfortunately lacking. Is this the best Garmin can do no dates?

    #######################
    Coming Soon...

    * Manual Entry of Activities
    Enter activities that were not recorded by a Garmin device and get credit for all of your workouts.
    * Time/Distance in Zones
    View time and distance spent in Heart Rate and Power zones.
    * Multisport Improvements
    View activities associated in a multisport workout in relation to one another.
    * RSS Feeds by Search Results
    Subscribe to new public activities posted by a search parameters in the Explore section.
    #######################

    The page also states
    "Garmin Connect is updated about once a month with bug fixes, improvements and new features."

    But it looks like the last update was !!!May!!!. :( This is why Garmin's customers are annoyed. I can take a slow process as long as I am updated to the status and what I can expect but this a botched migration and they don't appear to care enough to provide real updates.

    Users such as myself have alot of hard work uploaded to MB and GC so it is not easy for us to just leave. It would take hours for me to upload my data to a new site. We were happy on MB that's why we uploaded our valuable data to them... We then trusted GC to take care of our data and now we are left in the lurch with all our hard work barley usable or at least not usable to the point we are satisfied.

    Sighhhh,,, again my main questions with "-" were ignored :(
  • 0 over 16 years ago
    P.S.

    I can understand you may like the "I'm a happy girl." sig but to the posters that are not happy about the situation that GC has left them in, it may not be appropriate. My added 2cents
  • Former Member
    0 Former Member over 16 years ago
    Hey Heatwave23,

    We just shut down the site Tuesday and Thursday for system maintenance. We will be pushing another release in the next few weeks, with smaller updates and maintenance during that time.

    kk
  • 0 over 16 years ago
    wow... okay lets try this

    - Is there a way to ask the developers/project managers questions?
    - How is the forum input being provided to Garmin, in other words how do we know the people that can fix it are hearing our concerns?
  • 0 over 16 years ago
    wow... okay lets try this

    - Is there a way to ask the developers/project managers questions?


    Probably not as directly as you may like, but there are a number of ways to get your voice heard. You can read this post regarding getting support:

    https://forums.garmin.com/showthread.php?t=503

    You can also post feature requests in the appropriate forum.

    Is there a public number to call to speak directly to a GC developer? No.

    - How is the forum input being provided to Garmin, in other words how do we know the people that can fix it are hearing our concerns?
    The people working on GC, as well as product developers, use and read this forum. They do not always respond to posts directly but they do take forum input into account. There's no way to publicly track this, document this, or somehow prove this but a list of some of these users was posted previously:

    https://forums.garmin.com/showgroups.php

    Admins are Garmin employees and occasionally you will see one of these users respond here (or previously in the MB forum). There have been other folks that don't seem to be on that list that have responded to user questions as well (Theo from Dynastream comes to mind). And it may be somewhat unclear, but Kathryn, runkkrun, who responded to you, is one member of the GC team whose job is to hear your concerns and, among other things, manage this forum.
  • 0 over 16 years ago
    KANSAIBEN Thank you that was a great response!!! I can say that even though the answer is not what I would have liked hear.

    I am not mentioning any names but we have moderators responding to posts in what I would consider a aggressive manner and not providing much in the form of useful information thus adding to customer frustration. As shown by my response to you and I am sure there are lot of other people that would prefer to get a answer that they don't like rather than to get ignored and or side tracked.

    If possible I would like to speak to a manager at GC to address these concerns. I will say any self respecting company does have a way to escalate such concerns beyond a public forum.

    It was also stated that GC will be pushing another release in the next few weeks but do not see this on the whatsnew page.

    Can we push Garmin to update this more regularly?
    http://connect.garmin.com/help/whatsnew

    - What is planned for this release?

    Thanks,
    ~c
  • 0 over 16 years ago
    If possible I would like to speak to a manager at GC to address these concerns. I will say any self respecting company does have a way to escalate such concerns beyond a public forum.


    Beyond the typical support options listed in the FAQ, I'd recommend the following:

    - If a user responds in ways that might seem offensive or if there are questionable posts, you can use the "report post" or contact one of the moderators.

    - If I or another moderator responds in a manner you feel is questionable, you should contact one of the admins in that list I posted.

    Kathryn is as high of an admin at Garmin/GC as I personally deal with, so to go any higher you'll need to ask her. You could try sending her a PM (if she doesn't chime back in here) to see what she might recommend as far as escalating complaints beyond that.

    Something to bear in mind: These forums are new for all of us, so while I've been a moderator for a number of years in the MB forum, we have also welcomed several new volunteers who previously were simply just very active, helpful, and knowledgeable posters within the MB forums and there's a learning curve with this new forum--both in how it functions and our roles as "unofficial-official" Garmin representatives.

    Can we push Garmin to update this more regularly?
    http://connect.garmin.com/help/whatsnew

    - What is planned for this release?


    The request for greater transparency has been made before, and I too am anxious to know what's in store. Personally, I have almost 1200 activities loaded up to MB (and a few hundred more in GC) and am looking forward to being able to not only analyze my data in GC as well as I could in MB, but also to take advantage of some of the new features that GC is set to offer. I'm sure we are all expecting big things in the next release. Not sure there is a way to push Garmin to clue us in on everything in store, but perhaps there is way to be more proactive in our requests?

    For example, how often would you think would be reasonable for updates to that page be made? Weekly? Bi-weekly? Monthly? Perhaps a poll is in order and if a concesus was reached among a number of users, Garmin might be more strongly inclined to respond with regular updates based on that time frame?