I have requested support for a GARMIN issue regarding a Power OFF message that trigger a standby GPS state (and because of this issue my battery is killed).
I got a very poor support from Garmin Support team, they were trying to change the subject ALL the time and finally mentioning me that is “AS PER DESIGN”, I am not sure if they understand what does mean “bug” in software testing (see the emails below):
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I have to go to a Garmin Forum to make public this issue (and explain how the support stile was); so for You Garmin when you have a screen message POWER OFF the device can go to STANDBY state?
This is the worst support that I ever had.
Dear D R,
Thank you for contacting Garmin International.
After reviewing these emails, the device does not work like a computer because it is not a computer. Once you unplug the power, the device goes to standby mode so when it receives power again, it is ready on the main screen, so you do not have to wait for it to load the maps when you want quick access to the maps which can be time consuming.
Once again, with power or without power, you need to press and hold the power button down for a complete shutdown. This is not a bug, this is how the device works. Thank you.
Should you have further questions please contact Garmin Product Support by replying to this email.
With Best Regards,
Paul S
Product Support Specialist
Original Message Follows: ------------------------
Similar with any home PC, when you get the message on the screen, the PC will power OFF, then the PC will just power OFF (the PC will NOT go to standby mode).
Also, noticed that “Tanner Ha” did not read the e-mail; Tanner Ha, I know how to turn off manually the GPS, but I want to turn it OFF automatically, as the GPS message is on screen, when the external power is lost.
Sorry, can’t say thank you
From: D R
Sent: July-01-13 9:26 AM
To: '[email protected]'
Subject: RE: bug: GPS does no go to power OFF when external 12V car power has been lost (KMM28639454I15977L0KM)
No, this is a bug: When you have a message POWER OFF the unit should go POWER OFF.
From: [email][email protected][/email] [mailto:[email protected]]
Sent: June-30-13 6:54 PM
To: D R
Subject: RE: bug: GPS does no go to power OFF when external 12V car power has been lost (KMM28639454I15977L0KM)
Dear D R,
Thank you for contacting Garmin International.
I'd be happy to assist you with this.
That is how the unit is designed. If you would like for the unit to shut down completely, press and hold the power button. Otherwise the unit will go in to standby mode when you turn your vehicle off.
Please advise if we can assist you further.
With Best Regards,
Tanner Ha
Product Support Specialist
2nd Shift Automotive Team
Garmin International
Original Message Follows: ------------------------
Hi,
It is unbelievable how all of you tried to deviate the discussion from the original issue (ambient temperature, recommendation to remove GPS from the mount, connect GPS to PC for more than 8 hours, as per design …).
Could you please read the subject of this e-mail and answer this question; is this considered by Garmin software QA department a BUG or is by design?!
The message is very very clear “… will power OFF”. Why does not power OFF? Why does not power OFF, the message is “… will power OFF”?
I need the GPS to power OFF when the message is “… will power OFF”.
When the GPS is powered OFF (when GPS is still in the mount and connected), everything is OK, the GPS battery is NOT discharging!
Thank you
From: [email][email protected][/email] [mailto:[email protected]]
Sent: June-28-13 11:05 AM
To: D R
Subject: RE: bug: GPS does no go to power OFF when external 12V car power has been lost (KMM28627205I15977L0KM)
Dear D R,
Thank you for contacting Garmin International. Many cars (particularly newer vehicles) have an accessory outlet that is turned on and off with the ignition switch. Many customers like to use this outlet as it appears to turn the GPS on/off with the key. The only problem with this setup is that there are sometimes separate vehicle circuits that are also connected to this system. Normally they would shut down when the ignition is turned off as they would lose their power source. If the GPS has an internal battery, then in some cases, those circuits will stay energized because instead of the vehicle battery, they now have the GPS battery to keep them energized until they drain the power from it.
Because of this, it is highly recommended that you remove the GPS from its mount (or at least pull the power cord out of the outlet). This will keep the battery from discharging. If the battery level is low enough, the charging circuit may not activate and while the unit may work in the car (good indicator that the fuse is good) the unit will not charge. As an alternative to the above, if you have a cigarette outlet that remains powered even when the vehicle is turned off (in other words, a hot outlet), you can leave the unit plugged into this outlet.
To correct this problem, you may need to connect the unit to the computer via the USB cable and leave it on the computer for at least 8 hours with the computer on (most laptops do NOT stay on but power down to conserve battery power after a certain length of inactivity). After this, the unit should turn on. Just as a note, when you set the unit in the car cradle or connect the power cord (depending on which model GPS you have), make sure the battery icon (next to the time on the Menu screen) disappears, or a lightning bolt shows up going through the battery.
Robert O
Product Support Specialist
1st Shift Automotive Team
Garmin International
Original Message Follows: ------------------------
Thank you, but I did not asked about the ambient working GPS conditions …
The problem is: Normally the GPS Garmin in standby mode does not discharge the battery overnight; BUT if the GPS Garmin stay connected via Garmin socket and GPS traffic receiver, looks like there is a load that will draw power from GPS device (overnight) and the GPS get discharged overnight. So, If I leave my GPS overnight (with normal temperatures) the GPS will get discharged completely. And If I repeat this a few times the GPS battery will be dead.
So, technically can I keep the GPS connected overnight in my car (in my garage)? Why to remove the GPS overnight, my car is in garage (just to have activity)?
Please let me know if you tested the scenario below, steps 1 to 6. Did you get the expected result?
Thank you
From: [email][email protected][/email] [mailto:[email protected]]
Sent: June-26-13 12:05 AM
To: D R
Subject: RE: bug: GPS does no go to power OFF when external 12V car power has been lost (KMM28603308I15977L0KM)
Dear D R,
Thank you for contacting Garmin International.
The device is designed to go in standby mode when external power is lost by turning off the vehicle or plugging the vehicle power cable from the mount while the device is still in the mount. If the battery on the device is fully charged, then under normal circumstances, it will not completely discharge overnight even if it is in standby mode.
It is recommended to never store the device in the vehicle for long periods of time. Temperatures can become unsafe for the device in the vehicle even if it seems that it isn't very hot outside. Extreme cold and extreme hot temperatures can cause damage to the touchscreen of the device or the battery.
All automotive GPS devices will come packaged with an Important Safety and Product Information pamphlet that outlines important information about battery warnings, among other things. You can find a digital copy of this pamphlet when you view a device's list of manuals.
The section in this pamphlet that outlines battery warnings also provides safe temperature ranges for both the operation AND storage of the devices. This text includes the following points:
• Do not leave the device exposed to a heat source or in a high temperature location, such as in the sun in an unattended vehicle. To prevent damage, remove the device from the vehicle or store it out of direct sunlight, such as in the glove box.
• When storing the device for an extended time, store within the following temperature range: from 32°F to 77°F (from 0°C to 25°C).
• Do not operate the device outside of the following temperature range: from -4°F to 131°F (from -20°C to 55°C).
Edward M.
Product Support Specialist
Original Message Follows: ------------------------
Hi,
I know that I can turn off the device by Manually pressing the switch!!!
My Question is: Why the GPS does not turn OFF when the message is “External power has been lost the device will turn OFF in 15 sec”?
Please let me know if you don’t understand my simple question?
Thanks
From: [email][email protected][/email] [mailto:[email protected]]
Sent: June-24-13 11:58 PM
To: D R
Subject: Re: bug: GPS does no go to power OFF when external 12V car power has been lost (KMM28593201I15977L0KM)
The device, will go in to standby mode when this happens. If you wish to turn the device off completely, press and hold the power button until the device prompts you to press off, or it goes blank (usually after 4 seconds).
Please advise if we can assist you further.
With Best Regards,
Tanner Ha
Product Support Specialist
