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Customer support refuses to fix sync problem between Garmin and my fitness pal

Below is a copy of an email I just sent to Garmin customer support which is passing the buck on a syncing problem between Garmin connect and my fitness pal. Because this is happening to three different Vivofit's I hope others will utilize the social media to apply pressure to fix the problem not blame the other guy

Matt: I am very frustrated. My Garmin connect has refused to sync with my fitness pal since December 18, 2014. I have written Garmin customer support on at least four occasions. This problem not only involves my Vivofit/Garmin connect but also my wife's and as of December 26, my son's new Vivofit given to him as a Christmas present. The only advice customer support has been giving me is to disconnect and then reconnect which I have done on multiple occasions, and is doing nothing.

Now your advice is to contact my fitness pal, which was advice given to me five days ago and which I did to no avail. I suggest to you that it should not be my problem to sort out which system (yours or my fitness pal) is the source of the problem. You should be contacting my fitness pal, sorting out the problem or problems, and resolving them between the two systems.

Your Vivofit success depends on the interaction of these two systems. I suggest that if you have at least three Vivofit's malfunctioning in one family you have a systemic problem that the Vivofit team should be all over. Please advise me of the results of your contacting my fitness pal.

Joe Buchanan:mad:

:(

0 16wishes over 9 years ago

I am so pleased I am not going crazy, it was working so well up til a couple of weeks ago, and now the syncing for my activity is playing up on the computer now too - wish they would just leave things alone that work and work on the things that need fixing

0 peterhoo over 9 years ago

This same failure of a problem syncing my vivofit with Myfitness Pal is happening for me as well. Garmin needs to understand if it's product fails then customers move to other companies and other devices, so easy to understand really.

0 Former Member over 9 years ago

I got my vivofit for Christmas and set it up on 12/28. I downloaded the GC and MFP apps for both my phone and my computer. Since the beginning they both have had issues syncing. I have now emailed Garmin twice with no response and MFP with unhelpful responses. I too was told by MFP to disconnect and reconnect the apps. I have done this multiple times. My steps are not transferring to MFP. My calorie information is not syncing to GC. I was told that there was a glitch and it was resolved with the GC transfer of calorie adjustment for steps to MFP. That is not true. MFP emailed me back today and stated that I have not disconnected the apps since I loaded them, which is not true. To top it off my vivofit is not syncing to GC today and keeps stating that the sync failed and that there is a server error. I am very disappointed and frustrated with this system as a whole and I plan on returning my vivofit tomorrow morning, deleting both apps and returning to using fitbit app to track my calories and exercise accurately. Garmin customer service is awful as it has been more than the 2-3 days to receive response. They will most certainly continue to loose sales and business if this is how they address issues and respond to customer complaints.

0 SUSSAMB over 9 years ago

Sounds to me like you're not doing what mfp are advising so unsure why you're blaming Garmin. However Connect has been playing up today, and mfp had an issue as did Connect over the holiday period, Connect due to a Microsoft update that caused a problem I believe that is now resolved, so I'd at least be tempted to see if all sorts itself out tomorrow. Latest from mfp is here

http://myfitnesspal.desk.com/customer/portal/articles/1804316-not-seeing-garmin-exercise-adjustment-since-12-18

0 Former Member over 9 years ago

I have done everything that MFP has asked and disconnected on both the mobile apps and the desktop and reconnected multiple times to GC and these issues are not resolved. The MFP link above describes some of the issues and even states that there are issues with duplicates that continue to exist. I got a response form MFP on 1/2/14 stating that it was fixed and is not and is still malfunctioning. I blame GC also because their app is not syncing with my vivofit, which has nothing to do with MFP and they still have not replied to my now two emails, first one being sent on 12/29. I also blame GC because their help section is not accurate and my apps are not syncing caloric information every 5 mins as it states. It can't be just one partner that has the issue..syncing involves two apps..so the two apps are responsible to resolve the issue, which is something that I have not seen. I've actually had more issues getting the GC apps to load and connect than the MFP. Today when I logged on my desktop the entire program froze for GC and no other sites on my computer or MFP. For this reason, they are loosing a new customer and I will not recommend this product and app combination to any one.

0 Former Member over 9 years ago

I disconnected my MFP and GC accounts and now I cannot reconnect them. If I click through MFP, all I get is a blank page on GC. I'm very frustrated too. I came to Garmin because I was having massive problems with Fitbit's hardware. So now I have hardware that works, but the software doesn't. Can't wait for the Apple watch.

0 ringsay over 9 years ago

I have done everything that MFP has asked and disconnected on both the mobile apps and the desktop and reconnected multiple times to GC and these issues are not resolved. The MFP link above describes some of the issues and even states that there are issues with duplicates that continue to exist. I got a response form MFP on 1/2/14 stating that it was fixed and is not and is still malfunctioning. I blame GC also because their app is not syncing with my vivofit, which has nothing to do with MFP and they still have not replied to my now two emails, first one being sent on 12/29. I also blame GC because their help section is not accurate and my apps are not syncing caloric information every 5 mins as it states. It can't be just one partner that has the issue..syncing involves two apps..so the two apps are responsible to resolve the issue, which is something that I have not seen. I've actually had more issues getting the GC apps to load and connect than the MFP. Today when I logged on my desktop the entire program froze for GC and no other sites on my computer or MFP. For this reason, they are loosing a new customer and I will not recommend this product and app combination to any one.

What he/she said.....

I have endured 8 weeks of cloud chaos from Garmin with my Vivosmart (which is a nice bit of kit to be honest).

Failed syncs...no syncs.. duplicated syncs ... reboots .... unlinked .... no link .... 5 unresponded support emails ..... and today a complete system crash.

I expect a little more for my hard earned. I expect a service that works as advertised.

0 jim_m_58 over 9 years ago

What he/she said.....

I have endured 8 weeks of cloud chaos from Garmin with my Vivosmart (which is a nice bit of kit to be honest).

Failed syncs...no syncs.. duplicated syncs ... reboots .... unlinked .... no link .... 5 unresponded support emails ..... and today a complete system crash.

I expect a little more for my hard earned. I expect a service that works as advertised.

Seems you may need to go to school to learn more about real world technology. I've used a Garmin since early 2014, and not had any real issues as you describe. The only issue I had, was responded to by garmin support, but did take a few months to resolve, as it was a firmware issue and a low priority (even in my eyes)

0 Former Member over 9 years ago

Seems you may need to go to school to learn more about real world technology. I've used a Garmin since early 2014, and not had any real issues as you describe. The only issue I had, was responded to by garmin support, but did take a few months to resolve, as it was a firmware issue and a low priority (even in my eyes)

That's a bit insulting Jim.... We don't buy technology for the privilege of then having to go to school to learn its complete ins and outs... We just expect a fair product for a fair price.. I'm so happy for YOU that YOU haven't experienced any issues with YOUR Garmin products, but clearly hundreds if not thousands of others around the world are and no level of extra curricular or tertiary education on the finer workings of cloud technology is going to make one iota of difference, the facts are the only ones that can get this stuff working are Garmin, and they are being extraordinarily slow in coming to that party.

0 ringsay over 9 years ago

I work in the industry in cloud technology and tech support.

I know my way around a system.

I have had 5 support emails requests to Garmin Australia unreturned in 8 weeks.

You dream it. Garmin is making me live it.