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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 ringsay over 9 years ago

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.

What he said ..... Here are some samples of my experiences with the Garmin Ecosystem over the past 8 weeks and especially today.

If I part with my hard earned it needs to work as advertised.

https://dl.dropboxusercontent.com/u/11857232/IMG_0601.PNG

https://dl.dropboxusercontent.com/u/11857232/Connect_garmin_com_-_Is_Garmin_Connect_Down_Right_Now_.png

https://dl.dropboxusercontent.com/u/11857232/Garmin_Connect.png

0 BNiehus over 9 years ago

Like everyone else, my Vivofit won't sync with myfitnesspal. I have tried to manually do it through the Garmin connect site with my ant interface. I also tried multiple times the Myfitnesspal site and through both apps on my Android phone. After five hours of trying and looking for a solution, I still don't have one.

In reading the threads on both Garmin and MyFitnesspal, it seems like it is an ongoing issue that started in June. The updates on MFP as of yesterday is that they take responsibility for the initial issues, but have worked through the data backlog and that everything should be syncing fine on their end. Obviously the problem hasn't been fixed, although they claim that the issue now lies with Garmin's interface and its ability to accept and process their data.

I was about to buy my wife a Vivosmart this afternoon before diving into this project. At this point, I am inclined to wait for the Jawbone Up 3 to come out and simply move my family to the newer Jawbone platform. That system also has its bugs, but there is more up-side promise for the same price point.

0 SUSSAMB over 9 years ago

Latest response from MFP

Our sincere apologies for any problems you have been experiencing with the Garmin Integration. Unfortunately, there is a problem with Garmin integrations and at this time and you may see part of the sync work, but not everything. We are doing our best to work with Garmin to try to get all issues resolved as quickly as possible. In light of the holidays, the fix is taking a bit longer than we anticipated. We will post updates to the issue via the following link: https://myfitnesspal.desk.com/custom...updated-12-23-

We are truly sorry for any inconvenience this may cause. We appreciate your patience and understanding as we work with Garmin to get this corrected. While we continue to work on the issue, some members have reported having success with tricking the connection by going to the Garmin connect Dashboard, then to the calories in/out tile, then click settings, Disconnect from MyFitnessPal, then click settings again and connect back to MyFitnessPal. We are not sure if this will work for everyone, but it is something you may want to try until a fix is in place. Again our apologies, we hope the fix will be available soon.

0 bpl1972 over 9 years ago

Latest response from MFP

Our sincere apologies for any problems you have been experiencing with the Garmin Integration. Unfortunately, there is a problem with Garmin integrations and at this time and you may see part of the sync work, but not everything. We are doing our best to work with Garmin to try to get all issues resolved as quickly as possible. In light of the holidays, the fix is taking a bit longer than we anticipated. We will post updates to the issue via the following link: https://myfitnesspal.desk.com/custom...updated-12-23-

We are truly sorry for any inconvenience this may cause. We appreciate your patience and understanding as we work with Garmin to get this corrected. While we continue to work on the issue, some members have reported having success with tricking the connection by going to the Garmin connect Dashboard, then to the calories in/out tile, then click settings, Disconnect from MyFitnessPal, then click settings again and connect back to MyFitnessPal. We are not sure if this will work for everyone, but it is something you may want to try until a fix is in place. Again our apologies, we hope the fix will be available soon.

The link does not work...

0 SUSSAMB over 9 years ago

Did earlier but no longer ... hopefully mfp will be back up soon.

0 paulbwood over 9 years ago

GARMIN CONNECT - not Syncing with MY Fitness Pal

Well we had been told that the issues with syncing had been fixed, they had started working & speaking to each other finally. Then yesterday Garmin had server issues & now garmin isn't syncing with MFP.

Can someone please advise what the problem is, we buy your products & then unable to use them as we are meant to!!!!!

0 SUSSAMB over 9 years ago

See above, mfp are working on it, together with Garmin. It's clearly not trivial or it would have been sorted by now. Various sites are having issues at the mo, not just Garmin and mfp, as folks who got devices for Christmas are all trying to log on/connect/upload/download/whatever. Once the mad panic is over things should settle down.

0 ringsay over 9 years ago

My issues with Vivosmart syncing with GC and MFP have existed since late October. Looking back through this forum it is littered with similar issues going back a year or more.

The Garmin ecosystem is clearly unfit for purpose and has been for a long time. I very much feel duped by Garmin, its ineffective systems and non-existent customer service. When I spend my hard earned I expect it to work as advertised and the Garmin I own never has from day one.

Sorry but that is just being frank.

0 paulbwood over 9 years ago

There is no way this is related to people getting devices for Christmas, as the problems were there way before Christmas. That is a very poor excuse !!!!!
You can try and fob people off if you want.... but at the end of the day YOUR SORTWARE is not fit for purpose !!!!

0 Former Member over 9 years ago

2 days and no calories or reports are updating

What gives?