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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

There are now about 10 threads right now that start with blaming Garmin for not fixing the sync issues, including one where a poster blasted Garmin for telling them it was a MFP problem and to contact MFP.

Syncing between two sites is like a dance, and it always "takes two to tango". People need to understand that if there is a problem, it could be either end, and need to check the user forums on both ends.

This from the MFP support people on this issue:

Thanks for getting back in touch with us and for the additional feedback. We are truly sorry to hear that not only have you been dealing with problems with the Garmin connection, but that their support team has not been responsive either. We will definitely do all we can to make sure Garmin does their best to correct any issues, as well as to request they improve upon their support.

We do know they did attempt to fix the sync problem earlier this week, and unfortunately it did not go as they hoped. They are still working on the issue and hope to have it fixed as soon as possible. We will definitely let them know our members have not been happy with their experience and work with them to try to help prevent this from happening again.

Warm Regards,
Natalie

0 SUSSAMB over 9 years ago

Yes, well looking at some other posts seems mfp reckon everyone is against them, couple of samples below, so I suspect the truth is something different so a bit of patience is required. As jim_m_58 points out, it takes two to tango :)

http://myfitnesspal.desk.com/customer/portal/questions/9902924-withings-sync-of-exercise-data-to-myfitnesspal

http://myfitnesspal.desk.com/customer/portal/questions/9901598-misfit-shine

0 ringsay over 9 years ago

Fair enough but as MFP is a free service and Garmin cost me money, I expect not only Garmin to take a lead in seeing it fixed but also importantly to update people about outages well before we tell Garmin they have an outage.

0 Former Member over 9 years ago

same here. My last calorie recorded in Garmin Connect is Jan 3 two days ago although I synch several times per day and the MFP data shows up in Apple health-so problem lies with Garmin

0 guitarsenall over 9 years ago

Garmin Connect is not reporting calories to MyFitnessPal.

0 PattiMac61 over 9 years ago

Urgggghhhhhh! I let my FitBit go for this device, I am so very disappointed. Twice the price and I've had it 4 days and it does not work. Are these issues something that happens often with Garmin? Anyone? (unhappy look on my face...LOL)

0 SUSSAMB over 9 years ago

What isn't working for you? There have been numerous issues over the holiday period, partly due to problems at mfp which has also had problems with other sites.

0 Renato_Peres over 9 years ago

Just to add to the crowd... my MFP calories intake information is not flowing to GC since yearend (last one was from 01/01/15). My exercise GC information is flowing to MFP normally.

0 Former Member over 9 years ago

Urgggghhhhhh! I let my FitBit go for this device, I am so very disappointed. Twice the price and I've had it 4 days and it does not work. Are these issues something that happens often with Garmin? Anyone? (unhappy look on my face...LOL)

The same unhappy face :(
What's wrong with Garmin? My old fitbit seems was the perfect one.
I have the same issue https://forums.garmin.com/showthread.php?184575-Garmin-Connect-reports-not-being-updated
And I hope it will be resolved soon.

0 Former Member over 9 years ago

I received a Garmin vivofit for Christmas. I linked my Garmin Connect account with My Fitness Pal as instructed. I enter my food intake into my diary on My Fitness Pal. It will not sync my calorie intake with Garmin Connect on my mobile app or on the computer. I have tried disconnecting and reconnecting. It does not sync automatically or manually. It has never worked since I got it. I have emailed this same message to My Fitness Pal. I haven't found how I can email Garmin so I am posting to this thread.

Why doesn't Garmin just make it where you can enter your calories within the Garmin Connect app? Why do we have to use a different app?