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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 Former Member over 9 years ago

Whilst it may or may not be Garmin's problem, they are offering that information as part of the service. At the very least, for customer-care's sake they should be communicating with MyFitnessPal to get the issue resolved. I'm thoroughly annoyed i paid good money for this device to have the online part of the device (what's the point in the device if you can't see your stats) fall over. If this isn't resolved by thursday, I will be taking my vivofit back for a full refund.

0 Former Member over 9 years ago

Whilst it may or may not be Garmin's problem, they are offering that information as part of the service. At the very least, for customer-care's sake they should be communicating with MyFitnessPal to get the issue resolved. I'm thoroughly annoyed i paid good money for this device to have the online part of the device (what's the point in the device if you can't see your stats) fall over. If this isn't resolved by thursday, I will be taking my vivofit back for a full refund.

Ditto... Taking mine back today, the Jaw Bone is looking like a good option

0 Grahamdini over 9 years ago

Same issue here, got mine yesterday and nothing syncs (or if it does its only the total daily calories, and not anything I entered). Really disappointing.

0 mdallimore over 9 years ago

Is there any progress update on this, stopped on the 3rd Jan '15 for me......?

0 SUSSAMB over 9 years ago

Stickys .... top of this and the Express forums, also Facebook and Twitter

0 Former Member over 9 years ago

really Jim...not when EVERYONE is experiencing syncing issues all at the same time....

0 Former Member over 9 years ago

lol - I've tried it several times and it now reports that I have 11,754 calories remaining!

What appears to be happening, is during every sync, my activities (on Myfitnesspal) are being doubled as "Aerobits, General" and the only way to fix it, is to manually delete them from MFP. Not a deal, but the Garmin app cannot be reset, edited, or properly updated...so...it just keeps doubling the activities and adding up the calories to the previous total. Since I was previously scolded for assuming that the problem was on Garmin's end, I won't make that assumption, but who is to blame is irrelevant. It is Garmin's tool, on Garmin's site, and it doesn't work.

Exactly!

0 Habibur over 9 years ago

Garmin -- what's the latest on the sync issue..do you have an eta?

0 dobssi over 9 years ago

Interestingly, my weigh in on MFP this morning did transfer to GC. As have all my recorded 920XT activities this week - run, cycle etc. What is missing are steps calorie info on both GC and MFP, and the calories eaten info on GC.

I am hoping that when its fixed we can retrospectively sync with MFP for each day where steps calorie adjustment is missing, otherwise it undermines the whole weekly calorie count. I'd add manual walking activities to MFP but I know they'd just get sent to GC and then the whole thing gets very confused with duplicates etc.

0 Former Member over 9 years ago

I use both a vivofit and also a forerunner with my garmin connect and my fitness pal has stop syncing as well. this needs to be resolved now Garmin