Issue with unit not recording swing due to a waggle.

"they are not aware  of the issue" - I find this hard to believe.  This waggle issue has been noted from the start by the early YouTube reviewers that were given an early look at the product.  It's been brought up in the forums from the very beginning.  Perhaps the person you spoke to was probably unaware, but Garmin tech support is fully aware.  Look through the page "R10 distances seem off" and you will see this and many issues people are having.

I already blasted Garmin for the waggle issue, almost every professional golfer has a waggle, how they could not anticipate this is baffling.

How I handle this waggle issue with the R10 is I do my waggle (to adjust lie and grip), and wait a beat, and then start the take away.  To get a sense of the timing, after your waggle look back at the unit to see if he light turns green.

Thanks for your reply. I know they know but they certainly don't seem to want to accept that fact.

[15:23:46] Connor: we would need the devices serial number 
[15:25:02] jon: really? im just asking a general question. why would you need the serial number to advise on such a simple question? will the unit work if you have a waggle regardless of its serial number?
[15:28:30] Connor: I don't have anything my end to say it won't any issues with that feature we would advise

[15:29:44] jon: theres pleny of comments on your forum regarding the issue
[15:29:55] jon: but cant see a solution
[15:31:58] Connor: Due to the nature of internet forums, people will express their personal views which they are entitled to do and we have no control over this. Our preference would be for them to contact us first so that we can offer support.
[15:32:08] Connor: You will likely therefore, find other users that have experienced similar issues to yourself, and the same can be found for any electrical device and potential issue, but these do only make up a very small minority of users, and very few of these turn out to be genuine faults.  As such, whilst regrettably faults

Garmin techs look and respond to questions and issues on these forums.  Sounds like Connor is misinformed and perhaps, a bit lazy and shortsighted.  The person who I dealt with helped me and forwarded all my concerns to hardware and software techs.

The support desk is following their playbook. Can't say for sure whether or not Connor is using the same playbook. Not sure why folks feel the need to be combative, which is apparent on both sides of this exchange. Would be better if the technician were to say the following to prevent the hostile tone of the conversation.

• "May I have your device's serial number?"
• "You're correct, we don't require. I can still log your case and get you the support needed.
• Please send me a link to the forum threads. I will follow-up with our engineers.

Then take a note and actually follow-up with the customer. FWIW, my experience with Garmin support in the US has been very good over the years. But unfortunately, from what I'm reading on these forums, this is not a world-wide experience, as certain countries' support seem sub-standard.

Hi, I’m not going to post the whole conversation but I had already explained I didn’t have the serial number on me and that I just wanted a simple answer to a simple question. Not too sure I would say that I was being combative. Maybe a bit frustrated after spending £529 on a unit that I can’t use and can’t seem to get a reasonable response from support.

The tech is creating a ticket with support software. Getting the serial number is part of their issue tracking process - linking an issue to a specific device or production run and helps them detect patterns for other issues that may affect your or other devices. When you contact support for your smartphone, computer, TV, etc. they want the unique identifier to do the same. It's been standard practice for decades. The field is often set as "required" for the technician to continue the ticket. This is across all consumer technology industries and is not unique to Garmin or Connor.

By design, support techs are not supposed deviate from best practices. It slows the process down, wastes both sides' time. It is also difficult for a tech to not decide that you are going to be too difficult to deal with if you can't provide the information he's supposed to collect.

As for your specific issue, yes, users have reported this issue, and the patch notes for 3.60 say that patch improves it, which appeared to be the case for me. I find the LED still goes red if I perform a partial swing. I keep the LED in my peripheral vision and pause if it goes red due to my own movement or balls being hit nearby.

I do appreciate that but I only wanted a quick answer to whether unit worked if you have a waggle. It was my last chance to return unit within the returns timescale so did not have opportunity to get serial number and get back in contact. Anyways unit has been returned. My waggle may be worse than others but unit didn’t work for me. I could stop the waggle and unit worked but felt totally unnatural and I wasn’t making my usual swing. Also if I took my eye off the ball to check if led was green it would also upset my swing. It’s a shame ad I really wanted to keep it. Although it has it faults (this is not the only one I found) it does make practice more fun.