Outdoor Recreation Archive

fēnix 5 Plus Series Massive Issues with Week Old 5s plus

Massive Issues with Week Old 5s plus

Former Member over 6 years ago

Hi All

Am having massive issues with my Garmin. I've had my Fenix 5s plus sap for bang on a week now and up until 10am this morning have had to charge it 3 times already. It's currently plugged in for the 4th as at 11am when it said it was 100% until about 5 mins ago, it had dropped to 88%. Now, I'm pretty annoyed at this as you can imagine and it's rubbish compared to my HR Forerunner which I upgraded from. In a week, I've undertaken 1 run of 1 hour duration (last night) and on the first day, had a play around with settings but have kept them on factory settings so to speak and not added anything or changed its look straight out the box. It's on watch mode and to give you an indication of movement, today I've clocked a massive 400 steps so far (am stuck at a desk). I've checked my software and it seems I'm on 5.10 however besides downloading software on my laptop and physically dragging files, I cannot seem to update to 5.53. Have had Garmins for 10 years now so gutted about this one as only upgraded as wanted the music feature (haven't actually loaded any music yet). Garmin Connect tells me there's no new software to add. Completely at a loss and very very unhappy. Any ideas?

On top of this I've had to cut and paste and try to create this post 6 times as keep getting a message from Garmin saying I'm not authorised to post and I keep being logged out then having to re-subscribe (which isn't working!)

Really really really annoyed!!

:(

0 Former Member over 6 years ago

So the horrendous service continues....

I contacted Garmin again today to ask their advice/check whether they wanted me to return (for a refund) the watch directly to them or to the retailer which I purchased it from as this has been dragging out since the end of October when the watch was less than a week old and I want it sorted. As expected, they suggested retailer which is no problem - the retailer has been kept up to date with what has been happening. I was nothing but polite to the gent I spoke to and took this course of action to help expedite the process - I clearly explained this to Garmin. I specifically then asked them about a refund. I was told (like on previous occasions this was not a problem).

I asked whether I should include the RMA documentation and was told that the refund had already been authorised by Garmin and it would be helpful so yes, send it. I then emailed the retailer and Garmin confirming next course of action as described by Garmin.

Garmin have now emailed me to say they haven't pre-authorised a full refund and that is between them and the retailer - thereby implying they may make life difficult for the retailer. I've emailed them back to tell them this is directly against what they told me on the phone both today and on previous occasions.

It honestly just gets worse!!! Livid is an understatement.

0 Dr Phil over 6 years ago

Why not just deal directly with the retailer?

0 Former Member over 6 years ago

Why not just deal directly with the retailer?

I have been dealing direct with Garmin about the issues experienced and together we have been trying to find a fix (ie running the beta software etc) as wanted that opportunity prior to sending back. They have all the records of phone calls/correspondence etc with the instructions to try this and that. In hindsight, I should have just sent it back to the retailer within the first week when the issues started but had wanted to explore all the options trying to fix it hence the direct contact with Garmin.

Watch is going back to the retailer tomorrow for them to sort out full refund which has been promised.

I must be insane because I am going to buy another unit that can be delivered next day (which Garmin nor retailer could do - they said up to 2 weeks and I can't wait that long) and there were issues with getting a replacement from Garmin via a RMA - they said not to worry about the paperwork which stated that the replacement may be a not new unit which I found unacceptable.

0 Dr Phil over 6 years ago

Warranty issues should be dealt with by the local retailer. You should demand a replacement, unused item from your retailer. It is for them to deal with Garmin from that point on. I can understand you talking with Garmin. In my experience it has usually been a satisfactory experience. However, in the past when I have had issues - not too often but I did have to swap out a couple of 310XTs - I dealt directly with the shop. They exchanged the devices and gave me new, unopened replacements.

I would expect nothing less from a local business wanting my going custom. Complaints fly twice as fast as compliments.

FWIW, and I know it's little consolation, but the 5S+ I had for a week was fine out of the box. I only returned it because I wanted the longer battery life of the 5+. I have had that just over a week and it is working well.

0 Former Member over 6 years ago

Warranty issues should be dealt with by the local retailer. You should demand a replacement, unused item from your retailer. It is for them to deal with Garmin from that point on. I can understand you talking with Garmin. In my experience it has usually been a satisfactory experience. However, in the past when I have had issues - not too often but I did have to swap out a couple of 310XTs - I dealt directly with the shop. They exchanged the devices and gave me new, unopened replacements.

I would expect nothing less from a local business wanting my going custom. Complaints fly twice as fast as compliments.

FWIW, and I know it's little consolation, but the 5S+ I had for a week was fine out of the box. I only returned it because I wanted the longer battery life of the 5+. I have had that just over a week and it is working well.

Completely agree. This morning, I've actually written to the Chief Executive, Board, MD and Director of Marketing (yep I am that sad and angry) as Garmin have implied they may not refund my retailer. Totally unacceptable. When I questioned this and noted it as unfair as I have been doing the update and time has elapsed as I have followed their instructions, they commented that they would decide. It's almost like they are being bullish over it and although I shouldn't care and its between the retailer and them, I feel for my retailer if they have to battle them like I have. The benefit of hindsight but will never deal direct with Garmin again.

I think you're on to a winner with the F5 though, they seem really good units.

0 Former Member over 6 years ago

Update: the Executive office passed it to complaints who sent me the exact same script as my first conversation with them weeks ago (it seem cut and pasted) and asked me to send the unit back directly to them, not the retailer (bit late as I did this morning) - the level of contradiction is as impressive as their complete ineptness!

They also completely ignored all the questions asked and concerns raised. Just literally said you can send it back and buy a new unit and pay for postage and they won't reimburse fees.... They clearly can't be bothered to even read correspondence which is infuriating and unacceptable. I've now gone back to all of them asking them to provide a reasonable and considered answer to legitimate questions, I mean seriously???!

I've never known anything like it!

0 Dr Phil over 6 years ago

I too would be furious. Isn't there a consumer advice bureau you can get in touch with?

BTW, took me 27 clicks thru the bloody reCAPTCHA to get that posted...

0 Former Member over 6 years ago

I too would be furious. Isn't there a consumer advice bureau you can get in touch with?

BTW, took me 27 clicks thru the bloody reCAPTCHA to get that posted...

They really need to sort out this site - 27?! Grrrrrrr - thanks for going through all that just to reply - it's appreciated!

Apparently, the complaint has now been passed to someone else who is 'investigating'....watch this space.

Have a fab Friday :)

0 Former Member over 6 years ago

Hi all

I’m on my 2nd fenix 5 plus titanium.
I absolutely loved my first one but it developed a fault that needed it to be replaced. No probs there, but here’s my problem.
Watch number 2 is on its 2nd battery cycle and is draining at a rate of 50% per 24 hours.
Watch number 1 worked great in the battery department with 1 charge needed per week so I think I’ve had enough experience to no something is drastically wrong with this replacement watch.

Any thoughts or tips? Should I just return to my seller? They are a reputable company,or is there anything I should try 1st to be sure.

Scratching my head here, so any help appreciated

0 Former Member over 6 years ago

Ps
im struggling to post aswell!