Lost activity tracking (Preferred Activity Tracker setting lost)

Okay, it wasn't just a fluke. It did it AGAIN. I have no idea why. But now I'm missing FIVE days of data because I didn't check in with it and it's been *not* my preferred activity tracker for that long. I haven't been doing ANYTHING with settings or other devices and yet it's losing that. Getting a bit maddening.

--Donnie

So this is fun. Happened again so I filed a support ticket. Support responded by telling me that on Feb 28 someone registered my same serial number watch on another account and that's why the activity tracker setting is changing. They can't tell me who the other account is for privacy reasons, but suggested maybe I did it by accident and told me how to fix it if I did.

Problem is I didn't. I only have one GC account ID. I've never had another that I know of. Nobody has borrowed my watch. I haven't paired it with any other account. I wear it 24/7 except when I'm in the shower, and then it's plugged into a wall charger. I do have Garmin Express on two computers, but I checked both and both are logged into the same account as my GC. But the watch hasn't been plugged into either computer for even longer than Feb 28 ago as I update everything wirelessly anyway.

This is weird. I've responded to support letting them know I am going to need more help, but it almost sounds like they're saying there isn't anything they can do. Which would be hella weird. It really sounds like someone registered my serial number in their GC/GE by mistake, though.


--Donnie

I'm posting updates in case anyone in the future has this problem since obviously it now seems like an isolated incident that isn't bug related.

Anyway, support has now asked for my proof of purchase because they seem perplexed that this has happened. That would imply they think there may be counterfeit devices out there? Certainly possible, but I highly doubt it's mine as I preordered before release from Clever Training and mine would be in one of the earliest batches (which would likely mean counterfeiters wouldn't have had time to do their work yet, at least). And they continue to work on it.

This is pretty weird.


--Donnie

deltajulietbravo It's been quite a while since I registered a Garmin device. Do you have to manually input the serial number in Express, or does it recognize it automatically when connected? Is it possible you have a refurbished device or one that was registered and returned?

Like I said, I *preordered* it before they were released. Mine is likely in the very first manufacturing batch. I've had every Fenix model basically on day 1, including this one. There's certainly no chance I have a refurb or a return for that matter. Like zero chance.

I don't remember for sure, but I'm pretty sure the registration process retrieves the serial number automatically.

It may be possible that someone else manually registered theirs with the wrong serial number, but if so, that's *still* a bug on Garmin's end that allowed a serial number to be registered a second time.

--Donnie

deltajulietbravo My bad. I read right through the pre-ordered comment. I also thought the serial number retrieved automatically. If it can be done manually, surely Garmin would have seen this issue before. I RMA'ed a watch a little over a year ago. I noticed it's still on my account. It makes me wonder if Garmin was able to repair my watch and issued it as a refurbished device, did the new owner have problems registering it? I'll delete it from my account now. I'm at a loss but curious at to what happens next. Please keep us posted.

Still no word from Garmin, and my watch lost the preferred activity tracker setting early this morning AGAIN.


--Donnie

So we are at the end of this saga, and the ending isn't what I expected. They say they have to replace my unit to fix this problem. They're going to advanced replace it, but I do have to do an $850 deposit. But they're doing expedited shipping BOTH ways so that I get my deposit refunded ASAP, and obviously this way I'm not without the watch AT ALL. It's also NOT a refurb but a BRAND NEW unit.

It seems crazy that's the only way to fix this, but whatever. That's on them. It's not going to ultimately cost me a dime (that's right, they're paying all shipping, as they should). So whatever.


--Donnie