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Fenix 5 plus bought in China not reading chinese

Hi Chris/Garmin,

Just continuing the thread we had last week as the thread was closed. As I mentioned before, I bought my Fenix 5 plus a while ago in Mainland China without knowing it was locked against chinese characters. Back then I thought I could just install the language package when needed . I had no way to know it was a restriction from factory and that I had to actually exchange my product. Now the retailer it's denying any support to my problem.

So my prompt is the following, I got a $700 wearable not able to read the language of the country where it was bought. Can you please advise what is the best way to escalate this issue. I really need help from Garmin to solve my problem.

Thanks in advance

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+1 Garmin - Chris over 3 years ago

I am sorry you had a bad vendor experience in China.

You have two options:

1) Return your watch to where you purchased it. They sold you the wrong region and should not have even had the wrong region.

2) Reach out to Garmin Product Support in China and request they exchange your watch to the China version.

Please note: If you are no longer in mainland China, other countries do not have the APAC watches. If you are now in the United States, our North America HQ does not have an APAC version watch. These two options given to you in the other thread that was locked, remain the same. I am sorry you do not have other options.

0 4122952 over 3 years ago

Hi Chris,

Is it possible to get an official answer from Garmin Support for option 2). I called Garmin Support in China and they said all the after sales is done by JD.com (3rd party re-seller).

Appreciate your help!

0 Garmin - Chris over 3 years ago in reply to 4122952

As long as you called the official China Garmin Product Support with the link provided, please trust their information given as accurate. This means they support features, functionality, general questions etc but are instructed to refer you to the authorized third party vendor for an exchange request.

0 4122952 over 3 years ago in reply to Garmin - Chris

Hi Chris, I called Garmin product support in China and they said they are free to sell any type of watches regardless they belong to APAC/China region. I did mentioned our discussion and they requested an email proof. Do you think I can get that?

Thanks once again.

0 Garmin - Chris over 3 years ago in reply to 4122952

I am sending you a Private Message. I will be happy to help.