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Can we sign petition to Garmin's CEO about worst software developers?!

Sup4you
over 4 years ago

Hello fellows!

I am a member of a club of dissatisfied customers who bought Garmin watch and surprised how many bugs in firmware and software. After several Garmin support advises and answers I have been understood that their software developers very far from real customers needs. And they didn't do anything accept giving very unprofessional advises. I ask to all of us about prepare petition to the CEO's name about terrible state in software development department and competition of customer support who can recommend to surfer to keep hand far from water during surfing activity! 

  • 0 over 4 years ago

    Petition won't help you. If you disike the product, get a refund, or sell it, and buy a brand better meeting your needs.

  • Former Member
    0 Former Member over 4 years ago in reply to trux

    I'll disagree with trux. You can very well start a petition.  The key to having a response is the legitimacy of the complaint and the number of people people who sign on.  Many CEO's are concerned about their products and will definitely take action if warranted.  The "if you don't like it, move on" answer is just nonsense if you have a legitimate case.  You'll know if it's worth pursuing by how many respond and not by one person's opinion.  On a personal note, based on what you wrote with very little detail, I would not sign on.  You'll want to provide some specifics. 

  • 0 over 4 years ago in reply to Former Member

    I did not tell it is not legitimate, I wrote it won't bring him anywhere, and definitely not any soon. Seeing the number of surfers here on the forum, and seeing noone has answered here, it will be rather a personal letter than a petition. That's not necessarilly a problem. but the problem is that Garmin Developers failed with the integration of the surfing features not intentionally, but either because they have no sufficient capacities or no capabilities to do it right. That means that if you start a petition, wait whether it is accepted, and then wait till Garmin employs new developers, you just lose precious time. You just lose the possibiity to get the refund, or to sell the watch for a reasonable price. If you act now, and buy a product working correctly instead of the Instinct Solar Surf, you can enjoy a working product immediately. And if you like the Instinct (besides the non-working Surf features), you can always buy it later again, when the bugs are ironed out.

  • Former Member
    0 Former Member over 4 years ago in reply to trux
    trux said:
    I did not tell it is not legitimate

    No one accused you of saying so.

    trux said:
    seeing noone has answered here

    You were the first to reply.  You had no way of knowing how many people would reply.

    trux said:
    That means that if you start a petition, wait whether it is accepted,

    Accepted?  You write a letter and provide a link. 

    trux said:
    then wait till Garmin employs new developers,

    New employees?  You can simply discuss this with the development team and change the direction they're currently moving in. You can replace the lead.  Or you bring someone in who's currently working on another Garmin project. There are many options before hiring new employees.

    trux said:
    you just lose precious time. You just lose the possibiity to get the refund, or to sell the watch for a reasonable price

    Since you have no idea what or if any action is taken, you can't possibly know how long it would take.  Stop posting as if you have all the answers when you can't possibly know the what will happen. 

  • 0 over 4 years ago in reply to Former Member

    It was my friendly advice how to solve the situation quickly. If the user prefers starting a petition and waiting for the outcome, he'll do it anyway. Not necessary to resort to personal attacks every time you have a different opinion.

  • +1 over 4 years ago

    How To Create Change If You Are Unhappy With Your Instinct series Watch

    I am sorry to hear you are unhappy with your Instinct watch.

    You mentioned speaking with Product Support and you have stated your experience was being given "unprofessional advice." I was not personally part of those conversations so I do not know what was discussed, but if you are genuinely unhappy with your Instinct watch, you have many options:

    In all my years of experience with Garmin, the best results to create change come directly from reporting what you are unhappy about your Instinct watch directly to Product Support.

    There are several things that are a direct result of speaking with Product Support:

    1. We hold weekly meetings and discuss customer comments and trends.
    2. We create 'customer experience' cases to track how many worldwide Instinct owners are requesting a specific improvement. The Instinct series watches have been successful above and beyond predictions. If what you are requesting is legitimately popular, and customers are taking the time to report their request to us, our engineers will add that feature either into our current generation Instinct watches or into the Instinct 2 series. (Instinct 2 series - assuming we create an Instinct 2 series and make an announcement.)
    3. If you have a bug being experienced, we create a case for you and add other customers reporting the same bug. The case goes directly to our Instinct engineers and they fix the bug as quickly as possible

    The reason a petition is the slowest way to create change, it takes a lot of time. The time can be used by working directly with product support so we can help you create the change you are looking to experience with your Instinct.

    For example, if we either create a customer bug case or a customer experience case to add a new feature, you can get that started. You can then have all members of your club that are unhappy and want change contact Product Support and reference that case. You can provide them the case you had created on your Garmin customer account and when they call Product Support, email, or use chat support to speak with us, they can request being added to the case.

    Please note: if your issue is a bug or issue with your current updated version of the Instinct software, Product Support will request specific examples and information from everyone in your club that reaches out to us.  We need to provide examples to our engineers that will replicate the bug and will resolve the bug.

  • Former Member
    0 Former Member over 4 years ago in reply to trux
    trux said:
    Petition won't help you. If you disike the product, get a refund, or sell it, and buy a brand better meeting your needs.
    trux said:
    It was my friendly advice how to solve the situation quickly

    That was friendly advice?

    trux said:
    Not necessary to resort to personal attacks every time you have a different opinion

    Stating facts are not personal attacks.  Enjoy the rest of your day trux. 

  • 0 over 4 years ago in reply to Garmin - Chris

    Hello Chris.

    Thanks for giving algorithms that never works. My statement base on my own experience of communicating with support and some research in the internet forums. Maybe you will wondering of how many people disappointed of your support. Let me share what all owners of Instinct watches from all around the world bagging to add in Garmin Connect App indication of remain battery %. But instead of this very needful option your software designers offer to us to draw and add to Instinct watch screen one bit draw 44x44 pixels... Does this help us to understand how much battery I do have? This is a question about working time efficiency of your coding team. I guess they have a very good salary and they really solved all bugs in firmware and software and decided to make some  "Easter cookie" for all of us! Thanks, but I still believe that there is many actual problems still exist that is more important than one bit 44x44 pixels draw! This is my vision how efficient is communication between support and developers. There is SO MANY improvements was issued by community before that I wouldn't add any more. In conclusion I want to say that better for you to focus on really annoying bugs and fix it instead of wasting time on some minor "decoration" that isn't urgent. Don't forget that all your customers have a right to get what they are paid for. Price range for Garmin devices isn't cheap. For this money I want to have user friendly software and bug free firmware what I don't have now in fact. So sad to wright this but If you not support your customers' needs, we will not support you.