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Back button issue? 2 new watches broken watches in 24 hours

Fat Tony
over 2 years ago

I've just upgraded from the original Venu to the Epix 2 sapphire. Within 24 hours, the back button on the watch stopped working. I waited a few hours and did everything on the garmin website for help with buttons not working. I reset the watch (as suggested on the support articles) and it sent my watch in to a boot loop (same as this issue here                           Garmin Epix stuck in Reset default settings loop           ).

I contacted garmin support and they have swapped it for a new one. My new one came yesterday and today, 24 hours after unboxing, the back button has stopped working. I haven't reset because I don't want to end up in the boot loop as I can still use it for the weekend (it's Friday night). 

For context the back button feels absolutely fine without anything stuck and it moves and feels exactly as it did before and just like the other buttons.

Has anyone else had this same issue? Surely I can't be this unlucky or the only one to have this issue? 

I will contact garmin support on Monday after the weekend for further advice. Just trying to see if this is a known issue and if there is a fix.

Any advice will be greatly appreciated.

  • 0 over 1 year ago

    Same issue here I'm afraid. Nothing new to add really that hasn't been said by others. Bought EpixGen2 in December '23, 4 weeks later the watch started acting as though the Back button was constantly pressed down, and wouldn't respond to any presses. I restarted and get stuck in the boot-up loop, so advise against that! Garmin replaced the device no problem. New device has lasted 3 weeks before the same issue. I do a lot of pool swimming which people seem to think could be contributing, so going to do a few cleaning cycles to try and remove anything that has built up inside. Very unimpressed from what is supposed to be a flagship Garmin model, if I cant fix it I'll get it replaced again, sell it and consider other options - potentially other brands!

  • 0 over 1 year ago

    I received information from the Polish support that the issue with the buttons in the Epix 2 sapphire has been fixed at the production level in newer batches - they suggested exchanging it for a newer batch <I immediately told them that I intend to swim almost every day. >. I am currently awaiting the shipment. I had a problem with the DOWN button; it was two-stage, light, loose, and didn't click properly, sometimes failing to register a complete press. The watch was newly purchased (the replacement will, of course, be brand new, not refurbished). Brilliant customer service.

  • 0 over 1 year ago in reply to mvny

    Please let us know how it goes. Thank you. 

  • 0 over 1 year ago in reply to mvny

    I do not believe that it will make significant difference. Fenix 7 Pro and Epix Pro were released almost a year and a half after Fenix 7 and Epix were released, but users have reported button failures after using Fenix 7 Pro and Epix Pro watches in water. And I do not believe that Fenix 7/Epix have better buttons than Fenix 7 Pro / Epix Pro.

  • 0 over 1 year ago in reply to Ash

    just to give my 2 cents and to take you up on your advice. My first Epix gen 2 (standard edition) had back button problem after 10 days of use but after first in water use (10 mins of cold bath in river) - just two or three clicks of a button. After restart it went into a startup loop. I've sent it back and recived a brand new one. After 7 days of use and again after a first in water use down button stopped working (again cold dipping in 10 degrees celsius river for 15 min - i had to test it so i clicked the buttons couple of times). 

    Will be returning the watch for a full refund. At first i did not belive this possible, but looks like it is a serious manufacturing issue. 

  • +1 over 1 year ago in reply to 9513779

    I am sorry to hear you are having button issues on the watch. For this, I would recommend the following steps: 

    • Ensure the watch software is up to date with the latest version using Garmin Express. 
    • Try cleaning the button with these steps: 

      1. Fill a small bowl with lukewarm fresh water.

      2. Place the watch in the bowl and allow to soak for 10 minutes.

      3. Remove the watch from the bowl and rinse thoroughly under a low-pressure faucet.

      4. Shake the excess water from the watch and allow it to air dry completely.

    If the issue continues, I would recommend contact Garmin Product Support. 

  • 0 over 1 year ago in reply to BeauGeste

    they actually sent me a new piece of equipment, the serial number is a few thousand larger and every button works perfectly

  • 0 over 1 year ago

    Exactly the same issue for me. Bought Epic Gen 2 late 2023, worked brilliant for 4 months of running, riding etc. Went to Portugal on surf trip, water was 13 degrees, after I got out watch kept vibrating and going back to last app which was hot ey for back, I had spotify on app. I then reset the watch and it got stuck in the reboot loop. After days of trying to hard reset the watch I finally got it reset and it rebooted. Started from scratch again didnt install any apps and within a few hours back button stopped working again.

    I have been for a couple of surf's in Australia but water temp was much warmer and the watch was fine. Seems related to surfing in cold water as per a bunch of other comments. I have cleaned in warm water and updated and doesnt work so I will now contact Garmin Suppor tto replace the watch. I hate the idea of not being able to surf with the watch it seems pretty ridiculous a solution tbh.

  • 0 over 1 year ago

    Update: my *fourth* watch is now starting to fail in the same way.

    The first three went in one or two weeks, three at the most.  The fourth has lasted a year.  The first three I got from my local REI, but the fourth I got directly from Garmin support, since I figured REI might have got a bad batch.  Still, a year is a very poor lifespan for a $1,000 watch.  I think most people would be disappointed if a $25 watch failed after a year.  The experience has completely destroyed the value of the Garmin brand in my mind (and I've owned plenty of watches from them that did not fail).

    I'm amazed Garmin hasn't organized a broad product recall for a device that is clearly of such poor quality. 

  • 0 over 1 year ago

    So, to anyone in this forum. What is causing this issue? Just swimming?