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My new Fenix 6 Sapphire wont connect to any device

Former Member over 5 years ago

Hi!
Got my new Fenix 6 sapphire today but it wont connect to my phone or computer, also tested my girlfriends Iphone but no luck there either.
On my phone its starts to connecting with Garmin connect and I enter the 6-digit code but shortly after it fails.
I plugged it to my computer and though I maybe need to update the firmware but there is says the it cant connect to the servers.
I have restarted both my phone and garmin, factory reset my fenix, cleared cache on my samsung s10e and everything I found on Internet, it wont work.
Hope anyone can understand this English and could help.

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0 Former Member over 5 years ago

How is this not fixed yet? Does a company as big as Garmin not have 24/7 tech support?

0 Former Member over 5 years ago

News?? It’s unbelievable to launch a premium watch with a such big issue... I paid $900 for my F6 Sapphire and I’m currently using it as a regular watch, just to check hour lol

0 Former Member over 5 years ago

It would have been great to know this Friday. I spent way too much time screwing around, reinstalling, uninstalling, deleting things on my phone, resetting my watch, etc. attempting to troubleshoot and now I found out that it's a Garmin issue.

Thanks for wasting all of that time.

0 Former Member over 5 years ago in reply to Former Member

With an issue like this and a big company behind, I would expect an update now every couple of hours. So many users disappointed - think about your customer base!!

0 Former Member over 5 years ago in reply to Former Member

crazy situation...in the meantime i talked to a friend working for versant, a company offering databases for big companies like ericcson etc.. she told me ORACLE as biggest database provider is most likely dealing with garmin system...and jep... i goggled it, thats how it is...

she also told me, if versant encountered a problem in eg. ericcson database and their system didnt run anymore, they would have to attack the problem immediately and work all day and night (also on saturdays and sundays) in order to fix the problems ASAP.

so she was very surprised they still havent provided a hotfix and even havent comunicated with their customers so far even the problem occured at the weekend.

thats the worst customer support i have seen for a while!

0 Former Member over 5 years ago

So many troubles with my expensive Fenix 6 Pro... Connecting issues, ski activity issues, what will be next?! I suppose we all are beta users for Garmin!

0 Former Member over 5 years ago

Same here - super frustrating since I just dropped 800 plus dollars on it - thank goodness REI has a 90 day return policy, will give Garmin a few days to resolve, after that...

0 Rash over 5 years ago in reply to Garmin - Chris

Hi Chris - do you have an ETA when this will be fixed. At the moment I have a very expensive watch that I cannot use. How will we know when the issue is resolved? Thanks

0 Former Member over 5 years ago

Come on guys. That problem came up on Friday. It is not life critical or stops production lines. It only stops pairing our watches with our phones. Only a hand full of people have this problem.

For sure no one will work on this over the weekend.

0 Former Member over 5 years ago in reply to Former Member

I’d beg to differ - each return results in 800-1000 in lost revenue per unit for Garmin, the longer this continues, the more lost revenue is incurred - people who purchase this watch within the refund window have a high probability of returning (as few will tolerate spending $1000 on a defective item if given the choice to not purchase at all...) - it’s in Garmins best interest to resolve (even I myself just purchased the Sapphire and have 90 days to return still - and am debating going back to Suunto...)