This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Estimated time to response - Engineering ticket

SupayIwia7
1 month ago

Does anyone know how long it takes for engineering to get to a ticket Submitted a ticket + report last week and no one has gotten back to me.

Re: Unit does not connect to any sensors after coming out of sleep mode. Only way to connect is to restart unit.

Top Replies

  • 1 month ago +1 verified

     In terms of response to general support inquiries, this will either be immediate/based on queues for calls and emails, and we aim to respond to emails with in 72 hours. The latter timeline can…

All Replies

  • 0 1 month ago

    the same issued with me yesterday and submitted report too. But in my case the Edge also became fully unresponsive. 

  • 0 1 month ago

    Calling support is the recommended method.

  • 0 1 month ago

    If you get a solution, please post. I've had this issue for a couple months or so (posted here a while back) . All sensors are garmin. 

  • 0 1 month ago

    Had the same problem today with my edge1050 with firmware 28.20. Had to shutdown device and turn on to start working again, please fix this once and for all please

  • +1 1 month ago

     In terms of response to general support inquiries, this will either be immediate/based on queues for calls and emails, and we aim to respond to emails with in 72 hours. The latter timeline can sometimes shift depending on contact volume and location, but that is our general goal . 

    When it comes to open tickets that are being investigated, we do not have a scheduled interval for updates, and there is no set timeline. There are numerous reasons for this, but we will update users who are on a given ticket whenever a substantial update is available, or if there is more information needed to add the investigation. 

    There is no set interval for a support associate to follow up with a message saying "We are still working on this, thank you for your patience.", but you will be notified when one of the above examples applies or when a resolution has been found.