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Garmin support: we have a situation

Emile
over 2 years ago

I bought a 255s a few months ago, coming from a bug free Coros pace 2.
And the least I can say is how bad is the situation regarding Garmin support.

After several months of well documented bugs, they just released 14.08 release candidate. I was pretty eager to test it, but things quickly went wrong:

Thumbsup Looks like altitude auto-calibration is fixed (to be confirmed)
Thumbsdown New bug: No vibration on incoming call This one is infuriating
Thumbsdown New bug: No emoji in notification
Thumbsdown Old bug: Watch still disconnects BT while starting activities
Thumbsdown Old bug: Still unable to configure data screens via Android app

Garmin continues to push releases (like 13.15 & 13.21, the useless 13.23, and now 14.06 & 14.08) that:

  1. Do not fix crucial issues
  2. Bring new infuriating bugs
  3. Push final releases even though issues where notified during the beta process (I'm coming from the software industry, this is a huge red flag)

It is hard to be satisfied with this situation.
Despites the strong efforts from the users to give details about the bugs, to help with debugging sessions, video creations, etc.
What we get in return is:

  1. Endless "we need more info" from the support/product team
  2. No feedback and transparency from the support/product team
  3. New releases that do not fix bugs
  4. New releases that bring unrelated new bugs

Some significant change is probably needed here, people have been complaining for a long time, this is clearly killing the whole Garmin user experience Pray

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  • 0 over 2 years ago

    Well said. The lack of feedback is infuriating Confused

  • 0 over 2 years ago
    Emile said:
    a bug free Coros pace 2.

    Ahahahahahahaaaa!!!11

  • 0 over 2 years ago

    This morning i was running with a Forerunner 255 and epix. Both connected to a Polar heart rate monitor via ant+ connection. The 255 dropped out continuously, the epix held on fine. Resulting in a lower average heart rate on the Forerunner 255 (and less demanding workout for the same activity)

    Activities performed with the Forerunner 255 dont sync to the epix watch. Sleep tracking does sync from the 255 to the epix, but the nightly hrv registrations are missing. Fysio true up is a mess. I bought the lighter 255 just for Sleep tracking (and as a backup watch). 

  • 0 over 2 years ago in reply to global_local

    I don't get your reaction. Do you have such a different opinion that you really have to laugh loud?
    From my experience, Coros updates meant new features, not regressions.
    I never had dumb issues like no altitude auto-calibration or no incoming call vibration.
    I never said the Coros Pace 2 was perfect, but at least, it wasn't half broken.

  • 0 over 2 years ago

    The fact is that the problem about bluetooth and configuration of data screen via android app were all working fine before the 13.21 update, so it should not be that messy to fix, or at least give the user the possibility to downgrade the software..

  • 0 over 2 years ago

    100% true. And welcome to the Garmin world, it's been like this always.

    What puzzles me the most is the bugs regarding basic watch functionalities. They release a new software after which the watch counts wrong SPM or the HR sensor is messing up. Like come on, it looks like they didn't even test it on the watches. And as someone here said, if there is an update which messes up something for everyone, let us have the ability to downgrade.

  • 0 over 2 years ago in reply to hassan987

    It wasn't this way up until FR945 / Fenix 6

    To me it seems with FR945 LTE - Garmin made a new software customization team for forerunner watches. It might be the Vivoactive team, which works on a lower price point, so a lower cost dev team?

    This team seems to be really inexperienced/ technically lacking w.r.t. Forerunners

    The former team which worked on FR945 now seems to be working on Fenix etc.

  • 0 over 2 years ago in reply to hassan987

    I don't think so, before 255 I had 245 for 2 years. Same thing, but maybe it was not happening that often because there weren't so many updates if I remember right.

  • 0 over 2 years ago

    Yeah, I sent a report with a video for a backlight bug that can be very easily replicated (simply set the all your backlight settings during activity to off and open an activity), and a couple weeks later I was asked to resubmit it. It is still not fixed on 14.08.

    Seems like they need a new submission every time a new version is released? Their bug submission policy is obviously very flawed. Moderators should be allowed to verbally discuss bugs reported on the forum with the support team. 

    Obviously if the moderator cannot recreate the bug, then, and only then, should we go through this whole process of giving permission, uploading log files and creating videos. The structured repeats warmup bug was very easy to replicate, but still we still needed to jump through hoops to get it logged as a bug that needed fixxing.