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Can I return my watch under warranty? (Pairing issue)

tigamilla
over 4 years ago

I'm getting very frustrated with the watch and now considering it to be broken. I have followed every guide and manual on the internet and can't get it to do a very basic thing ... Pair to my phone!! This started after the embarrassing hack, worked for a bit then has got bad again after the update to 5.0.

I have now even reset all settings to factory without wiping activities or music and it still refuses to pair. This is a major major pain in the a$$ having to put it back to how it was. It's extremely frustrating when you end up wasting time because of others incompetence (yes it is incompetent to make software that doesn't run with your expensive hardware after you allow yourself to get hacked then release updates that screw things up). Almost as bad as Fitbit soon. 

I have had the watch 13 months. I believe that UK warranty is 2 years. This is surely enough reason to consider it borked and get a replacement / repair? 

What's the procedure for the UK? The Garmin twitter team have been 100% useless, and I certainly expect better for the nearly £600 I paid last year. 

  • 0 over 4 years ago

    Sorry for your loss. Contact the retailer from whence you purchased and/or Garmin Support

  • 0 over 4 years ago

    have you removed the watch from the phone's bluetooth? if it's still there - and you have reset the watch, it definitely won't pair. use this hint only if you want to keep the watch ;-)

  • 0 over 4 years ago

    You haven't said what phone you use, which might be relevant.

    The hack didn't affect connectivity between phones and devices. All local notifications continued to work. I don't think FW 5.0 caused a particular issue either, otherwise this forum would be full of people reporting the same.

    You need a way to narrow it down to either the phone or the watch causing the issue. Easiest would be to try to pair it to another phone, preferably with a fresh GCM set-up.

    If you determine the watch is at fault, contact Garmin UK by phone to get an RMA. Twitter is probably manned by their social media department, they won't be able to help you with a warranty return.

  • 0 over 4 years ago in reply to tsofron

    Yes, one of the first things I did. I spent another hour last night don't multiple restarts of the phone and the watch and its finally connected but took 8 hours to finish syncing(!) 

  • 0 over 4 years ago in reply to CloggyAbroad

    It's a Huawei P30 Pro and during the hack no communication between the phone and watch worked for me, nothing at all (I think it all tries on a connection to the server), it also wouldn't sync via WiFi.

    After much trial and error and multiple restarts it is now connected to my phone although it took about 8 hours to sync 4 days of data which seems a bit much. However, I now have the ardous task of getting the watch screens etc back to how they were.

    I will try it with another phone to be fair, but the Huawei Bluetooth is the best I've ever used with regard to speed and fuss free connectivity to other devices. So I suspect the Garmin is at fault. 

  • 0 over 4 years ago in reply to tigamilla

    When you say Huawei alarm bells start to ring. There is a long history of that brand having connection issues with Garmin devices. I would try it with another brand phone first before assuming the watch is faulty.

  • 0 over 4 years ago in reply to CloggyAbroad

    I have a Huawei Mate 20 Pro and zero problems. Great phone. No complains about Huawei at all. My FR945 synchonizes OK too. I think the brand of the phone is not the cause of the trouble, may be some bad configuration, some app interfering... 

  • 0 over 4 years ago in reply to tigamilla

    that means that you haven't deleted any of the stored fit files on the watch - it's always good to connect the watch to the pc and transfer (or delete) the activity files - i do that a couple of times per week; you might have 4 days of unsynced data, but many more saved activities and most probably everything got 'synced' again

  • 0 over 4 years ago

    1 important question. 

    Can you pair using another phone?