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Garmin Support

PUFFOLINO
over 2 years ago

So we can read that many - but not all - issues have been fixed by releasing firmware 12.23...

...what a brilliant idea to lock the thread with a list of all (some still present) anomalies.

...no wonder there's no feedback which issues Garmin could reproduce already, if more information is needed, which won't be seen as bugs, which will be fixed soon, etc.

I don't understand the support strategy of Garmin and I've never seen a company acting similar. I am reporting bugs to Garmin for decades and in earlier days a technical communication took place with good results (most of the time). Actually, I forwarded three bugs of the FR955 (july 6th), first I got totally wrong answers (end of july), next I was asked to do screenshots (august), next I should create videos and was also toldthat all these things aren't bugs (2 weeks ago), nobody seems to be interested in solving problems now (of course I never got an answer if anyone has watched my video).

  • 0 over 2 years ago

    Which of the issues have you reported, that Garmin later claimed as not bugs?

  • 0 over 2 years ago

    As long as my battery doesn't drain 45% overnight I'm happy 

  • 0 over 2 years ago in reply to ethcz

    I found atound ten issues, and forwarded five of them to Garmin. I've received six mails or so in two months, most of them with links to useless instructions or wrong information. Seems that the support team doesn't have time to read the mails, especially what a colleague has answered before.

    One example of the issues I've reported to Garmin is zooming during activities which shows a blue screen when pressing the "up" button for zooming in, I sent screenshots, gave them step by step instructions to reproduce the error but got the answer that the behaviour is normal , works as intended and is not seen as a bug.

    I made a video which I was asked to do before, no response.

    This specific behaviour I am talking about seems to has gone (12.23) - did only a single activity for now, but didn't see this "non-bug" during this first test. So maybe the new (changed) behaviour has to be called a bug now ;-)

  • 0 over 2 years ago in reply to PUFFOLINO

    OK, I see your frustration.


    I have also an experience (back in 2017) with getting useless instruction for an obvious bug, which (as later turned out) at that time was known to Garmin already and they even had a new fw with a bugfix nearly finished. I was even asking, if they knew about that bug and could reproduce it. Very unprofessional. Luckily no such communication this time. 

    Unfortunately, Garmin is a big corporation with all its disadvantages. One has to be patient and report issues accurately, factually and repeatedly. But suppressing the anger is often very hard. 

    As there are many people, who are satisfied with a buggy product ("As long as my battery doesn't drain 45% overnight I'm happy"), Garmin maybe does not see bugfixing as a priority. :( The users should give proper feedback. Just my opinion.

  • 0 over 2 years ago

    Garmin asked me to post a video when I already did post a photo.

    I can't be bothered to send the video.

    Just use the watch and try it for yourself. You can easily replicate it.

  • 0 over 2 years ago in reply to DPSK

    OK, let's be fair a little.. Requesting a video might have a reason. It is self-explanatory and the users might not be always fair and trustworthy in reporting bugs (I am not pointing at anyone! Just a general note). Also it might not be so easy to reproduce the issue at different device, although you might experience it every time. There might be something on the video, that you didn't notice, but Garmin does... Any little detail may help in troubleshooting. I am OK with that, even it is little bit annoying..

    Part of my work is dealing with issues in a similar field and there is nothing worse than a poorly communicative bug reporter.  Try to see it from the other side.

  • 0 over 2 years ago in reply to ethcz

    I I edited my post as I wasn't clear earlier.

    I already shown a photo. So there isn't any need for a video.

  • 0 over 2 years ago

    Some things may have been fixed, but a bigger issue was created in the process. Now the heart rate zones and subsequent training effect post workout are completely out of sync. This renders the device useless and not worth the money for the majority of customers. I've seen no indication that this issue is even being addressed by garmin.