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Garmin Staff - please join the discussion

I raised a support call with Garmin inconsistant resting HR between watch, smartphone app and web app. Its been discussed by several people on here.

I linked them to the original thread where this was discussed in some detail, and also told them they could see it clearly if they looked at my Garmin connect accounts. I requested quite specifically that I'd given a decent level of detail and wouldn't appreciate a stock answer about hard reseting or upgrading firmware.

They took a week to reply, and requested screenshots. I send them.

They then took another week, to reply with a stock email saying my issue could be fixed in one of 2 ways. Hard reset and upgrading firmware.

Complete waste of time.

So my question now is, why dont Garmin use these forums as an official support forum? They clearly aren't using any joined up thought or process in their official support teams. There are a lot of intelligent and knowledgable people on here, who often solve people's queries far quicker and more efficiantly that garmin support.

Why not have the senior technicians at Garmin respond to threads here in an official capacity. It would go a long way towards reasuring customers that things are being worked on than the current shambles that is Garmin support.

I dont understand why this couldn't be an option. I have seen it done once before with Talktalk in the UK. Despite the reputation they have for poor customer service, it was the quickest and most effective way to get technical issues sorted and worked really well.

0 Former Member over 9 years ago

Whilst there's been an ever so slight increase in presence by Garmin Reps on here since I joined the forum, they simply don't do much other than say "Garmin is aware of the issue and is working on it". I'd rather they not be here than offer generic responses and empty promises. They're only here as a formality.

When i first got the watch, I had gone through the same time wasting process with support as you had but to no effect. Multiple calls, emails, tickets etc etc. Nothing ever came of it. "Perform a hard reset" was their favourite go to response.

I actually think the watch firmare is in much worse shape that when it was first released. It's just broken. Original issues have never been properly resolved and with each firware update, they break something else. It's a mess!

The simple answer to your question is that Garmin simply don't care about existing customers or products anymore. They have changed their business model in recent years from producing quality products and software to churning out mediocre product after mediocre product and just market the crap out of them and their many half-implemented features.

I've given up on them.

0 Former Member over 9 years ago

I start every email or phone call to support that I've already restarted my 235, did a hard reset and updated to the latest firmware in hopes that we can continue to the next step. It never fails. Every correspondence with Garmin support then starts off with "Did you restart/reset your 235 and are you on the latest firmware?" It takes everything I have not to snap when I ask them if they read or heard a single word I said. It's like talking to a wall. As HaniC stated, I also believe Garmin no longer cares. Either that or they've hired the most incompetent support staff on the face of the earth. For those of you that will post a rebuttal to my comments; you are the exception to the rule, not the norm. The best we can do right now is accept the fact that the 235 is going to be what it is, (most likely worse after the next update), and start looking for another device that will perform better. It's only a matter of time before someone will come out with a watch with the same features as the 235 that actually works.