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Serial number not exists. Fake watch?

I have a brand new FR 235. It's completelly functional (GPS, HR sensor, etc.) except for one thing: I can't connect to my smartphone or to my computer. The problem isn't software: I have another FR 235 that connects flawlessly to my computer and phone. In computer, when I try to add to Garmin Express, I get the error "Forerunner 235 - Serial Number: Unit ID: 39900...... - Can't add this device because our servers are unavailable at this moment". The smartphone finds the watch, prompts for the bluetooth security code, it connects, and when trying to sync then watch shows "Transfer failed", and Garmin Connect shows "Pairing error". I have contacted support by chat, we did a lot of things with no luck. The I continued investigating and found an strage thing: if I enter the serial number or the device ID at support page, it shows the error "We don't recognize that product"..... I tried with the serial and device ID of the other FR, and both were recognized flawlessly. Maybe the problem is the ID not found and Garmin servers? Is that possible? Can the watch be a fake product?

0 JoeD over 4 years ago

No, the Watch has lost it's Info in the Internal EEPROM Memory. Return it to the Shop where it was bought for Exchange.

0 FerT over 4 years ago in reply to JoeD

But the physical serial number (engraved at back of watch) is neither found at support page. Is that usual?

0 JoeD over 4 years ago in reply to FerT

Maybe It's better to get your money back on that One. And Buy from Another Shop.

0 tess over 4 years ago

If possible, call Garmin on the phone and give them your serial number. They'll be able to tell you it's status. I had one stolen a few years back, called Garmin and they took it out of the system so half of the features became useless for the thief.

0 FerT over 4 years ago in reply to tess

I'm afraid this may be a case like yours. The watch is new, in sealed box, but there is a problem with the serial not registered in the system. Today I contacted again with support and they escalated the issue.