Backlight always slightly on

I just bought mine (non music variant) today and unfortunately it has the same issue.

Edit: I just returned mine to be replaced. Hopefully the new one will be problem free.

I noticed the same thing this morning, reluctant to send back as I've just sold my F3 and don't want to be without a unit.

This issue is being investigated and as MegLyn86 indicated, we are investigating these reports and have requested that devices come in for investigation.

Couple other follow up questions to confirm a few things:

Do/did you always see the glow? Was there ever a time you didn't?
If you start an activity, in the dark, and then press the light button to turn off the backlight do you still see it glow?

The backlight is always slightly on (if you are in a dark room, you don't notice it in daylight). It has always been this way (it has never gone fully off)

If you start an activity, in the dark, and then press the light button to turn off the backlight do you still see it glow?
---> Yes when running at night the backlight is always slightly on, and becomes brighter when I move my wrist to look at the watch.

Well given the acknowledgement of Garmin that this is a legit issue, both on this forum and on my calls with support, I'm appalled that I was told by Garmin support in Australia that I can't do a standard RMA / return and replacement.

Instead I'm forced to jump through multiple hoops /support and escalation procedures involving sending a bunch of diagnostic information first .(And having to wait on hold for 30 minutes for every iteration of information provided!). Add to that the questionable security procedures of requiring all support users to reset their garmin connect password to a very insecure shared default password so that garmin can log in to your account. (Doesn't Garmin have any decent back office software to deal with this, crazy!!!!)

I was also told by Garmin support that a "replacement wouldn't fix the issue, as it's a software issue and any replacement device would have the same issue". Even after I pointed the support person to this forum where clearly Garmin is replacing watches and the problem is resolved, they still flatly refused to give any other advice other than I need to wait for a software update, and they had no date when that software update was going to be available.

If I have had purchased this in a store, I could walk and an get a replacement on the spot. Garmin should be treating it's direct customers better than indirect, so it's surprising that they are flat out refusing to accept a return.

Maybe Garmin shouldn't be direct selling to customers if they can't give appropriate customer service. Support also need to read up on Australian consumer laws.

https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

And their own policy for returns. (eg just call support and get an RMA)

http://www.garmin.com/en-AU/shop/returns-refunds

My replacement watch arrived. It does not have the backlight problem the original one had.

Well given the acknowledgement of Garmin that this is a legit issue, both on this forum and on my calls with support, I'm appalled that I was told by Garmin support in Australia that I can't do a standard RMA / return and replacement.

Yep i agree. Garmin Australia support is REALLY bad. This is contrasted by Garmin support in the US which is awesome. And i find the forums here really helpful and appreciate Garmin reps. contributing and genuinely trying to help.

I had one situation a few years back where Garmin AU refused to help because i didn't have the original receipt. End of story, no ifs or buts. The watch was given to me as a gift when i lived in the US and it was long enough ago that the family member who bought it had long lost the receipt. Garmin US easily identified the device manufacture date and its shipping history, matched this to my registration of it in the timeline and then extensive usage with activities (and my long history on Garmin Connect with other watches, so i wasn't just some random person who might have stolen it). They had no issue honouring the warranty, but the replacement had to be done locally in Australia since that's where i now lived. It took a senior support person at Garmin US to contact Australian support behind the scenes and vouch for me and tell them what to do.

It felt pretty terrible to be treated that way by Garmin AU (plus the waiting in phone queues, having to give the same explanation every time i called, etc). On top of the fact that it was their product that was faulty and so a PITA for me to have to replace in the first place (they weren't doing me a favour by honouring the warranty!). Contrasted by how impressed i was with Garmin US who were really friendly and helpful, and went in to bat for me above and beyond what customer service usually has to do.

So yeah, avoid Garmin AU at all costs. Sadly.

I contacted Garmin today about possibly sending mine back. Apparently they have identified it as a software issue and are working on a fix so I'll hold off for now in the hopes that another update comes out soon.

I contacted Garmin today about possibly sending mine back. Apparently they have identified it as a software issue and are working on a fix so I'll hold off for now in the hopes that another update comes out soon.

That's what I was hoping to hear - thanks for posting

I contacted Garmin today about possibly sending mine back. Apparently they have identified it as a software issue and are working on a fix so I'll hold off for now in the hopes that another update comes out soon.

My wife has had fenix 5s from Aug 2017. It worked normally until about mid March 2018. Then out of the blue - there appeared exactly same problem: the backlight is slightly always on.
It sounds good if there will be software update that fixes the problem from fenix 5S as well.
I have fenix 5X myself with the same software version as my wife has in her 5S (8.00 (69dc7dd)) without that problem.

Thanks for the added information and for sending in your device.

I hope Garmin will confirm the case and give estimated update delivery time here soon.