Sports & Fitness Archive

Forerunner 645/645 M Backlight always slightly on

This discussion has been locked.

You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Backlight always slightly on

Former Member over 7 years ago

I'm having issues with the backlight always being slightly on when going to bed. When I hit the light button this obviously brightens up the screen, however even when backlight is "off" I'm still seeing some level of light on the face in a dark room. There doesn't seem to be any settings for fully off or backlight brightness.

My wife is a bit annoyed so I can't use it for sleep tracking until I can sort this out. Speaking to another garmin owner, this isn't and issue for other garmin users (Fenix 5s).

When the backlight is "off" it's still easily bright enough to read the time and cast some light on my pillow in a dark room. Can't notice it during the day though.

Anyone else having this issue?

see pics, camera doesn't pickup the brightness of "off" but you get the gist, off is definitely not "off" ciq.forums.garmin.com/.../1322105.jpg ciq.forums.garmin.com/.../1322106.jpg

0 Former Member over 7 years ago

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 got the same excuse on last support call with Garmin AU. I'm not sure I believe this otherwise it would be affecting all watches running latest version, unless there is a later version than 2.5 which was just released (Don't think so). It's clear that some watches are coming out of the factory without having this issue as per this forum.

If it's a software issue with a particular configuration of the settings in the watch, then tell us what the bad config is so we can adjust the settings...

0 Former Member over 7 years ago

Garmin-Joey
Hi, You replied to the problem with backlight slightly on. I would like to hear is that problem confirmed by Garmin and have you found root cause for it and when there will be update that fixes the problem. It's not funny to have 500€ watch that has worked nicely half an year and then this problem appears out of the blue. Hard reset is not helping anything. I've tried it twice already.

Two threads where this is being discussed:
https://forums.garmin.com/forum/on-the-trail/wrist-worn/fenix-5-5s/1331390-fenix-5s-backlight-always-slightly-on
https://forums.garmin.com/forum/into-sports/running/forerunner-645-645m/1322104-backlight-always-slightly-on'

Will there be fix available for that obvious software problem our should I send the watch back to manufactured by warranty?

0 Former Member over 7 years ago

The root cause to this issue is still under investigation. If you are interested in exchanging your device for a replacement, please reach out to us through our Product Support channels (phone, email, or chat).

0 Former Member over 7 years ago

It's not funny to have 500€ watch that has worked nicely half an year and then this problem appears out of the blue.

Didn't the first 645's ship to customers just a little over a month ago? How did you get ahold of one half a year ago?

0 Former Member over 7 years ago

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

Oh, man. I live in Melbourne and am really, really concerned. I am really, really struggling with my new Fenix5 and am seriously evaluating a 645. This post of yours inspires zero confidence. Also, note to self - I must always buy from a retailer and never direct from Garmin.

0 Former Member over 7 years ago

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.

Oh, crap!

0 Former Member over 7 years ago

Didn't the first 645's ship to customers just a little over a month ago? How did you get ahold of one half a year ago?

Having the problem with fenix 5S

0 Former Member over 7 years ago

Just a quick update, Garmin AUS finally agreed and created an RMA for my watch. Just mailed it back today (at my cost), now to see how this goes...

0 Former Member over 7 years ago

The root cause to this issue is still under investigation. If you are interested in exchanging your device for a replacement, please reach out to us through our Product Support channels (phone, email, or chat).

I'm slightly concerned by this as when I reached out to Garmin UK I was told it had been identified as a software issue that an update was being worked on to fix... or was I being fed a line? :rolleyes:

0 Former Member over 7 years ago

I apologize for any confusion on the part of our Product Support teams. This issue is still actively being investigated to determine the overall root cause. Devices that have been sent in for evaluation have been opened up and the backlight components are being looked at specifically.

I would encourage you to reach back out to the Product Support team and request an exchange.