Measurements diapearing from Garmin Connect

The data has indeed been restored! That's very nice :) I'll keep an eye out to see if the data stays put.

We have rolled out changes to Garmin Connect to hopefully resolve some of the other causes of weight metrics disappearing from Connect. Please continue to provide feedback here as we will continue to monitor and escalate this issue appropriately.

Also, some cleanup was done to restore previously missing weight entries in accounts that have been affected. If you are still missing previous days, please let us know within this thread.

As always, we appreciate your continued patience and thank you for all of the feedback.

I am writing to say thanks and to congratulate the Garmin team - here working on social / forum comms and monitoring, and in engineering and support – for this positive turnaround.

A skim through this forum would show you that I was very frustrated and became a bit of an agitator for appropriate attention to the frustration of fellow customers when and before this was 17 pages and over two hundred posts apparently being ignored.

I'd like to thank Patrick, the product support manager, who called me personally after I had written to the wider Garmin Group's VP communications and to the Head of Public Relations - I don't claim credit for breaking the logjam, as I know others were applying pressure and lobbying. Patrick was very open to focusing on a future where threads like this are used to engage with customers with issues with Garmin kit and to properly manage expectations. Thus far, since page 17 of this thread, this has been happening - time will tell if it continues. Which is a very good thing.

I, perhaps like others, was most frustrated not by the technical issue, but by the deafening silence and lack of engagement on it, coupled with what seemed to be a lack of coherent and coordinated internal communications between different support groups across the the world.

In my marketing communications career, I've learnt to respect the truism that helping and empathising customers with a problem (even when you've caused the problem) is a great way to build a loyal customer base – even if you can't fix the problem, people appreciate being heard and understood.

I asked Patrick to consider taking a message to his colleagues in engineering product development. It was my request (perhaps others agree or disagree) that across the Garmin fitness product range, while I appreciate the power and novelty and sometimes usefulness of new and evolving features in software updates, we could do with the balance being tipped more in favour of stability. If something is working well, please don't rush to change it. On the Fenix 5 range, for example, great new features keep coming, but the the updates frequently break something and have to be patched in beta or we have to wait for too long for stability. It feels like semi-permanent beta testing on the whole customer base. Having spent most of my career in the IT industry, I know software is never perfect and the likes of Microsoft and Apple have built empires out "release it now and fix it up later". But please, Garmin, once you get something stable, it be great if we could just use if for a while before it is "improved".

Thanks again for sorting out this issue out and for engaging.

+1 to the post above by DB00.

I couldn't agree more!

Thanks Garmin,

The data are looking much better. The extra datapoints that the watch generated are still showing though. Is it possible to get rid of these, please? I'm trying to lose weight at the moment and one of my charts uses a linear regression to show if i'm ahead or behind target. Having extra datapoints skews the results.

Also, could you implement a backup process so that the next time the website breaks our data are stored somewhere. Strava has a backup of all my runs in case there are issues with Garmin but I don't have anything similar for any of my other stats like weight steps

Thanks

Russell