Garmin's bad customer service!!

[Henley 1]

Please advise who at Garmin (anywhere in the world!) I can contact to communicate with in a sensible/logical way in order to try solve my problem. Their customer support system in Rosebank is practically non-existent: school boys sending FAQ and standard answers - completely clueless. I regret having gone the Garmin way!! My technical problem is simply this: the wrist HR monitor on my brand new FR945 gives ridiculous readings and whatever I tried does not work. (I realise that the wrist types are not as accurate as chest types, but this one reads easily 150% wrong.)

Question: should I not simply buy a chest type HRM and go old fashioned way?

 

[sub7]

Have you tried factory reset or checking for firmware updates through Garmin Express?

[slickjay007]

Are the HR readings only erratic if you start an activity?

Edited July 4, 2020 by slickjay007

[ChrisF]

Henley my Garmin FR35 is eratic during the start of exercise, as compared to a hart rate strap (both Garmin and Wahoo strapas)

 

During constant exercise it stabilize, and is typically 5bpm above or below the chest strap.

 

After a hard session I have to wash the sweat of my arm and clean the back of the watch .... if I dont the hart rate remains very eratic !

[GrantMcD1]

I had my Garmin VivoActive giving me erratic readings too. I physically went to the Rosebank offices and explained the issue, and told them I had compared the readings to a forerunner 235 as well as a Fenix5.

 

A week later they emailed back saying there was nothing wrong with the watch. I replied by insisting there is something wrong and they need to reset it or replace it.

 

They sent me back the watch a week later and it works perfectly, although they still maintain there was nothing wrong.

 

I suggest you go into the store and just put your foot down, they will sort it eventually.

Edited July 4, 2020 by GrantMcD1

[shaper]

Have had the 945 for almost a year and have had no problem woth the wrist HR.

 

Request to have it sent in and checked as it will still be under warranty.

[Reme Le Hane]

I guess i must have the perfect fit and tone as I have tested on numerous occasions and both my Garmin and my previous TomTom recorded readings identical to both the Garmin HR straps as well as whatever that clamps thing the doctor puts on your finger to measure.

 

There have been times when Any devices sensors go out of whack I know 2 friends who had altimeter issues on the 3 series who both sent theirs in and got new ones, one was out of warranty and only cost R1800.

[Showtime]

My 945 heart rate (the complete sensor hub actually) gave up early in May. After trying older and newer firmware versions it made no difference and I sent it back. Garmin confirmed it's a hardware fault and it would need to be replaced.

 

It's been a long wait because I have the bundle version but the replacement shipped this week.

 

Unrelated story but just to show it is possible for the hardware to be at fault.

[Showtime]

To answer your question that's why I buy from easybike. Great customer service and they deal with Garmin not me.

[Quagga]

Go to any garmin shop and get them to send the u it in and State your problem

 

Garmin will test it and replace if needed

[King_Crispy]

Try NavWorld. I want there yesterday because my heart rate strap wasn't working. They sorted me out in a few mins.

5 star service.

Highly recommend them

[CAAD4]

How did they sort you out? Repair or replace?

[Henley 1]

Thanks guys for all these responses – what we got used to on this forum!

Yes, factory reset, Express firmware updates, tried the lot. If only I could find one person – just one knowledgeable and supportive person – at Rosebank to talk to on the phone then he/she can hear all my issues, experiments I did, etc and advise whether to send back under warrantee or just buy a strap or whatever. I live in PE so can’t just go there. Thanx again

[King_Crispy]

How did they sort you out? Repair or replace?

He opened the strap and inserted the battery upside down, which resets the monitor. I searched Google and did h/w reset, hard and soft, stuffed around on it for over an hour. I was hoping to find someone at NavWorld who knows his stuff, and I was suitably impressed

[CAAD4]

He opened the strap and inserted the battery upside down, which resets the monitor. I searched Google and did h/w reset, hard and soft, stuffed around on it for over an hour. I was hoping to find someone at NavWorld who knows his stuff, and I was suitably impressed

Cool.????

[Henley 1]

NAV World Pretoria is something superb! I bought my 910 there and several others straps and stuffs over time. They are knowledgeable and helpful. regretting I did not buy it from them, but during lockdown level one they recommended that I go to Garmin Rosebank - never again!!!