Garmin: You don’t know what you are talking about, you are just a consumer! Jim: For the third time in 3 years I find out I was right. Garmin: no, we are not wrong therefore you are not right.
Posted: September 19, 2018 Filed under: Uncategorized | Tags: Edge 100, Garmin, Garmin Edge 1000, Garmin Support, Garmin Tech Support, Synch, Update Leave a commentGarmin updates are messing up their products. When that happens, their tech support says it is your fault or if out of warranty, broke. No specific instance of buy another one, but what else can you do?
Below is the latest email message trail with Garmin Tech Support. The problem started when my Garmin Edge 1000 could not be found by my computer. Information was downloading by Wi-Fi but I could not get my Garmin to work.
In the process of working on my Edge 1000 to get it to work again, I did two factory resets. I did a boot block. Each time you have to sit down with your Garmin and re-enter all the information and hook up all your sensors, etc. I have four different bikes I use my Garmin with.
I took my Edge 1000 to 2018 Summer @OutdoorRetailer and had the people at the Garmin booth try and get my Edge 1000 to work. No luck.
As you can see from the last email, Garmin Tech Support determined that the pins on my Edge 1000 were busted and my Garmin was sort of dead.
I went for a ride 2 days ago and to recharge the battery hooked it up to my computer again. While looking for a file on my computer I noticed my Garmin Edge 1000 was there, another drive.
I clicked on Garmin Express, the software that links to your Garmin product so you can sync, upload or download info. My Edge 1000 was there and it synched.
Here is the email conversation with Garmin
Hi Jim,
The port on the back of the Edge should have four pins, two for power and two for data. Most likely the data pins are damaged. If you have any other questions or require further support please do not hesitate to let us know or visit our support center (https://support.garmin.com/en-US/).
US: 1.888.442.7646 Canada: 1-866-429-9296 Monday through Friday, 7AM to 7PM. Central Standard Time. Closed Holidays.
Thank you for choosing Garmin,
>> Sent: 24/07/2018 08:12
I appreciate the offer but my edge is way too old and has been replaced once already.
What I find confusing is it can be charged. It just can’t be found? That is a connection issue?
Slow to respond because I’m at the outdoor retailer tradeshow. I’ll see the Garmin sales team today.
More later.
THANKS
Jim
From: Product.Support@garmin.com <Product.Support@garmin.com>
Hello Jim,
>> I am sorry about the issues you are having today. I would be happy to work with you towards a resolution today. It seems like the port on the back of the device is damaged. Does the port on the back of the device look damaged or corroded? We suggest cleaning it out with something like canned air if you haven’t yet. If this doesn’t resolve your issue your device may need to be exchanged.
• What is the serial number for your Edge? It is located on the back, underneath the weather cap.
• How long have you had the device?
o For more information about our warranty policies, please visit: https://www.garmin.com/en-US/legal/consumer-limited-warranty
Once we have the above information we will be able to provide further support. If you have any other questions or require further support please do not hesitate to let us know or visit our support center (https://support.garmin.com/en-US/).
>> US: 1.888.442.7646 Canada: 1-866-429-9296 Monday through Friday, 7AM to 7PM. Central Standard Time. Closed Holidays.
Thank you for choosing Garmin,
>> Original Message …
>> >> From: jhmoss@gmail.com
>> >> To: Product.Support@garmin.com
Three computers do not recognize my edge 1000. All have Garmin Express. All know I have an Edge 1000 and ate least one other product. None of them can find my edge 1000. I have tried different USB cables, I have tried using USB hubs and plugging directly into a computer USB port. I have rebooted the computer. the Edge 1000 was just factor reset also and it is still not recognized. It is currently plugged into the original computer I have used for the past 3 years to recognize it and it is “searching.” I let it search for 24 hours. Unplug, go for a ride and plug back in.
I also cannot set up the WIFI in the Edge 1000 because of this.
Jim Moss
On Tue, Mar 24, 2015 at 11:31 PM, James H. (Jim) Moss <jhmoss@gmail.com> wrote:
Did a full factory reset and it still is not being found.
Tried my third cable. Still not being found.
Restarted my computer, still not found.
By the way, I rarely use Garmin for anything Map my Rides and Ride with GPS and they still cannot find the Edge 1000 or my Fenix 2. Nor is windows explorer finding them.
I’m also getting error messages that the communicator plug in is not working.
I have tried switching to different USB ports, 3.0 and 2.0 working from hubs or directly to the computer and still nothing. I just started getting Unknown USB Device messages when I just switched USB ports again.
Garmin Connect did find my Garmin Memory card just now. Memory Card (f:\) however Windows Explorer is not showing an F drive.
Both the Fenix 2 and the Edge 1000 are charging. The Edge 1000 keeps searching for satellites no matter what I do. Garmin Express can’t find anything
Jim
From: Product.Support@garmin.com [mailto:Product.Support@garmin.com]
Dear Jim Moss,
Thank you for contacting Garmin International.
I am sorry to hear that you are still having issues with your Edge 1000. I would be happy to assist you with this.
Have you tried restarting your computer? If that does not work we may need to master reset the device,
There are a few instances in which it may be necessary to perform a master reset on the Edge. A master reset should be performed if the device is:
• Not functioning properly
• Needing to be restored to factory default settings
• Not receiving a satellite signal
• To bring up the language selection prompt if incorrect language text is displayed
• Unable to pair accessories2, such as a heart rate monitor or speed/cadence sensor
All settings, workouts and satellite data may be erased when resetting the GPS. Workouts can be backed up in Garmin Connect. If you wish to keep your personalized settings, you will need to backup your device.
To perform a master reset:
1. Power device off
2. Press and hold Lap and Start/Stop
3. Power device on while still holding both buttons
4. Continue holding buttons when the Garmin “splash” screen appears
5. Release buttons when Garmin “splash” screen disappears
The reset is successful if, once powered up, the device proceeds into the initial setup wizard. Once the reset and setup wizard are complete, place the device outside with a clear view of the sky for a minimum of 20 minutes to acquire satellite data.
If you have additional questions or concerns, please respond to this email or feel free to call us.
We are available Monday-Thursday 8:00am-6pm CST and Friday 8:00am-5:00pmCST. Closed holidays.
Garmin Product Support (800)800-1020
>> Original Message …
>> >> >> From: jhmoss@gmail.com
>> >> >> To: Product.Support@garmin.com
Did not change anything. Garmin Express can’t find the Edge 1000 nor can the computer.
From: Product.Support@garmin.com [mailto:Product.Support@garmin.com]
>> >> >> Sent: Tuesday, March 24, 2015 11:31 AM
>> >> >> To: jhmoss@gmail.com
I’m learning. If I start a ride and none of my sensors are connected then I know that my Edge has been updated by Garmin. I have to start playing around, eventually stopping the ride to re-connect the sensors. I have a dozen hour long rides that recorded 7 minutes of riding and jumps on my bike for miles until I finally got tired of trying to reconnect the sensors. I give up and work on them when I get home.
Update 1
I had not used my Edge 1000 for over a month. It was connected to my computer with the same USB cable I had used for the past year. One day I looked at it and realized it had connected again. I opened Garmin Express and voila it was there!
So, with no input on my part it is now working again.
Update 2
I tweeted about these issues before I wrote this article. I received the following from Garmin
More
Replying to @RecreationLaw
Hi Jim, I’d be happy to review your situation. Please send us a DM with the details as well as the email address you used when contacting support. -MR
-
Jim, Thank you for the information and your patience with us over the extended Holiday weekend. Just to clarify, the Product Support associate was offering a possible cause for the issue you described. You claimed that a software update resolved your issue. However, the most recent update for the Edge 1000 was released in mid-March. I’ve looked over the software change history for the Edge 1000, but I see nothing mentioning any fix to connectivity issues. The updates included in 14.70, released mid-March as I mentioned, were: •Added Connect IQ 2.4.2 support. •Fixed an issue that could cause the device to crash when syncing segments. •Fixed an issue with the backlight not turning on consistently. •Fixed an issue with the user’s FTP resetting after changing the power zone configuration. I can understand your frustration and that you’re dissatisfied. Our associates have been assisting you as best they can with the information they have. Your device was believed to be up-to-date because you had been in contact with us multiple times since the software released in March, you were having issues with connectivity, and we currently have no open tickets that I can find regarding that type of issue on the Edge 1000. The suggestion that the data pins might have been damaged, dirty, or corroded was not an attempt at passing the buck, but rather a way for us to determine the cause of the issue you were experiencing. It sounds like updating the device resolved the issue for you, though looking at the change log, I don’t see how/why that would have worked or why an update would have presented itself if you’d already updated the product since the last release in March. Nevertheless, I’m glad to hear that things are running smoothly again. Thank you, -XXXX
Sep 4
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The device was plugged in to a USB port since bringing it back from OR so nothing changed for a couple of weeks. I’ll correct my statements based on this, but honestly, based on my history with Garmin, I don’t buy it. https://recreation-law.com/2018/04/04/i-took-my-garmin-vivosport-off-in-fact-im-done-with-it/ …
https://recreation-law.com/2018/02/28/i-love-garmin-products-i-hate-garmin/ …
So, what is up? Could it be fate (not love just something out of my control.) or are map updates enough to mess with my Edge 1000. Or am I off my rocker and just wrong about everything?
The reason why I’m guessing that even a map update, which seems to occur daily, can affect the rest of the Edge 1000 is because my sensors go offline, all of them more times a year than Garmin says they update the Edge 1000
I don’t know. I and felt obligated to provide Garmin’s side of the story. However, part of me does not buy it.
I’ll be at Interibke next week, I’ll see if any tech’s there have an opinion.
What do you think? Leave a comment.
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