Most helpful critical review
41 of 45 people found the following review helpful
Consistently unreliable---Garmin Support is terrible--Thank goodness for Amazon Customer Service
on June 11, 2014
I bought this in May 2014 from Amazon, looking for a reliable ANT+ chest strap heart monitor. It was inaccurate out of the box. When I say it was inaccurate, I am verifying by counting the pulse in my carotid artery and/or using a supplemental device.
It isn't consistently high---nor consistently low---in fact, sometimes it is spot on. But it is not accurate enough to be reliable such that the data can be counted on.
I have used this in conjunction with my Iphone 4 and Wahoo key with Digifit app. Digifit is pretty nice, by the way.
I have tried everything. I replaced the battery---yes I waited over a minute for it to fully discharge. I have washed it. I have rinsed it. I have soaked it when putting it on. I have used regular cotton shirts. Ugh....just when I think I'm going to get some consistency.....it blows up---either high or low. I'll check pulse at carotid....this afternoon I was walking and it displayed HR between 34-40 for ten minutes. I checked multiple times and HR was in 80's. Go figure. I adjusted it. I wet it again. No use. After 20 minutes it started giving accurate readings. It wasn't the sweat. Sometimes it reads accurately in the beginning and then inaccurate later. There is no rhyme or reason. I've recently changed the battery a second time in the less than one month I've owned it.
Enough about the product. Here is a bigger gripe that the product itself. I called Garmin Support last week for help. Julie offered the usual tips found in the owner's manual...which I've already addressed. She said they would send me a new one if I would send an email, which I promptly did. I never heard back so yesterday I called again and asked for status. George told me that he saw I had called last week and saw my email but it had not been handled yet. He said I needed to mail the old strap back first AT MY EXPENSE for them to look at and then they would send me another strap. What??? That's not what I heard last week. I pleaded and protested. He talked to supervisor and said if I gave him a credit card, he would send the strap to me before receiving the old strap, but I still had to pay for shipping to return the defective product. I pleaded and protested again. Put on hold again. George politely told me that was the best he could do. I told George it would be easier and cheaper for me to go back through Amazon. He basically said "Go ahead". Garmin's customer service is poor. I tried to work directly with the manufacturer to resolve the issue and they basically put up hurdles to easily resolving a defective product issue. They really didn't seem to care. I asked him to suspend my request and that I would attempt to go through Amazon. I also told him to let the supervisor know this will be the last Garmin product I ever purchase in my lifetime.
This morning, I opened a chat log with Megan at Amazon. She was fantastic. She looked up my order and quickly said she would ship another to me today. She also emailed a return shipping label to me. Did I say she was fantastic? She apologized for the defective product. She could not have been any better.....fantastic.
Garmin, if you are listening, please take a note from the customer service at Amazon. Your customer service is terrible. Amazon's is fantastic. Try to learn from it.
As far at the product goes, today it only gets one star. I would give it a zero if I could. I'll update the product review if the replacement works better. Otherwise, I'll return it and try another brand.