Top critical review
Great Tracking Functions, Tear-able Wrist Strap & Customer Service
Reviewed in the United States on March 22, 2018
I don't normally write reviews but I wanted to take the time to review this product. Overall, the Vivosport does what it should and all of the built in functions work. I was quite excited to use this product based off of some recommendations from friends who also have it and love it.
When I got it, I started using it immediately. The GPS can be a little slow to acquire a signal but maybe that is just based off of my location? Sometimes it takes less than 10 seconds. Other times I have had it take more than 5 minutes to acquire a signal while standing in the middle of a field without any overhead obstructions... The tracking for running and heart rate seems very accurate and the auto-sensing for weightlifting of reps and exercises is also fairly accurate.
My biggest complaint is the wrist strap (which is exactly what I was afraid of having read reviews before purchasing it). After only having worn it for 4 days, the rubber strap started to develop a tear starting from the inside corner of the hole that I wear it on. Once the tear started, it only got worse and larger. I am not wearing the strap too tightly as it can still move about my wrist rather easily. Conversely, it has to be born with a certain degree of snugness or it won't be able to get accurate readings for the heart rate sensor.
My second biggest complaint is Garmin's customer service, and more specifically, lack thereof. I submitted an email to their customer support department through their website on the 5th day after I realized the tear was only going to get worse. In it, I included my information and product SN. In an automatic reply, I was told it would take 1-2 business days to receive a reply regarding my issue. After 4 business days without a reply, I started an online chat with Garmin support. They took the position that "any band can tear" but did concede it to be unusual with it happening so quickly. Begrudgingly, Amber, the Garmin representative in chat, suggested I exchange the product with the retailer I bought it from. She said it would be faster if they replaced it instead of Garmin. She did give me the option to have Garmin exchange it though which I took her up on. Rather than give Amazon the burden of replacing this defective product, I wanted Garmin to have to deal with their own problem. Overall, the chat had an extremely unapologetic and rather unfriendly tone. It was almost as if it was my fault the strap tore in 4 days. Maybe my standards are too high having dealt with Amazon for years and others who value their customers and strive to provide great customer service?
In short, the wrist strap developed a tear in less than a week, Garmin did as little as they could to help me, and I have initiated an exchange for a new device (the entire unit has to be replaced, not just the wrist strap). I will update this should anything change.