Poor Customer Service

I contacted Garmin Customer Service for assistance with my Garmin Forerunner 165, as I am experiencing difficulties viewing my activities on the Garmin app and syncing them to Strava.

I spoke with Lucian Porter, however, my experience was disappointing. During our interaction, I did not receive the assistance required to resolve the issue. Lucian advised that he would call me back at 2:00 PM on 15 September 2026, as specifically requested. Despite this, he attempted to contact me at 1:00 PM, an hour earlier than the agreed time.

During our conversation, Lucian also advised that he would be proceeding on annual leave and would return around 28 September 2026. Unfortunately, no alternative support or escalation process was provided to ensure my query could be resolved in his absence.

Based on my experience, Garmin appears to lack an effective process for managing and resolving customer queries. I remain unable to view my activities on the Garmin app or successfully sync them to Strava.

I trust that this feedback will be used constructively to improve customer service standards and query resolution processes.