I purchased a Garmin Forerunner 610 with the new HR strap back in June (long-time 305 user upgrading). I was very happy with it until recently when the HR readings started appearing off (recovery runs registering in the 160bpm range, random but significant spikes, etc.). I called Garmin customer service and worked with two very knowledgeable reps to troubleshoot the issue over the course of a couple weeks. The process required some work on my part to help rule out potential issues, but their approach was reasonable and I was happy to invest some time with them to make sure the HR strap was actually broken before they sent me a new one.
If others ever experience similar issues, the process basically boiled down to:
- Performed a master reset of the watch, then tested it on a run or two to see if that helped (it didn’t)
- Reviewed DCRainmaker’s troubleshooting your heart rate strap post to make sure I wasn’t causing the problem (they actually emailed me a link to the post - http://www.dcrainmaker.com/2010/04/troubleshooting-your-heart-rate.html)
- Bought a new battery, then tested it on a run or two to see if that was the issue (this was unlikely since it is supposed to last for multiple years, and it didn’t help)
- After none of those worked and because my strap was still under warranty, they sent me a replacement strap free of charge
- They asked for the old strap back so they could do some testing and figure out what had gone wrong. Sending it cost me a few minutes of time and a couple bucks of postage, but they were so professional in their approach I was happy to help them out in return
The replacement strap immediately corrected the problem and I’m once again confident in the data I’m getting while running.
The reps were clearly users of the products. They took the time to explain why the problem was likely the strap rather than the watch (the watch doesn’t do anything with the HR data other than display and record it). And finally, they were genuinely interested to solve the problem. Overall, it was a positive, confidence-inspiring experience. Thank you, Garmin!