Here's just a brief rundown of the problems I am experiencing with the one Garmin product that I own (the Garmin 920XT).
|Timezone Problems with Garmin Connect|
|Garmin Connect Out of Service, Again|
|MyfitnessPal Integration Down for Several Months|
|ANT+ Sensor Lack of Reliability|
I write not to vent or complain, but to make the observation that these problems are emblematic of a cultural challenge for Garmin, which is the problem of overcommitment and underperformance that plagues all organizations when they allow the focus on creation and promotion of new things to overwhelm their capacity to support and take care of their existing customers. All the evidence cited above suggests to me that this is the case.
Here's three suggestions that I have for Garmin.
First, understand that your greatest competitive challenge today is not a lack of compelling products relative to competitors, but the frustration experienced by customers when they buy Garmin products and they don't work as advertised.
Second, software bugs in Garmin Connect are the largest source of problems experienced by Garmin customers. There needs to be an immediate freeze on the development of new features for Garmin Connect until the existing issues are resolved for good. What good is there in new features like Garmin Connect IQ when old features don't work as advertised?
Third, don't take your loyal customers for granted. Be more responsive to their complaints, but more importantly resolve for them the issues that they experience with your products. Successful companies delight their customers, they don't frustrate them.
One other stray piece of advice: one month out from releasing a high-end, high dollar flagship product like the 920XT don't suggest that is of cheap quality when plugging new products that are in the pipeline.
The business world is littered with companies that failed to realize their potential once they lost product focus and began delivering sub-par customer experiences. Trying to do too much, too fast is the enemy. Successful companies like Apple do just the opposite. They focus on just a few, select products and they never, ever release a product way before it is ready. That's the Garmin I hope to see in the future.