Ask HN: How to deal with Product Support when they won't fix a bug?

The old saying is, you catch more flies with honey. I'm trying to get a bug fixed in a product I love to use and can't get traction with their support.

I have a Garmin smartwatch Venu and an Edge for cycling. I'm trying to cut some weight and be more healthy.

I noticed that the calories being exported to Apple Health were awfully high for a particular workout. It turns out, when Garmin exports to Apple Health, it's including both Active and Resting calories.

This creates a problem when you're using a calorie counter because you get extra calories added to your daily total.

I contacted their support and they asked me to send screenshots. I did, and included a link to the Apple Health Documentation that states one should not include resting calories when submitting data to Apple Health.

Their support replied this is by design, despite the Apple Documentation clearly stating otherwise.

I asked them to verify their position, but I don't expect a response indicating they'll fix it. I can only imagine if I open a bug with Apple they'll say Garmin needs to use the API correctly.

I'm not sure where to go next. Small bugs like this make products much more difficult, and I know this would not be a difficult fix.

Frustrated. But being "in the software industry" sometimes you're asked to do support on the side while having projects with strict due dates. I'm trying to put myself in the other person's shoes and be patient and understanding, but also convey the importance of this as well in hopes it gets fixed.