[solved] Reboot during activities

[zhang965]

@mountainChris said in Reboot during activities:

Unfortunately Suuntos core value „reliability“ is on fire.

don’t worry, let’s blame competitors, if they don’t use dual band gps nor map, suunto still remain the top sport watch

[fecek]

@freeheeler I really appreciate @isazi good will and work on this but the lack of an official statement from Suunto after 30 days that they are at least investigating the issue is something I cannot agree with. Suunto 9 Baro isn’t cheap equipment at least from my perspective.
Yes, I know bugs can happen even in Boeings software.
Let me visualize my point of view:
Over the last month, I’ve lost 6 training sessions due to this bug.
My company is running a monthly competition on strava for its employees. The rule is: Who burns the most calories in a given month is granted a $75 voucher which can be used to buy sports products or donate to charity.
Last month I lost that competition to a co-worker by the difference of 2054kcal - which I am pretty sure I would burn during those bugged training sessions.

[jjpaz]

@Egika In my work, when you deploy a new version of software and things start to happen that weren’t, the first suspicion is the software, so applying a rollback and verifying that the problem goes away is very important to isolate the cause. It’s quick and easy to test (some users have downgraded software to previous one and are free of reboots in the last 10 days).
Here the problem is that a new error has appeared in two watch models (I’ve suffered in S9P two times from december), very localized in time after a deployment of new software and, apparently, the measures taken by Suunto are not fast. This can lead many customers to frustration and loss of trust in the brand if there is a problem and it takes months to solve it.
In this competitive market, with strong competitors, trust is key.
We’ll see how the solution develops and if Suunto demonstrates fast develop capabilty, even more with new devices in sight that will need trust in the brand.

[ADHDMonkey]

@isazi there’s about 20 people on this forum alone having this issue. Official customer support does not even acknowledge the issue exists.

Since we’re guessing, my guess is that a lack of official statement is just Suunto trying to cover their backsides rather than face up and own this.

[Brad_Olwin]

@ADHDMonkey Suunto is not attempting to cover up. While we do not know the details Suunto does know this is occurring and is working on it. Unfortunately, this did not come up in testing. I have no idea about the root cause(s) or what progress has been made. The decision to notify customers is not a decision either we or developers can make. There has been significant discussion of this issue among the testers and all we know is that Suunto knows. I have downgraded a 9Peak to production firmware but have yet to experience a crash.

[zhang965]

Brad_Olwin said in Reboot during activities:

@ADHDMonkey Suunto is not attempting to cover up. While we do not know the details Suunto does know this is occurring and is working on it. Unfortunately, this did not come up in testing. I have no idea about the root cause(s) or what progress has been made. The decision to notify customers is not a decision either we or developers can make. There has been significant discussion of this issue among the testers and all we know is that Suunto knows. I have downgraded a 9Peak to production firmware but have yet to experience a crash.

Look like someone forgets take his pills again, we are talking s9’s issue right?

[Brad_Olwin]

@zhang965 There are issues with 9Peak units as well that I have seen reported

[fecek]

No means to disrespect but community-powered moderator should not be a middleman between Suunto “secret” society of suunto testers and devs. That’s fishy as hell: “hey man I know that they know but they can’t tell anything in public cause there is this one guy that makes decisions and his decision is that if we don’t respond means that there is no issue at all and we stay clean” that PR approach will backfire at them sooner than later. My model is Suunto 9 Baro Granite Blue Titanium, a friend from my work has the same model but an older type and he did not update to the latest version. So far = no bug for him, I did upgrade = got bugged frequently. Normally I track from 2 to 3 trainings per day (hiking with a dog, running, riding a bike, and doing some strength training) so far the watch never restarted during the strength training so I am 99% positive it’s a GPS issue. I am in a process of a 2-weeks test using an older firmware.
I am working as a project manager of web e-commerce apps and even if the team cannot recreate a bug I would ensure the customer that we are at least investigating. Other than that if the issue is related to a critical part of the system someone should set the priority of the issue to urgent. This is not a simple graphical interface issue that makes it harder to read data on the watch etc. it is a critical issue interfering with the core system that is being ignored by officials.

[Brad_Olwin]

@fecek I understand and just trying to help. I agree with you completely and think an official statement would be best.

[sartoric]

@fecek said in Reboot during activities:

moderator should not be a middleman between Suunto “secret” society of suunto testers and devs.

@fecek said in Reboot during activities:

I would ensure the customer that we are at least investigating.

Just to avoid misunderstanding, it should be remembered that this is a community forum with no “official” relation with Suunto HO or support.

That said, some moderators are testers too, so they helps reporting issues that people expose here and they may know if some bug has already been reported.
So once a bug is reported (by one of the testers) “we” know that Suunto is working on it, it’s somehow implicit.

It’s not a masonic lodge

Then is up to Suunto, based on testing done, to communicate what’s going on. But as you probably know, as a project manager, this is not as easy as it seems.
Maybe the impacted units are few (of course many of it are here in the forum because it is seen as a sort of point of contact, even if “officially” it’s not) maybe they are still uncertain of the cause so they prefer to further investigate … we don’t know.

[zhang965]

@sartoric said in Reboot during activities:

That said, some moderators are testers too, so they helps reporting issues that people expose here and they may know if some bug has already been reported

I truly hope some moderator tester has enough intelligence to distinguish the difference between s9p and s9pp…

I truly hope they can send feedback with correct product name…

Suunto needs find the right persons to test their products

[sartoric]

@zhang965
Lucky us we have you

[jjpaz]

The most important thing is to be collaborative and proactive and that the problem is solved

[cosme.costa]

@zhang965 Come on! Really? Are you still in high school?

[zhang965]

@cosme-costa said in Reboot during activities:

@zhang965 Come on! Really? Are you still in high school?

Yes, wanna fight?

[Brad_Olwin]

@zhang965 Well, no wonder the bugs never get fixed, some moderator testers are not very smart……

[cosme.costa]

@zhang965 Behind your school or mine?

PS: Don’t worry I’ll let you win.

[dulko79]

I understand users’ anger over reboots. Suunto will probably address it based on the strategy they choose. What I do not understand is people being angry on moderators/testers here. They help us make most of Suunto watches with hints and advices besides testing job. If you have a problem with the product go to Suunto directly, over phone, FB, IG or whatever and complain every day to solve the problem. They have people in Suunto for receiving complaints.

[ADHDMonkey]

@dulko79 the problem is that suunto don’t even officially acknowledge the problem and fob you off. Instead they “communicate” through unofficial channels to cover their backsides (if things don’t work out or get worse you can’t hold anyone to account ).

They even hide/block comments on IG! I did come across an interesting account on Instagram recently: suunto_bugs. Looks like a frustrated member of this forum!

[Spree]

@dulko79 I agree mostly with the first half of this comment. When contacting support the issue should be acknowledged, even with all the caveat and limitations that there may be (root cause unclear; only a certain number of people affected; etc). And this should be addressed.

I don’t however fully get the second half; it’s not the amount of complaints from the same users that drives action from a company; it’s the number of users affected that contact them

So by all means contacting Suunto if you have the problem makes all the sense in the world; by all means contacting them again if you have additional data to share that could help pinpoint the issue and fix it (for instance, if downgrading the firmware - which is an option for both Suunto 9 Baro and Suunto 9 Peak - stops the behaviour; or if some new patterns emerge for you with the bug). Otherwise contacting them repeatedly doesn’t achieve much.