What do you expect from the next update?

Egika

@darxmurf said in What do you expect from the next update?:

@Frederick-Rochette honestly, what I’m expecting from suunto is a better communication. There is clearly a serious issue with this watch and the “black screen of death” but they did not provide any information or confirmation about that. I opened a case at their support, asking for clarifications and the only answer I received is “if you have a problem with your watch, please contact your local dealer for support”.

Yes, it’s a complicated piece of hardware with a lot of dev and code running in there but when a serious bug is clearly identified, it would be more than welcome to inform customers and confirm the issue.

Honestly, the lack of communication from suunto is quite ridiculous.

In which way would it help you if Suunto shared their service stats with you?
Like 0.02% watches back with button malfunction
1% watches experienced restart during activity
0.1% of watches have sealing issue at the glass connection
10% have barometric sensor failure

This is company internals and no comapny in the world shares those numbers.
They use it to improve product quality.
What you as an individual customer should expect a prompt handling of a possible service case.

BrunoH

@Egika I would like to support @darxmurf . Back when I had serious crashing problems with my S7 I did what they suggested and contacted my local dealer. My watch was sent to be serviced, but it came back with factory settings and unsurprisingly continued crashing. At this point I would expect the support to take responsibility of the problem escalation. Their communication was minimal at best and I had to take extra effort and literally demand support and service.

It was never about sharing statistics, but instead coming up with a solution for the customer with a bad device. If there is a SW bug causing problems, then they should come clean and say that it is a known problem and will be addressed in the next bugfix release in a few months. Playing dead won’t get the problem go away. Some info about a brighter future would be better than no info at all.

Egika

@BrunoH And I am fully with you here.
If an issue is not resolved with standard procedures, support should be high alert to ensure customer satisfaction.

Also fully agree with your other points about a good problem solving.

maybe I misunderstood @darxmurf

darxmurf

@Egika not about stats, but in our case, about this “black screen of death” users are facing with their Vertical. There is clearly something wrong here, maybe related with water as most of the time, the watch was in water before crashing or maybe about something else, who knows. When there is a serious issue like this with hundreds of peoples sending back their watch, it could be a good idea to inform a bit about the issue and give news to the community. I don’t know, maybe just say “yep it’s a water problem, avoid swimming with your watch until the next update”.

Or maybe I’m just over thinking about this problem and only a bunch of guys got this issue.

freeheeler

@darxmurf
I really can’t imagine what water would do to our waterproof watches.
I have some of them and none of them failed.
I surf, kite, bike, run, cycle, snowboard, skitour, sweat, swim, paddle and shower with all of them.
my personal opinion: it’s coincidence.

Egika

@darxmurf don’t know where you get your “hundreds of people” from.

Plus I don’t know how a software update could ever fix a hypothetical water ingress

Anyway. I repeat myself: what counts is how individual support cases are handled.

I had like 2 of them in my history with Suunto.
The first being about the famous GPS pod for t6 in 2008.
And the second for the S5 in 2019.
Both were handled by courier pick-up and a super quick replacement device expressed back to me.

zhang965

@darxmurf said in What do you expect from the next update?:

Egika not about stats, but in our case, about this “black screen of death” users are facing with their Vertical. There is clearly something wrong here, maybe related with water as most of the time, the watch was in water before crashing or maybe about something else, who knows. When there is a serious issue like this with hundreds of peoples sending back their watch, it could be a good idea to inform a bit about the issue and give news to the community. I don’t know, maybe just say “yep it’s a water problem, avoid swimming with your watch until the next update”.

Or maybe I’m just over thinking about this problem and only a bunch of guys got this issue.

KEK, you will see more suunto volonteers than real users here.

Egika

@zhang965 said in What do you expect from the next update?:

KEK, you will see more suunto volonteers than real users here.

False.
In the last 30 days there were like 250 individuals logged into this forum.
Out of them there are roundabout 3 Suunto employees and maybe 5 field testers.

altcmd

@Egika perhaps what he means is in terms of engagement I.e. comments from volunteers and employees vs the rest.

Egika

@altcmd maybe…

altcmd

@altcmd but I also find the use of the term ‘volunteers’ stretched here - most ‘volunteers’ seem to be getting early access to new, unreleased products as well as unreleased beta softwares.

zhang965

@altcmd said in What do you expect from the next update?:

@altcmd but I also find the use of the term ‘volunteers’ stretched here - most ‘volunteers’ seem to be getting early access to new, unreleased products as well as unreleased beta softwares. I find the use of the term ‘volunteer’ stretched here.

Yes Suunto needs someone to fully test their products, software, it’s a good Idée.

But everytime the released products running like a untested piece of shit, it’s a mystery.

@zhang965 said in What do you expect from the next update?:

products running like a untested piece of shit, it’s a mystery

products like these take time and many resources to debug, and time, unfortunately, is a benchmark for brands. fixing things in the long run is ok for me

isazi

@altcmd so we have two groups of volunteers in the forum: mods and external field testers. Neither group is paid, and both mods and testers do moderation and testing on their own time. Mods get nothing from Suunto, and most have been elected on this same forum by other users (last election in 2020). External field testers have access to new hardware and software, but not as gifts. Experimental hardware may not work, beta software can brick a watch or crash multiple times a day, and devices can be recalled by Suunto at any time (so they’re not owned by the tester). So the only thing testers get (that in some way is precious) is insider knowledge, but that cannot be shared because of a signed NDA, and still Suunto does not share everything with externals. And testers have obligations, filling one or more surveys a week, reporting bugs, and acting on special tasks. No field tester has any obligation to report issues from this forum or other channels to Suunto, btw, the customer service is doing that, but some of us do it anyway out of appreciation for this and other lovely communities.

SuperFlo75

@isazi I think you and the other moderators do a very good job! Thanks!

zhang965

isazi said in What do you expect from the next update?:

mods and external field testers. Neither group is paid

Kek, of course, it’s not worth to pay.

wakarimasen

@zhang965 Wow. Just wow. I love to see someone spreading joy and positivity in the world.

Stefan Kersting

@isazi this was a pretty interesting “insight” of how the field testing works !
But I have a question. Are you running with your test device and you everyday watch when testing? For me it it would be a must to have two accounts then. One account with “clean” data and one account with test data that can be affected by bugs

isazi

@zhang965 ahahah, well I guess you’re paid somewhere, so there’s hope for everyone

isazi

@Stefan-Kersting yes, I have my own paid watch and my own App account, and then I have another account that I use for testing the other watches. I don’t install testing software on my own device.