Suunto repair service is unbelievable
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Hi,
I am starting this post maybe someone can help in my situation and draw attention to how Suunto repairs worked for me. My story is the following.
2025 sept. 30. - Bought a Vertical 2 Titanium Sage online.
2025 oct. 2. - I received the watch, the package looked fine, no external damage was seen on the packaging. Used it one and a half week. I noticed in the beginning that screen is tilted and it does not look right. Like here: https://forum.suunto.com/topic/13873/vertical-2-inclined-screen-panel
2025 oct. 13. - I started to chat with the Support regarding the screen issue, they offered me two solutions, one is to refund and another one is service. I told them I really like the watch overall. I would like to keep it just to fix the screen. So then I created a support ticket.
2025 oct. 16. Suunto received the watch, they said it will take 20 business days.For the next 4 weeks nothing happened. I waited patiently.
2025 nov. 13. I got a notification from the service center that a new watch is on the way.
2025 nov. 14. I received the new watch, again no sign of any damage on the packaging. I immediately started the configuration process. In the first few minutes with the watch I already noticed that the screen is again tilted. So I packed the watch back into the box. I am not even used it. It has the same issue again.
2025 nov. 17. I again started to chat with Support in the app. They said I have to send it back as well. So I created another Support ticket.
2025 nov 21. Suunto received the watch. I told them in several emails that I do not want to wait another 20 days, they said they understand it and they will escalate the problem. In the middle of December still no info so I told them refund me if it is possible because it seems like they could not fix the watch and I am not interested in it anymore. They told me refund is impossible now, I was not happy but fine.
After that I waited, I started to get contact them again like two weeks ago.Today is 2026.01.21. I still do not have the watch or any other compensation. I have some emails about how they are sorry about the delay and that is it. Also last week they make a comment that on their side the screen is OK. I asked them if they are sure then send me an official report with pictures because from my side the screen is tilted like some other users in this forum. I also made them some measurements with pictures that their statement is false.
Is this whole thing is normal? Waiting that long and receiving almost no information what is happening really. This is their flagship device, I do not know but for me it is not feel correct.
Needless to say in the middle of last December I bought a watch from a different brand. Before the Vertical 2 I used a Race S for a year without any issue, I just wanted to upgrade something with bigger screen, longer battery life and better build quality. I know I should have asked for refund for the first place but I really liked the watch. I would still like it if it has perfect screen but the brand. Not anymore, sorry.This is how you lose costumers dear Suunto.
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@Péter-Túri
How hard would it be for Suunto to email you, text you or call you.‘Hi this is Fred from Suunto, i have a new watch here. Do you want me to open it and check if the screen is tilted? The package will be opened before arrival, but let’s make sure the screen on this one is not tilted.’
There are so many ways to Rome…
