Important news concerning our digital services
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NO web interface, NO proper waypoints/routes management, NO major updates to the App nor to the watch SW, NO feedback, NO useability, NO feedback (yes, twice), NO roadmap… (add your NO…) = NO satisfied customers.
New to Suunto and disappointed in three months (congratulations for the record) -
@pescacebesforum said in Important news concerning our digital services:
NO web interface, NO proper waypoints/routes management, NO major updates to the App nor to the watch SW, NO feedback, NO useability, NO feedback (yes, twice), NO roadmap… (add your NO…) = NO satisfied customers.
New to Suunto and disappointed in three months (congratulations for the record)Agree on the first, hope this is coming at some time as we need waypoints. Definitely route management needs improvement and with a large number of routes loaded this I think will come.
I have seen many major updates to the app. The route import/export and drawing is great, the app is updated often with new features so the statement is incorrect. The watch SW (I do not know which one) will come I am sure. Suunto typically updates 3-4 times per year and I suspect the entire Spartan/S9 line will get an update this spring/early summer.
My watches work so they are useable and they work well with the app…not really sure what you mean here.
There is a lot of feedback here on the forum I believe.
There is not a roadmap as Suunto AFIAK is trying to respond to constructive customer requests so while there is a base roadmap I imagine, we do not have it.
I think there are quite a few satisfied customers. I have been a Suunto customer since the Vector was released in 1998 so your statement is inaccurate as I am a satisfied customer.
Cheers
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@Brad_Olwin I agree, mostly (for now).
Right now, I’m able to use my Ambit2 and Ambit3 Peak, without issue. I can use an app, for ski run tracking, on the 3, and I can sync/track data from my Ambit2, mostly a cycling tracker for me.
Once this goes into place however, I will NOT be able to use an app, so my “ski functionality” goes “out the window” from what I can tell, unless (by some miracle) Suunto goes back and adds a real DH skiing mode, to the Ambit3. Give that they still sell this watch, they should do something here, because they’re about to completely remove this ability.
Additionally, it seems like I really won’t be able to use my Ambit2 for tracking cycling at that point, either.I will have gone (probably essentially overnight, in about a year) from two fully-functional watches, to essentially zero.
In theory, I could “convert” to using my Ambit3 to track cycling, although it’s not very clear to me if I can still have customized screens and such, since Suunto refuses to clarify ANYTHING, other than some date, mid-2020.
Given their approach to this, and no way to get some sort of “deal”, given that they’re basically “disabling” my Ambit2 next year, on say a newer watch that natively supports DH skiing, I’m specifically NOT including Suunto in my search for the best option, moving forward, because I honestly don’t trust them.
To me, this seems like a really poor way to treat LOYAL customers (I also had a Vector, and even one prior to that, I believe). I had an S6, too, so I’ve long been a customer, at least 20 years, like yourself.
Maybe they don’t care about this market segment much, and figure that “new purchases/customers” will more than make up for the lost ones, it seems very “un-Suunto” from all my years of experience though. -
Suunto Customer NPS survey just landed in my inbox. This would be a good way to voice your opinion regarding this…
Suunto 9 Baro Titanium
iOS 13.1 -
@fleshymutant said in Important news concerning our digital services:
Suunto Customer NPS survey just landed in my inbox. This would be a good way to voice your opinion regarding this…
Yup, perfect opportunity to provide more feedback. Please use it.
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@fleshymutant said in Important news concerning our digital services:
Suunto Customer NPS survey just landed in my inbox. This would be a good way to voice your opinion regarding this…
Yup, just submitted my score of 0 with a lengthy discussion on my issues with their terrible customer service and communication. Hopefully someone reads it and takes notice, but I would be surprised at this point.
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What were your experience with customer support?
What problems do you had and contacted them with?Mine was everytime on point, helpful, fast and on a personal level. Wether there were problems with my old T6d or the heart rate belt that came with it, or the GPS Trail POD I had. Again now with my Spartan Sport, every time I contacted customer service, it was a good experience.
Seems like there are really big differences in experiences here…
The communication, well at least with the latest announcement with the digital services and not more could be better, here I agree with you.
@coldrainsnow said in Important news concerning our digital services:
Yup, just submitted my score of 0 with a lengthy discussion on my issues with their terrible customer service and communication. Hopefully someone reads it and takes notice, but I would be surprised at this point.
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Dont forget to redo the NPS if things change
(That I know you won’t) -
@jthomi said in Important news concerning our digital services:
What were your experience with customer support?
What problems do you had and contacted them with?Mine was everytime on point, helpful, fast and on a personal level. Wether there were problems with my old T6d or the heart rate belt that came with it, or the GPS Trail POD I had. Again now with my Spartan Sport, every time I contacted customer service, it was a good experience.
Seems like there are really big differences in experiences here…The communication, well at least with the latest announcement with the digital services and not more could be better, here I agree with you.
@coldrainsnow said in Important news concerning our digital services:
Yup, just submitted my score of 0 with a lengthy discussion on my issues with their terrible customer service and communication. Hopefully someone reads it and takes notice, but I would be surprised at this point.
My problem is with the phasing out of my two very expensive GPS watches, an Ambit3 Peak and an Ambit3 Peak Sapphire. I guess technically it is more on the communication end, but they have sent nothing out since the email blast in January about how they intend to support their customers. I used to recommend to many of my friends and clients that they buy Suunto products, and now I am telling them to look at Garmin and Apex because who knows how long they will be supported.
I contacted customer support with my issues and they sent me a form email in response.
If at this point they announced that they would fully support my products on the new Suunto app that would be great (and by full support I mean changing sport modes, routes, locations, etc). But honestly I would still consider another company because of the months of zero communication from the company. It’s a terrible business practice to a very loyal customer base.
I left my personal email and phone number on the NPS if they would like to contact me I would love to discuss it more with them in person.
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1.- I am an old man & my eyes are not able to read small text in mobile devices. At the moment the only way to read perfectly was through the web site “www.movescount.com”.
2.- ¿Is suunto planning to replace / mantain (not close) the site “www.movescount.com” because the UX & Design is so perfect for guys with problems in the eyes (like me)?
3.- Is suunto planning to create a new DARK skin for Suunto App ? -
Regarded the new announcement about the movescount service will be (closed &) replaced by Suunto App.
1.- I am an old man & my eyes are not able to read small text in mobile devices. At the moment the only way to read perfectly was through the web site “www.movescount.com”.
2.- ¿Is suunto planning to replace / mantain (not close) the site “www.movescount.com” by another one with same quality of UX & Design (currently it is so perfect for guys with problems in the eyes like me)?.
3.- will we be able to see our activities through any SUUNTO web site (not strava / 3rd party clients) ?
4.- Is suunto planning to create a new DARK skin for Suunto IOS App with Large Text ?
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Une application Web sur grand écran est obligatoire pour utiliser sa montre. Préparer les traces la paramétrer. Faire cela sur un smartphone c’est du délire. Attention danger de migration vers la concurrence.
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Think I posted this on another thread, but it is relevant to this thread as well. When I last went on MC, I got a survey that seemed to be focused on use of web vs mobile: you might want to see if you can get that same survey to load up and provide some feedback in case it makes any difference!
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@amiteo How would one go about getting a survey to load? Could it be specific to a particular country? I’ve been on Movescount today and no survey showed up.
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Well as a Suunto Ambit 2 Sapphire (that was recently replaced) user, this sounds very strange as the warranty is 2 years ahead, and I was convinced by the support that they will be still actively selling that watch for a few years in the future.
One workaround would be, to let their mobile app support ANT+ as a lot of smartphones have it built-in.
Other to open their API for external developers, so that one could make something better.
But still we’ll loose one of the nicest features, to plan a route/POI on a nice convenient desktop site.Overall I feel betrayed by a company, for which I have given so many positive reviews online and offline to my friends, who did buy a handful of Ambit and Spartan models.
So thanks but I am selling my Suunto Ambit 2 Sapphire watch, which was by far a remarkable piece of hardware, in order not to have a unusable watch in less than 2 years. With that move I have no choice left but to go with a Garmin, something I was refusing the last years, but now am actively taking that option.
That was my last Suunto product, so thank you Suunto, movescount. -
@lhpopov I fully agree with you. This move from suunto sounds to be betrayed. Ambit is a wonderful platform (I’m so happy with the HW of my ambit 2S 6 years old) that will become unusable in less than 2 years… and I feel in future suunto will “put on unusable old watchs”…
I think I will switch to comptetition (garmin very probably) in next 2-3 months -
@antpoli exactly.
The move is already engaged on my side.
The only question now is to find a competitors product that matches (or approaches) the Ambits capacities (battery life…) ! -
@antpoli said in Important news concerning our digital services:
@lhpopov I fully agree with you. This move from suunto sounds to be betrayed. Ambit is a wonderful platform (I’m so happy with the HW of my ambit 2S 6 years old) that will become unusable in less than 2 years… and I feel in future suunto will “put on unusable old watchs”…
I think I will switch to comptetition (garmin very probably) in next 2-3 monthsJust have. As there’s been no feedback from Suunto on all the various comments made on the forum I ‘decided to bite the bullet’ and just bought a Garmin 735xt and retire my Ambit 2. The Garmin doesn’t feel as robust as the Ambit and only gives about 12 hours use in ‘normal’ GPS mode with 1 second data recording, but, its half he weight and bulk and the Navigation feature is far better as the Vibration Alert works well when approaching waypoints or going off course. I’ve also got an Ambit 3 Peak, I recon the pinnacle of backpack watches, but if there’s no Suunto web interface that will be retired too.
All so sad as love my 3 Peak but you have to consider the whole package which Suunto seem intent on destroying
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@Navigator
I don’t think Suunto as one of the big players in GPS watches will give up a reasonable web interface for the watches.
I still don’t understand why they decided to give up Movescount sometime next year.
But making Ambit3 sync to the Suunto App I see a step in the right direction, at least for Ambit3 users.
If Suunto is really caring and listening they will build a webinterface with reasonable function.
Garmin Connect is already quite a good interface but not 100% made for mountain sports. Movescount was perfectly made for this. Suunto would give up on all mountaineers, trailrunners, skiiers, skitourers etc if the don’t create a web interface that can keep up with Movescount capabilities and Ambit3 support.
Almost all mountaineers I know rely on an Ambit3… like I do.
