Important news concerning our digital services



  • @tiftif

    On February 22nd I got the following e-mail from suunto as the reaction to an email I wrote on January 15th to their announcement:

    Sadly it sounds as if there will be no support after mid of 2020.

    In English:

    we apologise the long time to answer your e-mail.

    The experience of all users of the suunto-community is important to us in the phase of transition and new services

    You will be able to use your suunto ambit2 for the next one and a half year as in the past. We understand and appreciate your feedback and are looking for the best solution for all users willing to use the new services.

    We will inform you about our solutions per e-mail and on our suunto-website.

    Best Regards

    In German (original)

    wir beziehen uns auf Ihre Anfrage vom 16. Januar. Die lange Bearbeitungszeit bitten wir zu entschuldigen.

    Die Erfahrung jedes einzelnen Mitglieds der Suunto-Community ist uns besonders in Zeiten des Wandels und Übergangs wichtig.

    Momentan können Sie Ihre Suunto Ambit mindestens für die nächsten anderthalb Jahre so genießen, wie Sie es in der Vergangenheit getan haben. Wir verstehen und schätzen Ihr Feedback und suchen nach den besten Lösungen für alle Produktbenutzer, die sich unserem neuen Service anschließen möchten.

    Wir verpflichten uns, Sie per E-Mail und auf suunto.com über die Lösungen auf dem Laufenden zu halten.


  • Bronze Member

    @tomge not really, sounds like nothing is decided yet… (looking for best solution for ALL product owners)


  • Bronze Member

    @fhegnor That’s how I would read it.

    I don’t have an Ambit but I hope that they either provide a standalone pc app that lets you download info and upload some settings, or opensource that side of things for others to develop.

    I think if they could get a message out there that “there will be a solution for Ambit owners that enables data to be uploaded and settings to be changed”, even if that solution is not defined yet, that would at least show commitment that should ease people’s minds. Of course, no point making that statement until they actually can figure out what they can do!



  • The real problem here is; they planted the seed of doubt…
    Whatever they do…damage is done, and trust does not come easy.

    I dit support Suunto from T6 until the 9. I thought they did a bad job with the
    Spartan (releasing beta product and bad communication). But we all make mistakes
    and I bought a 9, so that is based on trust…

    If they go the way they projected; well, our ways will part I am afraid.
    I fear they lost their ways…I hope not…



  • I have an Ambit 2 which is perfectly functional and suits my needs perfectly. I don’t have time to read all the forum but what I can say is that I’ll probably never buy a Suunto product again if no solution is proposed on Suunto’s side to keep the Ambit 1-2 working once movecounts stops working (and I mean both ways: sync/configuration/upload of routes etc. as well as download of data – I’m a Mac user btw). I hope that is clear enough and that many other users will make that clear too.



  • I would like to echo @jwiberg, and say that I, too, would like to test the API if/when that becomes available. I would be happy to help develop integrations with other services with such an API.


  • Community Manager

    @corvi42 api is available



  • Adding my voice to the huge list of Ambit 2 (and other ‘old’ device) users that want the existing or equivalent digital services to remain available for my device.

    If this digital services update makes my otherwise perfectly functional watch obsolete, I will be hugely disappointed. Like many others on this thread have stated - I would never buy another Suunto product if this “update” kills my Ambit 2.

    Please can we have some commitment from Suunto that our older watches will continue to be usable into the future?


  • Bronze Member

    I’ve been thinking about this a lot recently, because, depending on when/how the “conversion” process takes place, I believe I could be looking at my last ski-season using my Ambit 3 Peak to track ski days (runs, stats, etc, requires an app on the Ambit3).

    Say if they do a big data import/export, into the SA “space”, in June, or similar, that’s it, unless they’re going to do it again, right before they completely “doorstop” my device, which is (sometime?) in 2020.

    Given that there have been ZERO responses from Suunto here (even though they stated they were going to look at user-feedback here), it’s looking more and more likely this is their “stance”.
    IF there was some response, or an addition to the page that talks about their roadmap, acknowledging users’ feedback, and their revised plan, I’d feel a bit better about this.
    IME, when this type of change is part of a roadmap, and there is little “actual dialog” from the OEM, it’s because they’re decided and are designing one way, and don’t actually plan on significant adjustment, based on any feedback (of which there is a TON, not just here, people are talking about it on lots of “wearable” sites).

    If Suunto would come out with some sort of public statement, about how they plan on revising things (or not), at least we could all make decisions, accordingly, and move on or whatever.
    I do happen to think that continued sales of the Ambit3, given that it’s about to be “seriously hampered”, say within a few months-year of sale, is very deceptive, and of questionable business integrity.
    I’m upset, and my Ambit3 Peak is 2 years old (my still-fine-too Ambit 2, used for cycling metrics, is a bit older, 3.5 years), I’d be VERY upset, if I had just purchased one of these, say to track an “app sport”, such as skiing, to find out that I could only use it as such, for a couple of months…


  • Bronze Member

    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)


  • Moderator

    @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


  • Bronze Member

    @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.


  • Silver Members

    Suunto Customer NPS survey just landed in my inbox. This would be a good way to voice your opinion regarding this…



  • @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.


  • Bronze Member

    @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.


  • Moderator

    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.


  • Community Manager

    Dont forget to redo the NPS if things change 😄 (That I know you won’t)


  • Bronze Member

    @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.



  • 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 ?





  • 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.


  • Bronze Member

    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!



  • @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.



  • 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.


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