Just to note my disappointment in my time for watch repair.
Firstly I would like to say. Previously , maybe a few years back. I had problems with my ambit. Sent back and all resolved in a week with constant updates. It was fantastic
This time I sent back my suunto 9. It was picked up very quickly and transported within 24 hrs to suunto. Great. Then it was 13 days before they could look at it. That’s fine. Covid problems or they are busy. No problem. After 15 days I did live chat with them. They were very helpful and polite. But no where near looking at my watch. Only looking at ones that had arrived 13 days earlier. I do appreciate they are busy. And not here to moan. But I am slightly disappointed with the service compared to previous years. Any thoughts?
Yeah it sucks but you’ve answered it in your post; it’s an unprecedented year (so far!) for all of us. I work in the industrial/product design field and I’m seeing first hand how things are getting disrupted (and dealing with frustrated clients). I know some large local business in my area have also had to lay people off and are slowing getting them back. Many people are still unwilling to go back to work especially now as more people seem to be getting relaxed and a potential second wave seems over the horizon. It’s going to take some time for things to get back to normal (or whatever the new normal will be).
I know I’m not offering you much help but I hope you’ll get this issue resolved soon
Yes I do agree with all you have said. Covid times etc. And again not here to moan or put down suunto. I loved my ambit and ambit 3. And also growing to love my S9B. And I understand all above. And I find their customer service great. But they did say the day before my collection it would be a 12 day wait. Which I can understand. Then they say a 13 day wait when received. It’s now been 21 days with no progress. I have every faith in them. But just be more open about wait times and progress or delay in progress. Again just discussing and not meaning to sound like a dick. Just miss my watch. Separation anxiety
Thanks thanks for previous reply. It makes sense
Thought I would update how my watch service is going?
Not here to have a go. Just updating progress
So my watch was in to fix a glitch on clock screen (they have a video for this and I was instructed to send in as its not normal). Also queries over hr on wrist and strap. All on notes sent to them.
So after middle of last week. I got email saying they had looked at watch and it was on hold. I would need to pay £166. No mention of problems that were in to investigate. Just says they had analysed watch. And the screen is cracked in multiple places. They need to replace screen and do all tests to insure it is correct.
The reason my screen appears cracked is the screen protector on it. I replace these every so often. You just peel off. And watch screen is perfect. Some of you may of experienced same thing with watch and phone protectors
After this email I tried contacting support. Was 1 in que for live chat for 30 hour. Then give up. I called for 40 mins. Then give up. Back on live chat. And got thru. Explained problem. Was told the case would be escalated and would hear back in 24-48 hours. I think they were slightly embarrassed.
So this is where I am at at moment 1 month and 3 days after I sent watch away.
I will keep you informed of any progress.
Again not here to down suunto in these tough times. I still defend them to the hilt. And the customer service and product. Sure they will come good(but I am living in the past, I hope not)
@lost_today I do admit now that doesn’t reflect well on them. It’s one thing to be slow/need time, it’s another to cost more time because of a rushed inspection…
This doesn’t sound good
Update on watch repair.
So after 2 more online chats and another few days of waiting suunto decided to give me a replacement watch. So all turned out well in the end.
( on another topic can anyone tell me if you can add a video to this forum. )
@lost_today I have not been able to figure out how to add videos.
@lost_today if you don’t mind, could you please let me know how long it took to Suunto to ship your watch back after it was repaired?
Specifically, I sent mine for repair a month ago. On Nov 4 I received a note stating that the watch was repaired and ready. However, to date (Nov 17), the watch did not yet ship.
Honestly, I have a hard time understanding why they are not shipping back my watch given that they are done with the repair. I called support, they don’t know when it will ship and I was told that the case was “escalated”; I am not sure what are the practical implications of this.
Thanks in advance.
@giacomo-laffranchini can you give me the RMA? with this I can check what happens.
@joaquin thank you. I sent it via PM.