[solved] Reboot during activities

[sartoric]

@fecek said in Reboot during activities:

moderator should not be a middleman between Suunto “secret” society of suunto testers and devs.

@fecek said in Reboot during activities:

I would ensure the customer that we are at least investigating.

Just to avoid misunderstanding, it should be remembered that this is a community forum with no “official” relation with Suunto HO or support.

That said, some moderators are testers too, so they helps reporting issues that people expose here and they may know if some bug has already been reported.
So once a bug is reported (by one of the testers) “we” know that Suunto is working on it, it’s somehow implicit.

It’s not a masonic lodge

Then is up to Suunto, based on testing done, to communicate what’s going on. But as you probably know, as a project manager, this is not as easy as it seems.
Maybe the impacted units are few (of course many of it are here in the forum because it is seen as a sort of point of contact, even if “officially” it’s not) maybe they are still uncertain of the cause so they prefer to further investigate … we don’t know.

[zhang965]

@sartoric said in Reboot during activities:

That said, some moderators are testers too, so they helps reporting issues that people expose here and they may know if some bug has already been reported

I truly hope some moderator tester has enough intelligence to distinguish the difference between s9p and s9pp…

I truly hope they can send feedback with correct product name…

Suunto needs find the right persons to test their products

[sartoric]

@zhang965
Lucky us we have you

[jjpaz]

The most important thing is to be collaborative and proactive and that the problem is solved

[cosme.costa]

@zhang965 Come on! Really? Are you still in high school?

[zhang965]

@cosme-costa said in Reboot during activities:

@zhang965 Come on! Really? Are you still in high school?

Yes, wanna fight?

[Brad_Olwin]

@zhang965 Well, no wonder the bugs never get fixed, some moderator testers are not very smart……

[cosme.costa]

@zhang965 Behind your school or mine?

PS: Don’t worry I’ll let you win.

[dulko79]

I understand users’ anger over reboots. Suunto will probably address it based on the strategy they choose. What I do not understand is people being angry on moderators/testers here. They help us make most of Suunto watches with hints and advices besides testing job. If you have a problem with the product go to Suunto directly, over phone, FB, IG or whatever and complain every day to solve the problem. They have people in Suunto for receiving complaints.

[ADHDMonkey]

@dulko79 the problem is that suunto don’t even officially acknowledge the problem and fob you off. Instead they “communicate” through unofficial channels to cover their backsides (if things don’t work out or get worse you can’t hold anyone to account ).

They even hide/block comments on IG! I did come across an interesting account on Instagram recently: suunto_bugs. Looks like a frustrated member of this forum!

[Spree]

@dulko79 I agree mostly with the first half of this comment. When contacting support the issue should be acknowledged, even with all the caveat and limitations that there may be (root cause unclear; only a certain number of people affected; etc). And this should be addressed.

I don’t however fully get the second half; it’s not the amount of complaints from the same users that drives action from a company; it’s the number of users affected that contact them

So by all means contacting Suunto if you have the problem makes all the sense in the world; by all means contacting them again if you have additional data to share that could help pinpoint the issue and fix it (for instance, if downgrading the firmware - which is an option for both Suunto 9 Baro and Suunto 9 Peak - stops the behaviour; or if some new patterns emerge for you with the bug). Otherwise contacting them repeatedly doesn’t achieve much.

[Dimitrios Kanellopoulos]

Hey guys. We are here moderators not support.

While we can report issues to the internal helpdesk issue, support is the right channel for this.

Support can understand the criticality of the issue and then delegate correctly the task

Creating here a discussion wont help nor will creating IG channels etc.

[A Former User]

@cosme-costa said in Reboot during activities:

@zhang965 Behind your school or mine?
PS: Don’t worry I’ll let you win.

don’t forget to start the MMA activity on your suunto

[dulko79]

@Spree Well, I meant you have several ways how to reach out to Suunto for support. When you open a case, you track it to the solution through a communication channel you have chosen.

[dulko79]

@ADHDMonkey What do you mean communicate through unofficial channels? I still think the best way is to go directly to Suunto support. Based on the quality of support companies keep or loose customers. Talking about Suunto not acknowledging the problem is difficult. You do not know how many watches are affected by the problem. Companies have plans/strategies for all kinds scenarios, they change faulty products, software updates, they ignore the problem etc…

[ADHDMonkey]

@dulko79

If you contact suunto direct they play dumb, as if it’s not a known bug affecting multiple users. They’ll talk you through reset and then suggest you send in your watch when nothing improves.

Meanwhile on here we are being told that things are supposedly moving behind the scenes, but it’s not an official rep saying that, so, quite frankly, means almost nothing (I base this opinion on past experience regarding other known bugs in previous releases). We’re advised here to downgrade the FW, but that’s not an officially endorsed Suunto procedure; if your watch gets bricked, you’re on your own. You take all the risk.

That’s what I mean.

[zhang965]

@ADHDMonkey said in Reboot during activities:

dulko79

If you contact suunto direct they play dumb,as if it’s not a known bug affecting multiple users. They’ll talk you through reset and then suggest you send in your watch when nothing improves.

Meanwhile on here we are being told that things are supposedly moving behind the scenes, but it’s not an official rep saying that, so, quite frankly, means almost nothing (I base this opinion on past experience regarding other known bugs in previous releases). We’re advised here to downgrade the FW, but that’s not an officially acknowledged Suunto procedure; if your watch gets bricked, you’re on your own. You take all the risk.

That’s what I mean.

Well, I’m not agree with you,

If they can find some one who cannot figure out the difference between s9p and s9pp, or someone reads II as “eye eye” to test their products…

Maybe they really don’t know this bug…

[TyreseJ4]

I really didn’t want to add more than what has already been said, but Suunto really needs to play this one VERY carefully because a lot of their customers (including myself) are still using the Suunto 9 Baro. In my opinion Suunto just hasn’t produced/released anything to date that makes me want to replace the 9 Baro with their “new” devices. To me, the Suunto 9 Baro is still Suunto’s flagship device. In other words, if they loose their Suunto 9 Baro users I think that’ll be a big problem. To be fair the reset and 40 minute GPS reconnect has only happened to me once. However every time I walk out of my door with it I’m worried it may happen again. Thankfully I also have a FR945 to record with. It’s safe to say if there’s no official statement on this I’ll be moving on. I mean what else am I supposed to do?

[zhang965]

@TyreseJ4 said in Reboot during activities:

I mean what else am I supposed to do?

Buy a s9pp, it doesn’t have problem so far.

[zhang965]

Well, what an improvement, you can find the delete button, now we can show you to recognize correct product.