Quality Issues S9PP

isazi

@mikel an update was released today.

mikel

@isazi said in Quality Issues S9PP:

@mikel an update was released today.

Thanks, I am installing it at the moment. Hopefully all problems will be fixed.

But it is still a shame that it is not possible to contact the suunto customer service anymore.

isazi

@mikel there is a chat in the app to contact support.

Brad_Olwin

@mikel I have used the chat in the app and had no issues contacting support,

mikel

@Brad_Olwin Yes, I know. I have tried the chat in the app today from 9am CET to 15pm CET and only a bot responded and posted a message about the working hours (during the working hours)

l have also tried the support on the home page. A chat should open there as well . But it did not open. I have tried Chrome and Firefox.

So lets hope that my problems are fixed with the update.

GiPFELKiND

@mikel today i had very big Problems with Support Chat…

mikel

@GiPFELKiND looks like my 4th s9pp is broken within a year ab the support is still not reachable via chat in the app.
Quality and service 1/10. As s long time user I won’t recommend Suunto anymore.

@mikel said in Quality Issues S9PP:

looks like my 4th s9pp is broken

false

@mikel 4th in a row… omg no way!

mikel

@false i have now performed a factory reset, synced with the app and updated AGPS. Later I will go for a short run. If the GPS data is still bad I will immediately order a Garmin.

Brad_Olwin

@mikel This is too bad, I have two S9PP watches and both suffered the peeling but one was a pre-production test watch stainless steel with peeling as an identified problem. The second is a titanium as this is still my favorite Suunto watch. I have no other issues with mine, the purchased model was bought day of release.

cemoi71

@mikel I hope that you get the support in between…
i purchased my s9pp since a year and never had big issues like these. The best product I have I’m really lucky with it.

but sometimes I was aware of some thing usages which have brought the watch on some situations…
And sometimes had to clean the phone, or restart (after updates), sometimes had change some options side phone, or suunto app or the watch.
Ifind there are so much options possibilities for the phone, for the suunto app for the watch itself.

But I would say, if you have a big issue and return it the first time, I would say unlucky you were the one of 1000 who get the worse one.
A second one would be really a bad luck, but begin to be strange.
By the third one I would say definitively that something on your side (not on the suunto hardware one) somehow works wrong.

Do you have the possibility to test it on an other phone near of blank (less app and connected devices) and apply the factory reset for the watch and test it ?
May I ask you where did you get the watches ? are they some brand you ones ? or 2nd hand?

@Brad_Olwin yeah I confirmed and I love the titanium one

mikel

@cemoi71 I have just reinstalled the app on my phone, performed a hard reset. The first run was ok. But today the GPS data was again poor for the first 500m. Also hart rate was wrong today (>204 during warm up. it was ok for the last 6 month)

About support: It was not possible to reach the support via app chat. The chat bot was working again. I was No7 in the row. It took long time and my phone switched the display off several times (waiting time over 30min). At the end I have missed the connection to the service agent.

I have contacted Suunto on Instagram. The first Suunto employee gave me s…ty answer like “try using GPS in open area”. After that I have written a little angry and sarcastic answer. So another employee excused for the previous answer and gave me some instructions for soft and hard reset and then the address where I can open a repair case. So I will send it to the repair center. As i know from previous experience that it will take about 2 month, I have just ordered a Garmin Epix Gen2 and will try my luck after 5 Years with Suunto. The Spartan was such a great watch. My wife’s 5 peak is running great and my son has the Suunto 7 and he is still satisfied. I won’t give it a 5th try.

@Brad_Olwin My 2nd S9pp was titanium and it lasted only 12 days when extreme problems with GPS occurred. luckily it was during the 14 days return period.

cemoi71

@mikel hmmm I find it really strange…
did you tried with an other phone ?
maybe let your son and wife test the watch after the repairation…

mikel

@cemoi71 I don’t think its the phone. The GPS is recorded on the S9pp and when I start running the pace also jumps a lot (3.xx to 6.xx min/km) for about 500m. after that my pace is nearly constant around 6.00 min/km.

I also don’t want to change my location for running. I start running from home and the Spartan and the 5P were really good. Suunto also claims for S9pp: “The superior GPS allows you to see your location, pace and distance with greater accuracy, even in challenging environments.” And my location is not really challenging for any GPS watch.

cemoi71

@mikel my supposition was that maybe the exchange between both in BT is so high and really long so that it could suck the battery. an other functionality which may suck the battery is the gps if it’s so often requested.
my process is to exclude the phone, because if it’s bound to the watch, it has somehow an impact on the watch. And for each watchs you had, it was bound to each of them.
Prove me that it didn’t involved on this issue…
is just an sw dev thinking by bug investigation on hardware…
I just find unrealistic that you have huge issues by 4 hardware in the row… at your place I would investigate what could be wrong in my environment…

Please do not wrongly interpret that I point my finger on you. I just would help you, and I find your issue quite strange and interesting. And hope that you may solve it soon.

mikel

@cemoi71 I understand your point. I work for 19 years for a leading CNC manufacturer. 12 years as a field service engineer (repaired CNC controls and drives) and 7 years as a application engineer for CNC. Before that i worked for a German machine tool builder for 5 years in the electrical hardware department. So I also know a little bit about electronics, devices, software and quality.

battery life in 3 of the 4 s9pp i had were excellent. Only the third one was broken from the beginning. The actual s9pp runs for weeks. Most things are good. But I don’t accept the GPS quality. Especially as they claimed that the GPS is better than before which is not the case.

The first just has problems with charging after a few moth.
the second was forking fine for some days than the gps was completely massed up
the third had a massive battery drain from the beginning
the forth was a refurbished by suunto. I expected that it will receive the newest revision and will bi good. Sadly since November the GPS accuracy problems starts. Not as bad as the broken second s9pp just really disappointing.

You can check the experience here in the forum and the customer reviews in amazon.

cemoi71

@mikel thank you very much for your precisions.
Yes indeed i remark that you’re in best condition to talk about quality

The resume of your issue is quite interesting.
I gave a look on recension in amazon, 10% bad issues upon near 1400 people, is quite high.
But we can’t see there if some are solved or are jittered like yours.
I believe good product may have such amount of issues, but what determined if the provider is good is if he find solutions. By even the best it may happen that it long jitter…

I don’t know what I may add more about it…
Maybe you could have a look at the quality recension of the vertical or race watches, if they are quite good
Then you try to handle a fair replacement with one of them (if you tried with 4 devices, means for me you’re a good client, that I should not lose)…

Would that imaginable for you to something like this ?
I think for you and suunto it would be fine to cut off the long (neverending ?) loop and bring it to the end. They will be maybe fine to handle with an other one if you ask them by saying
“stop! it leads now to nothing, I see the vertical and (or) the race, what could you propose me for replacement” something like that (i’m maybe not the best for speaking for best business…)

cemoi71

you may have now a better watch for not it real price and all may be happy

rooldaa

Hi there,

After 1,5 years of extensive use I’ve started to have an issue with quality. The lowest button started to stuck physically during outdoor activities when it’s close to zero or below. This is a progressive issue. It happened this winter for the first time and since then it’s becoming more and more annoying.

When I do activity around zero degrees or less and when I try to finish it or to do a lap, after I pushed the button it doesn’t return to “unpushed” state.