Disappointing launch
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@colinmacdon where are you based? I am in the Netherlands and they mentioned I should receive a shipping confirmation today and the watch by the end of next week… still not great since Amazon NL/DE have this available for next day delivery since launch day…
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@colinmacdon When I spoke with chat, I was told that an internal email was sent to find out about why the order is potentially delayed and that I would receive an email when it ships. I’m going to assume that I am in the same boat as you, which is fine. Now I know that I won’t have it in time for an upcoming event. Too easy, you know!? Communication is important to me as a customer.
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Honestly, what we have seen (or actually not seen) from Suunto the last couple of days is simply not good enough. A company trying to get back into business shoul deliver in their promises or at least communicate to them.
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I’ve worked in product for many years, and this is about as bad as I’ve seen for an international launch. Multiple colours and options in marketing material and then one offering in some regions and just two in others. shambles.
They were definitely spooked by Polar and tried to counter attack hard. it’s ended up being a sh1t show.
I’m not entirely impacted by this, but to watch it play out is embarrassing and proper cringy. I feel sorry for those who work in product, this will have been a management decision with no real idea of the impact it will have. Sort it out Suunto!
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@sir_max Canada
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@colinmacdon sadly i didn’t get any notification - chat said it was DHL which usually delivers very quickly so it seems more of a warehouse issue.
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@matthinsh why spooked by Polar? Release date was planned months ago. Some issues with stock from the Chinese factory must have impacted the availability of the Titanium models in some markets. In China, close to the factory, watches were shipped already the 13th.
Watch: Suunto Vertical Ti
Blog: isazi's home
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isazi said in Disappointing launch:
Some issues with stock from the Chinese factory must have impacted the availability of the Titanium models in some markets.
We always have something to blame
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@zhang965 A little communication from Suunto to those of us impacted would go a long way.
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@sir_max on https://web.global-e.com/order/track, my order used to say processing, but now says nothing. Just indicates: Placed on:17/10/2023 09:02:24 UTC
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@colinmacdon latest update from support:
It seems that the order is on ‘Hold by Global-E.’ Unfortunately, i dont have information why did that happen. I will forward this case internally and investigate the issue. We will let you know via email once the order has been sent or we know why this problem happened. -
Just my two cents.
I ordered SR Steel version and SR Titanium version separately on Oct 17.Today I received a notification from UPS that they are delivering something for me (I suppose this is the Steel version order).
And then I received an email from Suunto that shipping of my order is “slightly delayed more than expected”. Asked them about rough estimation.
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@colinmacdon mine also went from processing to nothing. Has anyone received any information as to when the titanium model will start shipping?
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I pre-ordered the titanium version and after waiting a few days for the scheduled delivery, Suunto changed the delivery date to May 2024. I canceled the purchase and purchased the steel version on Friday, which I received today. I wanted the titanium version because of the lighter weight, but I won’t wait a few months. Don’t wait, the steel version is great
I have been using Garmin, Polar, Coros and Suunto watches for 20 years for running and cycling. I currently have Suunto Race.
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@gizmo congratulations! I will wait. Until that I’m fine with my 9PP. And I like Suunto so much that I want to believe that I’ll get my SRT by Christmas at least
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I attempted to use Chat with Support on my order, but there were 51 ahead of me and I needed to get to work. And chat times are CET, and I’m US Pacific.
Not gotten a reply from Suunto on my Titanium order either through Facebook or Instagram messages.
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@seanvk maybe another attempt? I had 18 ahead of me and it took 5-10 minutes not more. I hope there is more than one person answering
Support was very friendly thougn not very helpful - “just wait”, “if everything is fine then it will be shipped”, “don’t panic” -
@isazi said in Disappointing launch:
@matthinsh why spooked by Polar? Release date was planned months ago. Some issues with stock from the Chinese factory must have impacted the availability of the Titanium models in some markets. In China, close to the factory, watches were shipped already the 13th.
For a date that was planned months ago…has their been any market outside of China and field testers that has received titanium models?
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@isazi if this was planned months ago then it’s even more embarrassing. I was trying to figure out why marketing would be so poor on and around the launch, why stock is so lacking in all but 1 colourway, why the stock for the watch straps went out of stock immediately, why stockists in Europe have been double guessing the situation (this is fact, even amazon have been messed about)… I could go on.
I have a suunto vertical,so I’m not affected. I had a 9PP, a 9baro, a spartan. I am a massive Suunto fanboy. I even have two of my kids wearing suunto 5 and my partner has a 9PP (which she is fed up with due to the lack of watch faces, says it all!).
But watching this latest debacle has been so pathetic. It’s really affecting my brand loyalty to see how little regard they give people spending big $$$ on a watch. It’s not acceptable in this day and age.
Watches shipping close to a factory is ridiculous. Not having half the colours even on the product landing pages, despite showing them in the marketing content is really not cool. The messaging is wrong and the treatment of customers is not good enough.
This is why I’m amazed that this isn’t a reaction to the market, or some internal pressure to release fast. So yeah, if this was planned months ago then shame on Suunto.
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@colinmacdon I got an email saying this and the item shipped but global e still has nothing.
What would you all choose?
We would like to inform you that due to a systemic issue, the shipping of your order was slightly delayed more than expected.
Due to this reason, we can offer you one of the following options, as an apology gesture:
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A partial refund of 20€. This may be credited back to the account you made the order
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A coupon worth of 70€. You may use it to purchase new accessories for your watch or as you wish.
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A Suunto branded vacuum insulated stainless steel bottle (Product number: SS022767000).
Please let us know which of the above options you would like to have, and we would be more than happy to do it for you.
Rest assured we have already shipped out your order, and hope that you enjoy it shortly.
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