Disappointing launch

colinmacdon

@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.

sashaklepikov

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.

FoleyRose

@colinmacdon mine also went from processing to nothing. Has anyone received any information as to when the titanium model will start shipping?

gizmo

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

sashaklepikov

@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

seanvk

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.

sashaklepikov

@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”

colinmacdon

@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?

matthinsh

@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.

sir_max

@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:

A partial refund of 20€. This may be credited back to the account you made the order
A coupon worth of 70€. You may use it to purchase new accessories for your watch or as you wish.
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.

craigeggleton

@sir_max Please tell me this is a joke???

craigeggleton

@sir_max So after reading this again, were they saying your order had now shipped and they were offering you the additional options as an apology? If that is the case, then I’d be OK with that.

General_Witt

@gizmo I like the way the grey Titanium gets scratched way more than black steel. Scratches are less visible. The jewelry I ordered the Titanium versione from told me thay expect to receive the watches before November, that is a delay I’m ok with, otherwise they’ll reimburse me the full price of the watch.

colinmacdon

@sir_max at least that is something . I have received no communication (unless I chat with support, but then they know nothing). No indication of a delay or what is going on or a new ETA.

sir_max

@colinmacdon @craigeggleton yes, I edit my original post to add the bit they said about the shipping but global-e says nothing haha.

Just a note that I did have a chat with support and one time they asked for my email, so perhaps try again to get someone who takes down your details.

I mean it’s a nice a gesture but at this point I just want the watch! Maybe I’ll take the store credit and get a new watch bands or heart rate monitor…

colinmacdon

@sir_max They took my info (email, etc.) both times, but really offered no help and I haven’t heard anything,

craigeggleton

Tempted to return this when/if it arrives and just pull the trigger on something else. Have trouble supporting this kind of nonsense.

Egika

the bottle is 29€ in the store. So better take the 70€ voucher right away and get 2 bottles

sir_max

@Egika haha they might tempt me to get the wing

sashaklepikov

@Egika the only issue - you have to pay for delivery additionally if spend €70. and a bottle (I hope) will be shipped together with delayed Titanium