Suunto Vertical Solar Canyon – Watch Stuck in Service for Nearly 45 Days with No Update

Batuhan Kaya

Hello,
I hope I’m posting this in the right section of the forum.

I’m writing here out of growing concern and frustration regarding my Suunto Vertical Solar Canyon watch. I purchased the device for $800, including extra straps and accessories, from Suunto’s official Finnish website. It was delivered to my sister in Norway, and then I had it sent to me in Turkey, where I started using it.

After about 4 months of normal use, the watch suddenly froze. I followed Suunto’s online support instructions and attempted a soft reset. Unfortunately, the watch never powered on again.

I contacted Suunto support and was advised to send the device to Finland for inspection. I had to ship the watch nearly 2,000 km from Turkey for this process. The service center received the package on April 1, 2025. Now it’s been nearly 45 days, and I still have no clear information or timeline regarding the repair or replacement.

Here is what I’ve done so far:

Sent over 40 emails to support
Used Live Chat nearly 20 times
Reached out to Suunto staff via LinkedIn
I also sent direct messages to Suunto’s official social media accounts regarding my case
Contacted consumer authorities, but couldn’t proceed since I’m not in the EU
At one point, I even managed to find the email addresses of various Suunto service contacts in Finland and sent each of them a message asking: “Is my watch with you?”
The replies I’ve received so far have been polite but repetitive — kind apologies, promises to escalate, but no tangible result.

I would like to kindly ask the Suunto team, if possible:

Is it expected that a completely non-functional device may remain in service for nearly 45 days without any detailed update?
Could you please let me know when I might receive a clear outcome or timeline regarding my case?
I have seen other customers mention faster warranty replacements for similar issues — could someone clarify if there are specific criteria or conditions that determine the response time?
This situation has caused me considerable stress and uncertainty. I’m still hoping for a fair and professional resolution.

I was advised on Reddit to post this issue on the official Suunto forums, and that’s why I’m here now. Honestly, I’ve tried everything — every possible way — and I no longer know what else to do. If anyone here can guide me or help in any way, I would truly appreciate it.

isazi

@Batuhan-Kaya that’s very weird

Brad_Olwin

@Batuhan-Kaya @Batuhan-Kaya Can anyone help here @Dimitrios-Kanellopoulos or @pavel.samokha? I am the redditor that suggested you post here.

Batuhan Kaya

@isazi Hello, thank you for your response. There is definitely something unusual going on, and I just can’t seem to reach the right person.

Batuhan Kaya

@Brad_Olwin Hello, thank you for your response. Do you think these people can help me? I appreciate you tagging them.
Do you think there’s anything else I can do?

pavel.samokha

I shared this inside the company

Brad_Olwin

@pavel.samokha Thanks!

Batuhan Kaya

@pavel.samokha Are you sure ? Because no body contacted with me after one week . Actually I really don’t understand what is going on in this repair thing. Obviously somebody making this intentionall or obviously Suunto try to hide or avoid something.I am geting starting to thinking like this. I need to know clearly where is my watch and what is going on inside this company.

sartoric

@Batuhan-Kaya said in Suunto Vertical Solar Canyon – Watch Stuck in Service for Nearly 45 Days with No Update:

@pavel.samokha Are you sure

Well, I understand the frustration, but this is really not nice to say to someone trying to help …

pavel.samokha

@Batuhan-Kaya I’ve heard the issue has been resolved