Real-time sync/info in phone? Is the support staff cluless or what?

Mattias Göransson

Hi!

I have asked the support page twice about a function, real-time sync on the phone during an exercise. I asked for support after I got a human since the AI said that I should contact support or go to their official website. I was on the support page on suunto.com…

But what I asked.

“I currently have a Samsung Galaxy Watch 5, and there are several things I’m not satisfied with. One of the main issues is that I can’t see real-time data on my phone when I start a cycling workout on the watch. I’ve been looking into upgrading, mainly because I’m missing the ability to view real-time data on my phone (which I have mounted on the handlebars), such as heart rate, speed, and so on.
This function is available on my Galaxy Watch, but it is extremely limited, as the watch does not collect the same information as when the workout is started directly on the watch. I’ve been looking at the Suunto Vertical 2 or the Suunto Race 2. Is it possible to start a workout on the watch and get real-time training data displayed on the mobile phone?”

Support: Since early 2021, the Suunto app is the future of our digital service – and has replaced Movescount. To find more info on our digital services, you can click the following link: https://bit.ly/35hdaAH. You may now create/import/export routes for your Suunto watch directly in the Suunto app, and sync them via Bluetooth to your watch.

Me: Is it it not only a route, or will it also show speed, distance, and pulse?

You can pair your watch with your mobile phone. Later, you can export the data from the watch. The data will display everything, including the heart rate measurement.

Me: Ok, so not in real time during the exercise?
That is the function I am after. I want to see it in real time since it is hard to look at the watch while on a mountain bike

5:33 PM
Support: In real time as well, as you have the app downloaded in mobile phone and connected with the watch. All the data will be reflected on the device too. You can track your routes and activities.

That seems very clear, then on reddit people said this function does not exist. I found posts here that did not exist in December 2025.

So I asked the support again, and got this reply.

" Steps for Real-Time Mobile Information During Workout: Ensure Bluetooth Connection: Pair your Suunto Race 2 with the Suunto App on your mobile device through Bluetooth.

To enable Bluetooth, navigate to your device’s settings and select “Connection” » “Discover” to initiate pairing.

Access Real-Time Data: Once paired, open the Suunto App on your mobile device. Navigate to the “Workout” section or “Live Tracking.” You’ll receive real-time workout data, including pace, heart rate, and more, directly on your mobile." "

And a person on Reddit calls me an idiot between the lines since I believe that the support can give support. I also got a reply that “Live Tracking” is a third-party app.

I don’t want to mess around with a third-party app. I want to use one app and get information about my exercise on my phone screen.

Is this possible?

OutdoorMan

Regardless of what support said, this function as you are describing it does not exist on Suunto watches. And yes, Live Tracking is a third party app - created by a developer not related to Suunto.

Mattias Göransson

@OutdoorMan

A support one can’t trust and gives wrong information. Seems like a company I never want to spend money on.

2b2bff

If this was the chat, I doubt it was a human…

nathayogi

For me, it clearly is a matter of complete misunderstanding.

Mattias Göransson

@nathayogi

How could this be a misunderstanding?

“Support: In real time as well, as you have the app downloaded in mobile phone and connected with the watch”

I was clear that I wanted to be able to see the exercise in real time on my phone during an exercise.

Mattias Göransson

@2b2bff

Maybe, this just makes it clear that it is a very bad idea to buy anything from this company.

sartoric

@Mattias-Göransson
Well, don’t buy
This is the beauty of freedom of choice and abundance of available products on the market.

Kraisun Tunta

Before you buy, you need to know if this function is available. It’s a bit strange, isn’t it?

2b2bff

@Kraisun-Tunta said in Real-time sync/info in phone? Is the support staff cluless or what?:

Before you buy, you need to know if this function is available. It’s a bit strange, isn’t it?

Why? If that is a feature he likes to use, why should he buy and find out afterwards?

Gunnar

@Mattias-Göransson don’t buy anything from a company with AI support. You will save a lot of money.

Mattias Göransson

@Kraisun-Tunta

So, is it strange to get information about a product before you buy it? Especially if you are looking for one very specific function that your current device lacks.

Is that how you buy new tech? Dont care about reading up on the product, dont bother to see if it has the functions you want, just buy it and hope for the best?

sky-runner

I’ve seen bad quality misleading answers from the support too. Furthermore, if you look at Suunto page on Facebook under one of the posts that showcased offline maps, a user asked if the maps included labels like street names, and the answer from the official Suunto account assured that user that the map had labels and street names. That clearly wrong answer is still likely there for everyone to see.

Manuel Extreme

@Mattias-Göransson There are plenty of YouTube videos breaking these watches down to the smallest detail.

As far as I know, no company answers this kind of question directly. It wouldn’t make sense for them to have an army of people handling every random query through pre-sales support for millions of users.

If you’re surprised by how support responds, you probably haven’t dealt much with pre-sales support before.

Back to the topic: from what I can see, Suunto doesn’t have this feature.

Mattias Göransson

@Manuel-Extreme

WHAT?

So you think companies dont awanser questions about their products? What types of companies have you dealt with?

If we look at the Suunto support page, "We are available for your questions via live chat 24 hours a day from Monday to Friday. Support is available continuously from 9 AM CET to 9 AM CET the next day.

You can also contact us via Facebook and Instagram."
Since you can buy their products directly on their page, of course, you can ask questions about their products. Imagine going to a car dealership, and they refuse to awanser questions about their cars…

Any company worth anything will answer questions about its products. When I bought my Samsung Galaxy watch 1½ years back, I had some questions. I contacted their support and got clarifications about a few things. Since there were also some problems on their order page at the time, I had quite a big disccont on my order as well from the support page.

Since I am a tech nerd and often have very distinct must-have and nice-to-have functions, when I buy new tech. I always ask the company if I have questions that I need clarification on. And no company has ever just said “No, sorry, we dont awanser questions about our products.” since they would then know I would never buy from them.

Mattias Göransson

@Manuel-Extreme said in Real-time sync/info in phone? Is the support staff clueless or what?:

If you’re surprised by how support responds, you probably haven’t dealt much with pre-sales support before

Sounds like you have not, since you believe that they never awanser questions. I very often talk to pre-sales support.t I have been shopping online since the 90s. If I buy RAM, CPU, or something like that, then I don’t contact the pre-sales support.
But if there is a functionality that I am after and I feel the compnay is not really clear in their product page and marceting I always contact them. Or if I want to upgrade my network at home, see a router I want, but there is diffrent revisions of it, and they have diffrent chipset. One revision supports Open-WRT, but the otherones dont. Then I ask the place where I should buy it, from the manufacturer’s sales page or a retailer: What revision of the hardware do you have in stock?. Just as an example, I hate buying somehting get it home, and spending time setting it up to find that a function I was after is not there or is implemented in a bad way.