Vertical 1 - OHR sensor cover damaged, replacement instead of repair. Has anyone had this?

Wilson75

Hi everyone,

My Vertical1’s optical heart rate (OHR) sensor protection was damaged. I contacted Suunto support, and they asked me to ship the watch to their repair center for inspection. After about a week, they came back and said the watch needs to be replaced, not repaired.

Has anyone else had the OHR cover or sensor damaged on a Vertical and gone through suunto’s repair or replacement process? I’d especially like to know:
Did Suunto offer a repair, or only a replacement?
Did the replacement cost you anything? (pricing proposal 350eur incl. tax)

Any experiences would be very helpful. Thanks!

NB: I guess that the replacement watch will be one made in China, while my watch was originally made in Finland…a bit annoying

isazi

@Wilson75 I had my Vertical 1 repaired, but for another issue

MKPotts

@Wilson75
I had this with my 9 Peak Pro. The first time it happened (watch 7-8 months old) they repaired it. This involved replacing the entire (titanium) back panel, so the serial number etched there no longer matched the one recorded in the watch. It then started bubbling/cracking again a few months later - so the watch was now about 12 months old - and this second time they replaced the watch. They didn’t explain why - maybe because I told them I wasn’t prepared to wait another 1-2 months like I had to for the first repair.

Wilson75

Thank you for your feedback.
I decided to accept the discount offer and purchase a new watch.

A few initial observations:

Buttons: They feel a bit stiffer than expected (though this might just be because it’s new, as my previous Vertical loosened up over time).
Performance: It’s noticeably faster and much less laggy.
Sleep Tracking: This is the biggest improvement. My sleep tracking is significantly better now—I’m convinced the damaged casing on my old watch was affecting sensor accuracy.

Also, for future reference regarding the repair process from Germany:

Shipping: Sent the watch to the repair center in Ljubljana (took 1 business day).

Evaluation: Received an email stating an update would take up to 7 business days. Exactly 7 business days later, I received the evaluation report.

Resolution: I opted for the replacement offer with payment (3days), and the new watch arrived just 1 day later.

Wilson75

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