[Watch] hardware quality issue on SSS WHR Baro

A Former User · 28 May 2018, 15:49

just got my SSS WHR Baro today and now i saw that it has an issue.
there is a little dot in the display. no dust or so - it’s not removeable.
i just wrote to suunto now for a replacement as the watch costs a lot of money and i will not accept this issue.
the first time that i have to complain about the quality / workmanship on a suunto watch…
would you accept it?!
i guess it will take a looooong time to get an answer of suunto - maybe @Dimitrios-Kanellopoulos could help me to urge here?
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A Former User · 28 May 2018, 16:10

And 2nd issue. Just removed black band and tried the Amber one.
Now the black one has a problem and i cannot mount it anymore, see comparison of both bands in attached picture. Looks like the pin inside jumped out and blocks now. (Dont know how to describe it better and especially in english)
.

A Former User · 28 May 2018, 16:31

so i managed somehow to mount the black wristband again and will send back both now (watch + amber band as i cannot do anything with a band but without watch)

will call suunto tomorrow morning about procedure as i will for sure not pay for the shipment as it’s not a return within 14 days just for fun but because of problems with a brandnew 600€ watch!

very disappointing!

Dimitrios Kanellopoulos · 28 May 2018, 16:46

@asdf123 Hi man these things happen and can happen with all HW. Why would suunto not accept the replacement?

A Former User · 28 May 2018, 17:32

Will see, as they want the customer to pay for a Return.
And the “german” customer support does not understand German very well.
But i have to call them, otherwise i would have to wait weeks to get an answer of the support due to my Mail.
Already had to wait up to 6 weeks to get an answer on simple Tickets

And i will not accept repair or so. I want a nee watch without damages and problems for my Money.

Dimitrios Kanellopoulos · 28 May 2018, 19:03

@asdf123 said in [Watch] hardware quality issue on SSS WHR Baro:

Will see, as they want the customer to pay for a Return.
And the “german” customer support does not understand German very well.
But i have to call them, otherwise i would have to wait weeks to get an answer of the support due to my Mail.
Already had to wait up to 6 weeks to get an answer on simple Tickets

And i will not accept repair or so. I want a nee watch without damages and problems for my Money.

What? What ? What?

CAn you give me some details?

Did you buy it from Germany and atm you are in Germany?

Acording to EU law the only case that the consumer pays the sending costs is if he is in another country of where he bought it and that should be refunded (to speed up the process)

A Former User · 28 May 2018, 19:34

I am austrian and ordered via austrian Suunto Shop

httpp://www.suunto.com/de-AT/
In Suuntos terms and condition its written that Suunto doesnt offer free return. Customer can decide which service he uses and Suunto does not refund costs.

Dimitrios Kanellopoulos · 28 May 2018, 19:57

@asdf123 said in [Watch] hardware quality issue on SSS WHR Baro:

I am austrian and ordered via austrian Suunto Shop

httpp://www.suunto.com/de-AT/
In Suuntos terms and condition its written that Suunto doesnt offer free return. Customer can decide which service he uses and Suunto does not refund costs.

That is interesting, however in this case we are talking about a return right? It’s a defect under warranty no?

A Former User · 29 May 2018, 04:11

Yes, its a return because of a defect/problem of display/bezel and wristband.

Dimitrios Kanellopoulos · 29 May 2018, 07:19

@asdf123 then for that you should not pay

A Former User · 29 May 2018, 07:30

@dimitrios-kanellopoulos said in [Watch] hardware quality issue on SSS WHR Baro:

@asdf123 then for that you should not pay

from my side, i guarantee that i will not pay anything in this case.
suunto cannot work around law.

will see what suunto will offer now.

had a call with a woman, with very bad german, so hard to communicate and she didn’t read the mail proper and didn’t have a look on the pictures first -> as she asked for pictures i told her she should just have a look in my mail(s).

she will talk to the spare part departement about sending me a new wristband for free. could be that i have to send additional pictures -> what for? as the quick-release is just not useable, no picture will show it.

concerning the display she just said “we cannot fix this issue” -> WTF? haha, of course they cannot send a new display, but offer replacement or any compensation if they are sure this cosmetic issue doesn’t affect functionality and water proofness at all.

will see how long it will take now to get an answer.

SlaSh · 29 May 2018, 07:41

All this is so off-topic in the suunto app forum, I would suggest to stop blaming anyone here just deal with support directly, this forum is not supposed to be for user complains about their issues with support

Once you are done with support you can update after with outcome

A Former User · 29 May 2018, 07:42

ok, no problem, i will simply stop doing anything here, also fine for me…
sorry for disturbing

last update: service is a piece of sh***
got a brandnew watch with issues and should send it in to get it repaired now which will take 2-3 weeks!
otherwise for returning the watch i should pay for shipment!
will be my last suunto because of bad service. i already had a lot of suunto watches and never a hardware issue.
but then when i first need support they sh** on the customer! not with me!!!

Dimitrios Kanellopoulos · 29 May 2018, 08:06

@asdf123 Hey man relax. We are not support here.

Please do not shoot the messanger.

Not all Suunto support is like this. Please do write to them to replace without delay the watch.
Btw did they really say 2-3 weeks?

Just use your right to a replacement not repair

A Former User · 29 May 2018, 08:10

@dimitrios-kanellopoulos said in [Watch] hardware quality issue on SSS WHR Baro:

@asdf123 Hey man relax. We are not support here.

Please do not shoot the messanger.

Not all Suunto support is like this. Please do write to them to replace without delay the watch.
Btw did they really say 2-3 weeks?

Just use your right to a replacement not repair

yes, 2-3 weeks is written in the mail of suunto support! (can send you the email text )
i already answered that i will not accept it. of course this reply opened a new ticket now and everything starts from the beginning.
oh man…

Dimitrios Kanellopoulos · 29 May 2018, 08:13

@asdf123 I understand your furstration. At least at the moment you can use your watch for the time being.

That said you can always try https://ec.europa.eu/consumers/odr/main/?event=main.home.show

A Former User · 29 May 2018, 08:14

@dimitrios-kanellopoulos said in [Watch] hardware quality issue on SSS WHR Baro:

@asdf123 I understand your furstration. At least at the moment you can use your watch for the time being.

That said you can always try https://ec.europa.eu/consumers/odr/main/?event=main.home.show

thanks for this link, i will use it

Dimitrios Kanellopoulos · 29 May 2018, 08:15

@asdf123 that link saved my from Bragi when I had ordered the Dash Pro eaphones and they wanted me to pay for the sending costs

SlaSh · 29 May 2018, 08:23

In which city in Austria you are located? Maybe worth to go to the shop and deal with them?

A Former User · 29 May 2018, 08:54

@slash there is no suunto shop here near my location.
i’m calling suunto since 30min now again to discuss about sending me another wristband.
with her bad english again it is really pain in the ass to come to a solution.

anyways they want my watch in the factory to see the display issue and this would take 2-3 weeks.
so we will not find a proper solution for me and i will return everything on their costs (she again wants me to pay for it)

this support is waste of energy.
i hope for everyone that you never need suuntos support to find a fast n easy solution! if you want to wait for 3 weeks, it will be fine.
i mean if something happens within the 2 years of course i have to send to suunto to get it repaired or so - but not acceptable for a brand new watch that i just unboxed.

but yeah, as i’m not allowed to complain here i have to stop