Software update 2.39.20 (2024 Q4)

[Łukasz Szmigiel]

@isazi the problem is not in adressing the issue in github repo but the lack of official communication in a sane timing.

[isazi]

@Łukasz-Szmigiel isn’t this the first, or one of the few times, that Suunto officially addressed a bug? Maybe it’s a good sign. And it should have been fixed earlier, in Suunto’s plans the hotfix should have come weeks ago, but the big proved tricky to fix. I shouldn’t get involved in the discussion more than this.

[Łukasz Szmigiel]

@isazi no hard feelings, we’re just discussing with the intent of giving the consumer feedback that might improve the product and the relations between Suunto and its customers.

Fixing certain bugs is hard. Not all people are developers to understand out of the box that it might take more time to debug, fix, test and deploy. But from my experience of working in e-commerce - people do understand and are OK with delays, but only when they are addressed with dignity and are told the truth.

We had a massive surge of orders during last Christmas, and we didn’t change the shipping times from 24 hours to the real (back then) 5 days, so worried people started writing mails and calling, which disrupted the office. I insisted that we e-mail people the explanation and reassurance that their orders will be shipped before Christmas, regardless of delays.

The effect was that few people came angry and wanted to cancel their order (but they still had time to find another gift elsewhere). However, the vast majority even took their time to write back and acknowledged that they are happy we noticed them and that they are OK with it and understand that everybody wants a gift before Christmas, so the delays are expected. Also, a few people wanted to change their shipping address, because they had their trips scheduled and wouldn’t be able to pick up the order under the previously specified location - so that was a bonus of averting someone’s disaster of missed gift.

In case of Suunto and OHR issues, I’m positive that simply stating: “We know that X may be happening to your device. We’re working on a fix and estimate it may take a few weeks to deliver, because it’s tricky, and we want to test it thoroughly before we ship it to your device. Here’s what you can do to avoid it in the meantime”, would win the respect and trust of many people.

It’s cool that it happened eventually, but days+ before an actual fix after a month+ of the issue being known is a bad timing.

[isazi]

@Łukasz-Szmigiel I agree, if I could change something in the current approach is to have the release candidates as open (or semi-open) betas so that serious bugs could be acknowledged earlier, and instead of having release+hotfix, just have a release after 3 weeks of open beta reports (unless major stoppers)

[Łukasz Szmigiel]

@isazi yup, that sounds streamlined and reasonable. I really don’t get this secrecy we have now.

[ChrisA]

@isazi I too think (semi) open betas might be a good way. That’s something I liked about Garmin, that you could opt in to have betaversions installed and give feedback on them.

[2b2bff]

@ChrisA said in Software update 2.39.20 (2024 Q4):

That’s something I liked about Garmin, that you could opt in to have betaversions installed and give feedback on them.

Not that they neccessarily listen to the feedback…

[ChrisA]

@2b2bff

[enneo]

I have just seen that a 2.39.44 is available for my Race.
Anyone has details on this?

[Egika]

@enneo yes. It is the OHR and sleep bug fix
Plus fixes the Wifi connection problem
Plus has some changes in the swimming algo to improve pool swim accuracy

[pavel.samokha]

Topic locked, 2.39.44 released https://forum.suunto.com/topic/12526/software-update-2-39-44-2024-q4-hotfix-new-pool-swim-algo