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

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  • B Offline
    Batuhan Kaya
    last edited by 10 May 2025, 11:15

    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.

    I B 2 Replies Last reply 12 May 2025, 20:15 Reply Quote 0
    • I Offline
      isazi Moderator @Batuhan Kaya
      last edited by 12 May 2025, 20:15

      @Batuhan-Kaya that’s very weird

      Watch: Suunto Vertical Ti

      Blog: isazi's home

      B 1 Reply Last reply 13 May 2025, 04:53 Reply Quote 0
      • B Offline
        Brad_Olwin Moderator @Batuhan Kaya
        last edited by 13 May 2025, 02:06

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

        Vector/T6c/Ambit 3 Peak/S5 Copper/S3/S7 Ti/S9 baro Ti/S9P Ti/S9PP Ti/Vertical Ti/Race Ti/RaceS/Ocean/Wing

        B 1 Reply Last reply 13 May 2025, 04:56 Reply Quote 0
        • B Offline
          Batuhan Kaya @isazi
          last edited by 13 May 2025, 04:53

          @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.

          1 Reply Last reply Reply Quote 0
          • B Offline
            Batuhan Kaya @Brad_Olwin
            last edited by 13 May 2025, 04:56

            @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?

            1 Reply Last reply Reply Quote 0
            • P Offline
              pavel.samokha
              last edited by 13 May 2025, 06:52

              I shared this inside the company

              Opinions expressed are solely my own and do not express the views or opinions of my employer

              B B 2 Replies Last reply 13 May 2025, 12:18 Reply Quote 5
              • B Offline
                Brad_Olwin Moderator @pavel.samokha
                last edited by 13 May 2025, 12:18

                @pavel.samokha Thanks!

                Vector/T6c/Ambit 3 Peak/S5 Copper/S3/S7 Ti/S9 baro Ti/S9P Ti/S9PP Ti/Vertical Ti/Race Ti/RaceS/Ocean/Wing

                1 Reply Last reply Reply Quote 1
                • B Offline
                  Batuhan Kaya @pavel.samokha
                  last edited by 19 May 2025, 10:23

                  @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.

                  S P 2 Replies Last reply 20 May 2025, 08:14 Reply Quote 0
                  • S Offline
                    sartoric Moderator @Batuhan Kaya
                    last edited by 20 May 2025, 08:14

                    @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 …

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                    1 Reply Last reply Reply Quote 1
                    • P Offline
                      pavel.samokha @Batuhan Kaya
                      last edited by 30 days ago

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

                      Opinions expressed are solely my own and do not express the views or opinions of my employer

                      1 Reply Last reply Reply Quote 3
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