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

Batuhan Kaya

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.

isazi

@Batuhan-Kaya that’s very weird

Brad_Olwin

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

Batuhan Kaya

@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.

Batuhan Kaya

@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?

pavel.samokha

I shared this inside the company