Wing 2 general discussion

Mi_chael

FYI

On Telegram, Suunto Spanish moderator said that Suunto app will available on the SuuntoPlus Store.

I don’t know when. Perhaps with Suunto Vertical 2

mountain_erin

Hi - I got a Wing 2 last week and I have been having connection problems.

Phone: Samsung S23.

I am able to find the Wing 2 on my phone’s bluetooth menu but the headphones don’t actually connect. (the phone says they’re connected, but the light keeps flashing and eventually the headphones turn off). Additionally, the Suunto app keeps spinning in pairing mode and doesn’t ever connect to the Wing 2. My music apps won’t recognize it.

I’ve uninstalled the Suunto app and tried to connect the Wing 2 without the Suunto app present (didn’t work). I’ve reinstalled the Suunto app. I’ve restarted my phone. Nothing works.

I was able to connect it to my husband’s phone (older Samsung, no Suunto app) and it connected without issue.

I did email support but I was wondering if anyone else was having the same issue.

m. h.

@mountain_erin
YES! I am having the exact same Problem. I can connect but it is still blinking and in the Suunto App it whows no Connection

Tieutieu

@Mi_chael user guide indicates that vertical, race and race S will compatible throught app. Great news !

Mi_chael

@Tieutieu

Nice !

Waiting for the app…

Dimitrios Kanellopoulos

@mountain_erin first pair it as a normal bt device

m. h.

@Dimitrios-Kanellopoulos did do that. it is paired. the light are still flashing and the suunto app does not find them

mountain_erin

@Dimitrios-Kanellopoulos Hi - I attempted to pair it to my phone without the app on my phone and it wouldn’t connect. I’ve also attempted to pair it to a Surface Pro 9 and the Surface cannot find the headphones. I was able to successfully pair it to an older Surface Pro 6.

I’m work in IT. I’ve talked to my IT colleagues. We think the issue is with the driver or software on your side of things.

I’m also a gear reviewer and well… my review isn’t going well at all. I emailed your help desk Sunday night and I haven’t heard anything back.

m. h.

I am actually sending them back because I am still thankfully in the Return Window. Suunto Support said if you tried reseting and forgetting it in Bluetooth Settings then there is nothing more you could do and you have to send them in for repair. like WTF?

Dimitrios Kanellopoulos

@mountain_erin Help desk has nothing todo with reviews nor is that a place to connect with Reviews.

If you keep the button held and the pairing mode sound is heard and it doesn’t connect then its faulty apparently.

mountain_erin

@Dimitrios-Kanellopoulos

I need someone to help me escalate this issue b/c it’s not going well.

I’ve successfully paired the headphones to 2 devices (my husband’s phone and an older Surface Pro). The headphones refuse to pair to MY phone or MY work Surface Pro.

So the headphones kinda work, but there’s likely an issue with the driver or software preventing the headphones to pair to ALL devices.

The help desk is absolutely relevant b/c I NEED HELP. I received a pair of these headphones to review and if I cannot use them, I cannot give them a good review. It’s in Suunto’s best interest to get me some help so I can actually use the headphones.

I would expect, that as Community Manager, you’d be able to provide some help in this area.

For comparison, I can call up Garmin and get a human to help and get an answer within minutes. Suunto doesn’t have a call help center. I emailed for help 4 days ago. I’ve posted to this forum. I’ve not received help.

isazi

@mountain_erin said in Wing 2 general discussion:

@Dimitrios-Kanellopoulos
The help desk is absolutely relevant b/c I NEED HELP. I received a pair of these headphones to review and if I cannot use them, I cannot give them a good review. It’s in Suunto’s best interest to get me some help so I can actually use the headphones.

Quite peculiar, if you have received the headphones for review you must have a contact with Suunto, so you should contact your contact.

mountain_erin

@isazi I work with a PR firm that represents Suunto. We are working that angle as well, since I’ve gotten no where with the Suunto help desk or this forum.

I like to do my testing and reviews where I use the devices (and sometimes, need customer service support) as a normal person. As in “I bought this watch and I need help”. A normal person couldn’t email their PR contact and have them get Suunto to help them.

So I find your advice, as a moderator, really unhelpful. Customer service is something I factor in for my reviews and my experience thus far hasn’t been great.

sartoric

@mountain_erin said in Wing 2 general discussion:

So I find your advice, as a moderator, really unhelpful.

What does this even mean ?
Here you get suggestions about solving YOUR issue, (not about doing your review) that, as @isazi said, it’s peculiar.
So the suggestion was really for a “you” case, since you’ve also stated

@mountain_erin said in Wing 2 general discussion:

I need someone to help me escalate this issue b/c it’s not going well.

so the suggestion is proper, isn’t it?

mountain_erin

@sartoric so maybe there’s a language barrier thing going on.

As a gear reviewer, I try to use the device like a normal customer would. This means, if I have issues, I try to resolve the issues using the methods that a regular customer would have. A regular customer does not have a PR contact to reach out to.

Yes, part of my review experience includes customer service and issue resolution.

I emailed support-en@suunto.com with my issue and detailed my troubleshooting attempts. It took them 4 days to respond. Their response included repeating all of the troubleshooting steps that I already took and then suggested that I reach out to Samsung to revert my phone OS to a previous version that would allow me to connect to the Wing 2. (super problematic advice for many reasons)

So, I went to the forum hoping I’d get some help with escalating this as a bug request. Instead, I received unhelpful and frankly rude exchanges.

I did finally reach out to my PR contact, who then went to Suunto and they duplicated my issue and recommended a solution. I had to find another device that could connect to the Wing 2 and update the Wing 2 software to the current version. Once I did that, I was able to connect the headphones to my phone. So again, the issue was with Suunto out of the box programming and had nothing to do with me or my phone.

Again, a normal person wouldn’t have had access to the resolution, which is a huge problem