Customer Representative - What planet are they on?

[side up]

I sent in a complaint about the lack of software support to the e-mail contact on the web site.

From the answers I received, it was like the customer service person did not understand english.
The following is the e-mail string response I received:

My Original:

I am extremely disappointed and have reached the end of my rope with
this watch. I purchased this as a present for my husband, and he was
very excited by it's capabilities. However...no where in the course
of the sale did your representative tell me that the software
associated with this watch was NOT compatible with my Mac! This watch
is now useless to my husband and a very expense JOKE on the part of
Suunto!

If I would have know the software wasn't compatible, I would have
never made the purchase. If you don't have compatible software for a
Mac computer in the next week or so, I am requesting a full refund.
This watch has barely been used due to the software/Mac issue.

This is the third time I have purchased a Suunto, the first was your
GPS model for my son, a T1 for my husband, and
now this one, so I have tried to be a loyal customer to your brand,
but come on...at this point, the functionality of the watch is out the
door, and it may as well be a cheap Timex at this point.

This purchase was made in February 2009, well within your year
warranty period and as far as I'm concerned this watch is broken.

Mac users should not have to partition their hard drives and load
WindowsXP to run your software. I want nothing to do with MS Windows.

Suunto is really missing the boat with Mac users...we have iPods,
iTouch, iPhones, GPS devices, tracking devices, etc. Mac users tend
to be very toy-techy....way to go for not handling this compatibility
issue before the watch was sent to the marketplace!
------------------------------------------------------------------
Suuntowatch.com response:
Hi there~

Currently, Suunto software can be used on Macs running virtual PC
software. The virtual PC software is not included with the Suunto
software but can be purchased through most software retailers to allow
the operation of PC software on Apples if it did not come standard
with your computer.

SuuntoWatches.com is an authorized dealer selling Suunto products. To
reach Suunto, call 800-543-9124 or to e-mail them, navigate to Suunto - Home
, click Customer Service, then click Service Request, next select "Ask
Suunto A Question." They will be happy to help! Oh, and we do hear
back that they answer e-mails more quickly than returning calls if you
do not reach them live.

Please let me know if there is anything else I can do for you. Thank
you!


info@SuuntoWatches.com
SuuntoWatches.com
1-800-891-8490
---------------------------------------------------------------
My reply:
,
I think you miss one of the points in my e-mail. We do not want to
turn our Mac into a "virtual" PC.
Nor do we think we should have to to run suunto product.
The limitations of the training data down load software was never
represented to me when I purchased the X6hr.

Thanks in advance,


-----------------------------------------------------------------
Suunto's rep response:

Hi there~

You're welcome. Please let me know if there is anything else I can do for you. Thank you!



info@SuuntoWatches.com
SuuntoWatches.com
1-800-891-8490

-----------------------------------------------------------------

I think Suunto just told me to go pound sand.

Great customer support!

	Suunto Visit SuuntoWatches.com to see Suunto's full line of wrist top computers and compasses.

	Suunto X9i - Click for more info Introducing the Suunto X9i - the new and improved version of the Suunto's X9, voted "Best Product of 2004" by Fortune Magazine. Now available in two colors, the X9i combines GPS functionality with an altimeter, barometer, compass, and thermometer ... all these instruments, packed into a single watch.

	Suunto t1 - Click for more info Suunto is running with the success of their t6 personal training wristop computer, making three new models (the t1, t3, and t4) available for a range of prices and features. Every one of the t-series Suunto personal training watches monitors your heart rate, real-time calories burned, and helps you establish and maintain a personalized fitness profile. The purpose of the t-series is to assist in the development of an optimal training range for fitness enthusiasts, a task that was at one time reserved for professional athletes or others with access to personal trainers and elaborate monitoring equipment.

	Suunto X6 HR - Click for more info Just when you thought a sports watch couldn't get any better, Suunto introduces the X6 HR, X6 HRM and X6-HRT. These are truly the next generation in sports watches, packed with all of the technology that Suunto enthusiasts have been craving. Designed for Cross Sports applications, the X6 writstops are functionally very similar to the Suunto X6 - but with the added benefits of a heart rate monitor.

	Suunto Training Effect watches - Click for more info More than a heart rate monitor, Suunto's exclusive Training Effect feature tells you whether you're training too little, too hard or staying within the zones for optimal improvement.

[cb400bill]

I'd stop emailing Suuntowatches.com and call the toll free number.

Of course, if I owned a Mac computer, I probably would have asked about Mac software before purchasing the watch.

Good luck,

Bill

Suunto Elementum Terra
Suunto X3hr

	Suunto Visit SuuntoWatches.com to see Suunto's full line of wrist top computers and compasses.

	Suunto X3HR - Click for more info The Suunto X3HR is 'the' training watch for the active outdoorsperson. It integrates an altimeter function with a heart rate monitor - to keep a pulse on you and your environment. This unique combo lets you get the most out of your outdoor workouts. The altimeter monitors terrain variations during running, triathlon training, hiking, and mountain or road biking. Weather functions allow you to predict weather changes and plan accordingly. The heart rate monitor gives comprehensive feedback on your performance. The smaller overall size is ideal for men and women who don't like oversized watches and/or have smaller wrists.

[happygeocacher]

I called the Suunto Helpdesk and asked if and when there will be a Training Manager Software for Mac.

Answer: "In the future there will be a Version for Mac, but currently we can't say, when."

I do hope, that Suunto will bring the Mac Version soon to the market, because Polar has nothing, Garmin not the best solution, and all Third-Party-Software do not have the full functionality of Suunto's Training Manager.

If Suunto does not disclose their roadmap for their software development, they must accept, that some potential customers will not buy a Suunto watch, but wait, if Garmin is delivering better quality and if Polar is also announcing a Mac version - what will be very likely, because worldwide share of mac computers is steadily rising.

Hope the best for a good Christmas Beta Version of Training Manager for Mac!!!

	Suunto Visit SuuntoWatches.com to see Suunto's full line of wrist top computers and compasses.

	Suunto Training Effect watches - Click for more info More than a heart rate monitor, Suunto's exclusive Training Effect feature tells you whether you're training too little, too hard or staying within the zones for optimal improvement.

[b4ds33d]

First of all, before you buy something like a Suunto watch, you really should do some research. They have a forum, and the website for the product clearly DOES NOT state mac functionality. Did you expect the wise minds at Suunto to be clairvoyant and know you make poor choices in the home computers you purchase?

Don't blame your lack of knowledge and smugness (if there isn't a mac version of your software in a week...) on someonelse. You can't return a product under warranty if you didn't know something it didn't do. And if you want to talk about someone not understanding the English language, you should spell/grammar check your emails.

Have a spectacular day.

	Suunto Visit SuuntoWatches.com to see Suunto's full line of wrist top computers and compasses.