Review Time
12 Years of Loyalty Ending: The Suunto Race is Broken and Inaccurate.
I have been a dedicated Suunto user since 2014, but after 1 year and 3 months with the Suunto Race, I am ready to give up. This is my 3rd Suunto watch, and while I love the app and the hardware design, the data tracking is a disaster.
The Major Issues:
Critical Sensor Freezing: Several times (including yesterday), the watch stops registering steps, calories, and the blood oximeter entirely. Even after multiple restarts, it fails to track.
Impossible Data: Yesterday, I completed a 10.9 km Nordic Walk. My phone and GPS confirmed the distance, yet the Suunto recorded only 149 calories.
Broken Math: I frequently observe that my "Total Daily Calories" at the end of the day are LOWER than the calories recorded for a specific activity earlier that same day. This is mathematically impossible and makes the watch useless for anyone trying to balance nutrition and movement.
I contacted support last year about these same issues, but they acted as if they didn't understand. For a premium sports watch, failing at basic step counting and calorie addition is unacceptable. If you rely on accurate data for your health and recovery, look elsewhere.
After following up on my issue and reaching out again as suggested in their message (the same generic response we all receive when expressing disappointment), I received the following reply: "I have re-escalated your case internally to ensure it receives another review, but at this time, the current offer provided is the best we are able to extend. We truly value your feedback and your patience throughout this process. If you have any additional questions or would like further clarification, please feel free to let us know." Following my last message, I got this: "We're truly sorry to hear about your negative experience, and we want to assure you that the response you received was not generated by AI. We take every case seriously and want to understand more about your situation to investigate further and see if there’s anything else we can do to assist you. If you’re open to discussing the issue in more detail, we’d love to help find a solution that works for both parties. However, if you prefer not to discuss the matter further, we completely understand and respect your decision." Why would they want me to discuss this more? My message was quite clear. Their responses feel like empty words and polite formulas designed to create a good impression, and they even manage to shift the responsibility for communication onto you. Save yourself TIME and MONEY, and AVOID this service. Based on numerous comments, it seems close to organized theft.
After following up on my issue and reaching out as advised, I received a generic response: "We have re-escalated your case internally to ensure it receives another review, but the current offer is the best we can provide. We appreciate your feedback and patience. If you have further questions, please let us know." Following my last inquiry, they sent another message: "We’re sorry to hear about your negative experience. We want to assure you that our response was not AI-generated. We take cases seriously and would like to understand your situation better. If you’re willing to discuss this further, we’d love to help find a solution. However, if you prefer not to engage, we respect your decision." Why push for further discussion when my email was clear? Their messages seem like empty phrases meant to create a good impression, and they shift the responsibility onto the customer. Save yourself time and money—avoid this company. From numerous comments, it feels like organized theft.
I summarized my experience over several days trying to fix my watch. For years, it broke in the same way, but I usually resolved the issue without hassle. After 15 years as a satisfied customer, I was disappointed by the decline in product quality and customer support. Once a reliable brand, it now seems increasingly unreliable. I had a good experience with a previous model, but the recent one failed each year due to case breakage, which isn’t normal wear and tear—it’s a design flaw. When seeking support, I received unsatisfactory responses: no replacement parts available, and I was advised to buy the same failing model without warranty. This contradicts their past practices. I have lost confidence in a brand that produces faulty products and offers inconsistent support. I will explore other brands that prioritize product reliability and customer loyalty.
I’ve had terrible customer service experiences. I own a model that has charged poorly since day one—constantly disconnecting and taking ages to charge. After contacting support multiple times, I’ve received no human response, only a chatbot. This is the worst customer experience I’ve had for a product at this price point. I cannot recommend this brand until they fix their support system.
I ordered a model that looked great but was faulty, resetting itself randomly. After a lengthy process, I returned it and received a small discount on a future purchase. I mistakenly thought it was a one-off issue, but the replacement also failed to sync reliably. After multiple attempts, it stopped syncing entirely. When I sought help, they offered generic troubleshooting despite my previous efforts. They refused to accept a return since it was "over 30 days"—just one day past the limit. I will not buy again and may pursue legal action due to their refusal to acknowledge my issues.
I remain in contact with customer support, but responses are stalled by the repair team. This watch was returned under warranty with a promise of an immediate refund. The repair team claimed it was fixed and returned it to me. I received an RA for a refund over 2 weeks ago, yet now they say they’re checking if the watch was used. I need a different model for my upcoming trip, and despite my extensive reviews, I still have no answer or direct contact with the repair team.
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Trusted by professionals, Suunto manufactures world renowned sports watches, dive computers and precision instruments for the toughest conditions.
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