Amer Sports Winter & Outdoor Company

I have talked to the Service Manager and he will have the contact center arrange to send out the Traverse Sapphire Black, and have you return the Traverse Black at no extra cost. This is a discounted price for both watches, as our current price for the Traverse Black $USD and Traverse Sapphire Black is $USD. We are aware there may be a dealer selling our product for less, but this is the current standard price for the watches. We do, from time to time, have sales that will discount 20% to 30% particular watches. We do intend to resolve your issue to your satisfaction

***, I can see your case in the Service Manager's queue, as Customer Service has escalated your inquiry to the Service Network Manager. I am not the Service Manager, but he is in my same building and I will ask him to look at this case. I manage the inquiries for new purchase
issues from our website and also I am the Revdex.com contact for our brands. I do know the service center will no longer have your original X-as they do dispose of them, but I will ask service manager if he will approve your exchange request. According to the notes in the case, you should have been sent a Traverse Black. What watch did you receive as your notes indicate it was not the correct watch? I will investigate a resolution for you

Complaint: ***
I am rejecting this response because: I wanted a traverse sapphire black watch not a traverse blackI was told that I needed to pay more for the sapphire blackOriginal price of any traverse is “Discounted” price received for the traverse black was I might as well get my Xback and buy another watch since I am paying full priceThis shows how much Suunto values customer loyaltyRegardless of the outcome, I will no longer be a Suunto customer
Sincerely,
*** ***

[redacted],  I do see your case, [redacted], and it appears technical support has been unable to resolve the issue.  The case is still open, but normally the next step is to fill out an online repair ticket to send in your watch to have a technician diagnose the issue.  The tech will...

either repair or replace your unit.  The notes in the case indicate your unit is customized, so if we are unable to repair, we would have to customize a new watch for you.  The last resort is refund, but we are fast approaching the 6 month time limit where I would be able to refund your card.   Please let me know, how you would like to proceed, repair/replace or refund.  If my email does not appear in this thread, you may reach me at christine.l[redacted]@amersports.com or by phone at 801-624-7511.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I did receive the replacement bands on Saturday.  Suunto should have acknowledged that they did not provide a new watch to me as contracted - they simply sent a new watch face and put a 7 year old band on the watch face and called it good.   
Sincerely,
[redacted]

The warranty service center is behind, there is no doubt or denying that.  According to the repair case notes, the customers watch that was sent in was about 7 years old and was out of warranty and due to age, we no longer carried parts to repair.  We offered a new unit at the discounted...

rate he was charged.  Notes on the case also indicate this was a new boxed unit.  We also show he was sent a two free of charge replacement straps, but one may have been lost or mis delivered by UPS.  We have already shipped out another strap under tracking [redacted] and this shows it was delivered on Dec 2.