Jay Firstly I am not “screaming” senior manager at all. I am just asking if anyone knows someone I can contact. I never said I was unhappy with the product, it’s the app that is faulty and customer service have been of no help whatsoever. But as all anyone wants to know is the issues I have and even though nobody can do anything because it’s an app problem here’s the full saga so I suggest you get a coffee.
I have the Watch Pro 1. In August the app stopped uploading all tracked activity on my watch to the app. I reported this to CMF support to be looked into. Then there was an app update to incorporate the new Watch Pro 2 which was about to go on sale. On this update the daily distance you cover in miles or Kms was removed from the app and 3 new activity rings were added. Only 1 ring worked. So I again contacted support to ask why the distance was removed and that the 2 activity rings didn’t work. I was assured they took my concerns seriously and they had passed them onto the tech people. From then till the middle of September there were another 5 app updates and not a single issue was fixed. There were regular exchanges of messages from then and they are still ongoing. But the support people showed time and time again that they had no clue what my issues are or even what device I have. They kept saying they “understand my frustration” “have escalated them to the relevant people” . Nothing happened. With regard to the non working activity rings, I saw someone posting about it on this forum and they said that it was because I the firmware on the Watch Pro 1 that meant those rings were not able to work. That made sense, so I asked support if this was the case? No response to this, just yet another meaningless response. After more exchanges and me getting nowhere, there was at last an app update in November and the problem with the activity being uploaded appears to be fixed at last. I continued to seek a solution to the remaining 2 issues. Then about a week ago I received a response from support saying they had heard back from the relevant people and the remaining issues could not be fixed and they seemed to be prepared to offer me a replacement device (which would be interesting as my device is not available anymore). So I asked what was the procedure for doing that. Possibly 30 minutes later, I went onto the watch pro app and saw a notification about a firmware update. I did the update and surprise surprise, all the activity rings now work. There was also another app update but sadly still no distance in miles or Kms has been restored. So how can support have heard from the tech people that my issues cannot be solved when moments later another one was. What sort of support is that? This is why I want to discuss this further with a manager. I am quite sure that I am not the only person who has had poor service from the support people.
Ok so now you hopefully have everything you want to know? I don’t want anyone telling me to contact “support” because they have proved themselves woefully inadequate. Also I don’t want to hear anyone say that this is only a community forum not a technical one as I’m well aware of this.
