Nokia Activite Watch - Complaint difficulty

AWPM123

I bought a Withings Activite watch over 2 years ago (company since bought by Nokia). This was then their premium smart watch product, which has since been retired and replaced by other versions.

The watch worked fine until the start of this year when it developed an odd fault of the time shown on the watch lagging actual time by a couple of minutes following most (but not all) syncs. I can get it to the correct time by repeatedly syncing, but this is time consuming and somewhat annoying.

I have had a lengthy correspondence with Nokia since early this year consisting of nearly 100 exchanges now. Recently when all advice had failed to make any difference to the problem they sent me a replacement watch. Unfortunately this suffers the same issue.

I contend that the problem is software related since the same thing happens on two different watches (and I've tried using the watch on three different phones), and therefore would be affecting other Activite owners not just me.

This seems to be a significant issue for Nokia, which they need to address. I.e. I think they have updated their software without adequately testing on a discontinued watch and this has caused an issue.

The last email I had simply offered me a 50% reduction on a new model, which I think is totally inadequate. I have told then so and asked them to reply with a plan of action for resolving the issue with my current watch, which is what I want. I currently have no confidence that they are taking my complaint seriously, or that they are acknowledging it to be a potentially wider problem affecting many customers.

I'm posting here for three reasons:
- Does anyone else have the same problem with this model of watch? If I know this for certain then I have more evidence to pressure Nokia with.
- Does anyone have any suggestions on how to get the resolution I'm looking for, including other consumer rights bodies I can take my complaint to
- A cautionary tale about smart watches in that these can be fairly expensive (the Activite retailed at £320), but are only useable so long as the manufacturer provides adequate support for the software on which they are wholly dependent. Very different from a traditional watch where many years service was a reasonable expectation.

JJ_Egan

Who sold you the product ??

Lavendyr

How long was the warranty when you bought it? If it's outside of warranty then I think 50% off a new model is a decent gesture. Mostly these things have a warranty between 1-2 years.

You could ask Nokia to investigate whether it's a software issue but I'd imagine if it was you wouldn't be the only person affected (have you done a Google search for others suffering similar issues?).