Notifications

here is my chat with customer service today... i'm not happy :(

Martin: I had the first-generation Withings ScanWatch since it was released and I was completely satisfied with it. Unfortunately, about two weeks ago I accidentally damaged it, so I bought the Withings ScanWatch Nova. I am unpleasantly surprised by the notification functionality. It seems that this new model has an issue with Bluetooth range, which is significantly shorter than with the original model. After losing connection, the watch does not reconnect automatically. I have tried everything—checking all settings, repeatedly resetting both the phone and the watch. I even returned one unit to the store and bought another, but unfortunately, the problem remains the same. What can be done about this? The serial number of my watch is a4:xxxxxxxxxx. Thank you for your help!

Nicolle: Hello Martin, thank you for contacting Withings Customer Support. This is Nicolle, and I’ll be glad to assist you. I'll review your request and respond to you shortly. I appreciate your patience. I appreciate your time for waiting. You're most welcome. I’m sorry for the delay in my response as we're getting a high volume in chat (multiple chat sessions) and it may take me a time to provide a response. Your patience is highly appreciated. I'm sorry to hear that your ScanWatch Nova is experiecing issue with this notification feature of it. Please know that our development team is already aware of the matter and is currently working on a fix to resolve it. An update should be released soon. I will keep you posted as soon as I hear from them.

Martin: I understand. Will the update be released in a matter of days, weeks, or months? I have been hard of hearing since birth, so vibration notifications are extremely important to me. Without proper functionality, the watch is now very frustrating for me—I have missed many messages and calls :( Otherwise, your products are great! We also have your scale and blood pressure monitor at home. Thank you in advance for your reply.

Nicolle: Thank you for your unwavering patience and understanding. However, I am unable to provide an ETA about the issue. Nevertheless, rest assured that I'll take an eye on your support case and get you posted as soon as I have an update from the higher ups. Your unwavering patience and kind understanding will be highly appreciated. I can truly understand the importance of the notification feature of the watch. I also used it personally so I truly understand where you coming from. We apologize for any inconvenience this may have caused you. Let me know if there is anything else I can assist you with in the interim.

Martin: Please, could you check with your superiors what the roadmap for planned updates looks like? If it is going to take many weeks or months, I will be forced to return the watch to the retailer and wait to purchase it again until this unexpected problem is resolved. I expected the second generation of these otherwise excellent watches to be better in every way than the first generation, but unfortunately, that is not the case at the moment. :(

Nicolle: I'm truly sorry, Martin, but at this moment, I don't have any updates regarding when this issue will be resolved, as the timeframe is also not available. Your understanding in this matter is greatly appreciated. However, if you wish to return the device, I will completely understand and I'll respect your decision. Aside from this concern, will there be anything else that you want me to help you with? Since I haven't heard back from you, I will need to disconnect from this chat to help other customers in the queue. As promised, I will ensure your support case is under investigation and will keep you updated as soon as I receive a resolution from the development team. For your reference, here's your support case number 2624237. Thank you for contacting Withings Customer Support. Have a nice day.