choose language

Deutsch Français 日本語 简体中文

A Word About ScanWatch from Our CEO

-1

Comments

21 comments

Please sign in to leave a comment.

  • Official comment
    Avatar
    Chris

    Hi all,

     

    To all concerned customers who have tried to order the ScanWatch via our Insider Launch: we hear you!

    I am sorry that you weren't able to complete your order. We anticipated a high demand this morning, but the volume of that demand turned out to be far above our expectations. The 1,000 units made available via the Insider Program sold out in minutes. We’re aware the level of expectation is huge, and we can’t wait to get ScanWatch available to all our European users in September after the official launch. 

    *Update 8/5/20*
    We have contacted all affected parties who went through the checkout process but did not receive a confirmation. If you did go through a similar experience and did not get an email from our Support staff, please reach out to our Support via email. Thank you so much for your interest and your patience. 

    Comment actions Permalink
  • Avatar
    zafislam9

    Hi Chris welcome to Withings. And thanks for the intro. We are getting the scan watch for europe in September. Then the Web page should reflect the same. It should be updated.
    Regards

    2
    Comment actions Permalink
  • Avatar
    Chris

    Thanks for sharing that tidbit. You can see the current status of availability in this Support article, which will be updated with the US release date: https://support.withings.com/hc/en-us/articles/360004508098-When-will-ScanWatch-be-available

    0
    Comment actions Permalink
  • Avatar
    sergio.lqh

    Hi!
    Love to hear !!!
    I owned for a long time now a steel hr sport, that I love.
    But it was too difficult to me to buy because I live in Canary Islands (Spain).
    I would love to test and compare with another devices that I have (Apple Watch, garmin, polar ...) and I would be most than happy to be a beta tester for you.
    Also I’m a nurse, and I can give you my opinion about the EKG, and my thoughts about the watch under multiple circumstances (I practice thriatlon too).
    Glad to hear that the watch will be available on September, but sad because that means that I’ll have to wait at least until January.
    Regards !

    1
    Comment actions Permalink
  • Avatar
    seanvolrath

    Hi Chris,

     

    So what are Withings doing about the debacle that is the Insider launch of the ScanWatch?

    No proper response from anyone at Withings - yes, I know in lunch time here in France but someone needs to prioritise the business or you won't have one at all...

    2
    Comment actions Permalink
  • Avatar
    zafislam9

    Hi Chris seen as you are the voice of
    Withings. What is going on with the Insider launch. Was unable to purchase any scan watch at all.
    Disappointed and also frustrated 😤
    Regards

    0
    Comment actions Permalink
  • Avatar
    withings

    Hello,

     

    I went through the checkout process to place an order, but didn't receive any confirmation..

    After contacting the customer support, there seems not to be a working solution:

    <<I am sorry to let you know that unfortunately your order hasn’t been successfully completed. The amount of connections led to an overload while processing to your payment. Please accept my apologies as I unfortunately don’t have an alternative solution to offer you right now>>

    1
    Comment actions Permalink
  • Avatar
    andrew

    I had the frustrating experience with attempting an insider purchase wasting 24 minutes and getting a message that my basked was empty and there was no more stock. My card was charged but no confirmation email. I raised a support ticket but heard nothing. Then yesterday my card was charged again and I had a shipping notification. Today the first charge on my card had disappeared so it looks like it's sorted for me.

    However, I seldom see these "first come first served" events working. Demand is always "much more than we expected" and there will be people desperate to purchase with multiple sessions open and then those on slow DSL connections etc.

    Inviting people by emailing a private shop link seems to make much more sense.

    2
    Comment actions Permalink
  • Avatar
    carnerheim

    @Chris
    Is everybody on vacation? It's been 11 days since you where logged in here.
    No answer here or on mail? Or on Facebook
    Is the company still active?
    Sinserly Mattias

    0
    Comment actions Permalink
  • Avatar
    alaabarazi

    Please solve the following issues that make the Scanwatch a disabled fitness tracker:

     

    1. Heart rate sensor mostly wrong or showing __bpm during aerobic or other activities (detailed test on the interent show that no matter how one wear the watch the watch has really serious problem in heart rate detection)

    2. Signs of AFib when I am not wearing the watch 

    3. Calories burned are 5 calories after more than 30 minutes of high intense exercise. Even if the watch successfully detect the real pulse

    4. Battery is always 100% and is not going below this

     

    I wouldn't call some of these only glitches or bugs or improvement but rather a promised features that were not delivered.

     

     

    0
    Comment actions Permalink
  • Avatar
    ruzicaruane

    Hi All Chris

    I ordered the Scanwatch on the 17th of September 2020 - Order - M7248342

    The Collisimo tracking states that the package has arrived "in the recipient country" ( Ireland ) on the 23 September at 12.28 am - yet the Scanwatch has not been received - 6 days since the arrival to Ireland tracking date.

    Can you kindly Investigate further your side as to when I will receive the Scanwatch? - I have sent in two requests for customer service but with no reply as of yet - This is really frustrating as it is an expensive watch with a very unsatisfactory post-sale customer experience in place.

    If anyone from support is reading this please reply to my support requests promptly. 

    0
    Comment actions Permalink
  • Avatar
    Chris

    Hi all,

     

    Thanks for reaching out to us via the forum. I'd like to remind all that we are not offering troubleshooting for every individual user via the forum, and that you must open an email ticket with our Support to receive timely help.

     

    ruzicaruane - I see that your ticket has been answered. Thanks for reaching out and following the protocol. 

    -2
    Comment actions Permalink
  • Avatar
    carnerheim

    [Withings Support] - We've replied to your support request 1442233

    0
    Comment actions Permalink
  • Avatar
    Chris

    carnerheim - our Support is currently waiting for your response to their question in the ticket. Please review the ticket again and reply to our Support staff if you would like to be helped. 

    -2
    Comment actions Permalink
  • Avatar
    carnerheim

    I did the same day.

    1
    Comment actions Permalink
  • Avatar
    carnerheim

    I can email you the conversation.

    1
    Comment actions Permalink
  • Avatar
    robert.eastman

    I am presuming that the Scanwatch will not make it to market in the US just like the Withings Move ECG never did. Would this statement be true?

    0
    Comment actions Permalink
  • Avatar
    dbeevor

    Hi. Hopefully Chris can answer my question that hasn't been since opening a ticket https://support.withings.com/hc/requests/1454957.

    Love the watch but losing sync everyday? Hands are all over . Got an initial response from Maricar & all looked promising. However that's where it stopped. This was first logged on the 27th of last month. Further logs have no replies whatsoever. I've the full range of products from you & the watch is literally the heart of the ecosystem. The phone number goes to answer machine. Please can you get either an answer to the above & a solution .

    0
    Comment actions Permalink
  • Avatar
    Chris

    Hi,

    Thanks for sharing your thoughts and experiences!

    robert.eastman - We are doing our best to ensure Scanwatch comes to the US market. Please stay tuned. 

    dbeevor - It seems that you did not receive the last few replies from our agent in the ticket, so the agent should be opening a new ticket with you. Please check your Spam folder for the new email which should arrive in 24 hours. 

    0
    Comment actions Permalink
  • Avatar
    Qnapper

    Chris , please read some of the posts in thread New Update as people are sending watches back and not happy with customer services in general.

    Chris from Withings, your new Moderator and "Official Voice" of Withings on this here Forum! Nice to meet you! :) - but you have not been seen for 5 days!!!!!

    • Total activity 115
    • Last activity 5 days ago
    • Member since March 8, 2017

     

    You are going to get a bad name in the world of watches and the fitness world.

     
     
     
     
    1
    Comment actions Permalink
  • Avatar
    1813254617

    Hi, Canadian customer here.

    I just notice that ECG is not available in Canada. I understand that approval by Health Canada is required for the ECG function.

    I have four questions here:

    Is Withings currently seeking approval from Health Canada for ECG?

    Do you have plans for bringing ECG to Canada?

    Does HWA09-MODEL 1-ALL-RO (Japan & Canada edition) have the exact same hardware as HWA09-MODEL 1-ALL-INT (The version that is sold in countries where ECG is available)?

    If I buy the Canadian edition Scanwatch (HWA09-MODEL 1-ALL-RO) and ECG becomes available, will I be able to use ECG after a firmware update?

    0
    Comment actions Permalink
-1

Didn't find what you were looking for?

New post
To preserve the Withings Forum as a place of kindness, mutual support, and interest for the products and services provided by Withings, I am committed to:
  • Be courteous and participate in the community with a spirit of friendliness and understanding
  • Respect all users on the forum
  • Avoid controversy or quarrel
  • Ensure that my messages do not infringe on the rights, reputation, image, or privacy of others
  • Avoid any and all discussions which contain insulting or discriminatory comments
  • Abide by the full terms and conditions outlined here

Note that this community is supported by its members, not the Withings Support Team.

If you need assistance because of an issue which would not be resolved through troubleshooting, such as a product with physical damage, please contact our Support Team.