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Pulse HR is cracked

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    jimkiralfy

    I had the same issue after about a month with a unit I bought in January. Withings replaced it, but the replacement developed the same fault, again after about a month. That one was replaced too. That third unit also broke at the same point, again after about a month. I pointed the Withings support rep to the article you quoted, where a statement from Withings states the fault was tracked to a manufacturing defect in early batches that was fixed.

     

    I asked the rep to check the serial numbers of the faulty units I returned, and all three came from the faulty batch. The support rep offered to either send me a fourth Pulse HR guaranteed not to be from the faulty batch, or replace it with a Steel HR.

     

    As I like the form-factor of the Pulse HR, and had assurances that the new unit was from a production run where the fault had been addressed, I decided to try another Pulse HR.

     

    That was a couple of weeks ago. This new Pulse HR, my fourth unit, is beginning to display the same crack that affected the other three units, despite supposedly being from a batch where the issue was fixed.

     

    It's a design flaw, and disappointingly, it looks terminal. I'm getting in touch with support to see what they can do from here.

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    david.whitfield3

    I too had this problem after 3 months wear. No problem getting it replaced, they were very good. BUT the replacement one I received at end of Feb has just broken in exactly the same way. There must be a fault in material quality assurance

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    Claire F.

    Hi, I advise you to get in touch with the Customer Service via https://within.gs/t/71425c97 !

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    tanel

    Hi! Now this case is resolved. I am waiting the new watch. Thank you!

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    tanel

    David, replaced device replaced also or what?

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    mikkelnoe

    Exact same issue here...

    I'm on my THIRD unit that have cracks despite Customer Service reassurances that every replacement unit would be from a 'good' batch...

    It's definitely not only a problem with the first batch but an overall material quality issue!

    I like the form factor, the battery life and the software integration with our smart scale but I'm probably not buying a Withings product ever again.

    Customer service won't offer a refund - only an 'upgrade' to the Steel HR that is older, have a completely different form factor and has now been reduced in price to cost the same as the Pulse HR... Great 'Upgrade' guys but no thanks!

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    gjerjens

    Same here. I'm on my second replacement unit and it cracked too. Support told me that I could get a Steel HR as a replacement, but has since gone dead silent. It looks like that I won't be buying another Withings product ever again..

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    tanel

    I've used sience 15th May my third Pulse HR (today: 23rd May). And support sayd before last replacement:
    _We have already corrected the previous version and made sure that the new version that we will send you as the replacement is at good quality._

    So I hope that this was my last time to deal with it.

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    jimkiralfy

    That's pretty much word-for-word the responses I got too (even on the failed devices that, when Withings actually checked the serial numbers, came from the defective batch). Even my fourth unit, which Withings said was from a good batch, broke in the same way after a couple of weeks.

     

    I've now got a Steel HR as a replacement, but the unit they sent is an older Nokia branded unit. Given that Withings re-aquired their business from Nokia nearly a year ago, that means I've basically just been sent some old stock with the former logo that they wanted to get rid of. Coupled to the fact that the Steel HR has dropped in price to be pretty much the same as the Pulse HR, all I've ended up with is an older Steel HR when I could have bought a newer one for the same price, and is a device I never wanted anyway.

     

    I'm wary of Withings now.

     

     

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    peter.verhoye

    I have the same issue. 3rd replacement one just fell of my wrist. 

    It is a design issue. The screen polymer is not sturdy enough. However, we have 2 Steel HR is the family and they work fine. Same for the thermo and the scale we have, all from Withings. And even though the Pulse HR suffers from issues, the rest works as expected. This and the great support from Withings still means I have faith in them. 

    I just don't know what to do. Have a replacement, a refund or an upgrade. I don't like having a 'big' watch on my arm so I guess it will be a refund this time.

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    tanel

    Now the last watch is strong enough for everyday life. It has not gone broken for about half a year. Everything works and i am happy. :)

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