Tuesday, February 05, 2008

Run Around

As I've suggested before, I love my Polar running computer. I love analyzing and meditating on the mathematics of running: pace, distance, heart rate. Though an artist at heart, I can't help but be fascinated by the science of improvement & accomplishment...plus I manipulate the mechanics of math as a way to distract myself during the challenge of the last few miles. I never said I was cool.

The watch has played an integral part in me going from a Nervous Inexperienced Neophyte to a Confident Apprentice Spouting Off Random Running Statistics. On my early morning Running Checklist, my Polar running computer is number two (shoes being first). I could go on and on about how and why I like it...

But I'm going to use this post to lament that the Polar company neglected to allocate enough resources to customer service. That's the only explanation I can come up with on why, when I was forced to send it to New York in order to change a battery**, it took them nearly two weeks to acknowledge that they had even received my package. USPS told me it arrived 3 days after I sent it and who signed for it.

And after e-chatting with their Online Help , I learned that I'm apparently utterly ancient because I can't type out a real time conversation when I'm upset, but I didn't find out anything about my repair status.

Nearly two weeks after inquiring, I received a form e-letter promising to look into my case. I'm still waiting and wondering. I'm still trying to find out anything! Will I get it back for the next big race in 2 weeks? I wonder what it will cost (They insisted on authorizing a $75 charge and say that it will cost less than that, but there is no clear pricing). And how can they strong arm me into mailing it off 10 states away for a simple repair?


I love what my Polar watch has done for my running, but I could do without the run around.

**I'm insanely furious about there only being a handful of "authorized dealers" to change a friggin' battery, but that's beside the point.

7 comments:

our little world said...

Wow! This is just so not right on so many levels!!! Fingers crossed for you that you get it back safe and sound in time for your race!

S. Kimzey Daniels said...

I'd check this company out more closely if I were you. Have you mentioned to anybody that you dealt with that you blog for a site that has such a wide readership...they need to comp this. Nobody deserves the runaround. I'd suggest you 'runaround' it.

Crumbs said...

You know - I was very tempted to throw the "See Mommy Blog" weight around, but thought it might not really be my weight to blackmail with. Plus, after reconsidering, I think I'm being a little bit of an impatient princess who is accustomed to "me first, now."
Don't get me wrong, I don't back down from a fight, but I have to make sure I'm not just picking a fight.
Thanks, though, I appreciate it.

marathon mom said...

My Polar Battery is dead and it is living in my drawer, not getting used. This situation makes me even less likely to send it off to get the battery changed. I hope it works out!

S. Kimzey Daniels said...

I don't think it would be wrong. That's the power of the Internet and the power of bloggers...businesses (and politicians) are finding themselves more accountable than ever before. A thousand thank-yous to SeeMommyRun and Andrea for placing this power in our hands.

Elizabeth said...

Good to hear that someone else is as obsessed with their "watch" as I am! The only thing, now I am living in fear my battery dying. Is it even possible to run without recording data? Does it count? ;)

Anonymous said...

I love the Polar products - but I had the repair. I've had 2 bad experiences. The first was changing the battery on my footpod. I live in Houston...sent it to Dallas...it took them a month.... A MONTH to send it back to me. Recently I sent my watch to New York because you could track your repair online if you sent it there. They had it a week, before the finally updated their repair site to show that they had received it. And truly I only think they updated it then because I had sent them 3 emails. Finally today they told me that they had it and it should be shipped back to me IN 7-12 BUSINESS DAYS!!!!!! Ridiculous!!!! Outrageous!!!! I called customer service to talk to a live voice and was told that the "approximate wait time would be 24 minutes"!!!!!!!!!! I was too mad to even talk at that time. For such a great product, I can't believe what crappy repair service they have!!!!! I ran the half marathon in Houston in January. I went to the expo the day before and saw POLAR there. They were changing out batteries while you waited - only I didn't have my watch with me. Looking back on that it would have been worth it to drive home and back up to the expo to have them change the battery right there instead of all this hassel! So frustrating!!!! Who needs it!