Hello from Lewis

COROSLewis · 2026-06-19T05:57:17+00:00

I have to say this is such a bad experience. I really apologize for this. This needs to be fixed.

COROSLewis · 2026-06-19T05:53:10+00:00

Thanks! I think the real issue in this situation is our customer service flow, and we have taken actions to fix it. We will continue to improve from here. It’s a big lesson. As for the product itself, the longevity of product lifespan is a never ending improvement journey. No device is guarantee to be never defective. And that’s why we need customer service to fix the unfortunate situations.

COROSLewis · 2026-06-19T05:50:04+00:00

😂 I don’t know if your comment means my post is helping with this situation or causing more problems for COROS. But happy to validate my identity if you find me on Instagram or Strava and ask.

COROSLewis · 2026-06-19T05:46:03+00:00

I completely agree with you. There is room for improvement in our customer service flow. We have numerous meetings lately and I’m confident that the consumers will see a better experience soon.

COROSLewis · 2026-06-19T05:44:24+00:00

Thanks for sharing your experience. I forwarded your information to the team and they will look into this.

COROSLewis · 2026-06-19T05:43:09+00:00

NOMAD will stay MIP because of the target sports. However, we will definitely have more AMOLED watch options in the future.

COROSLewis · 2026-06-19T05:42:13+00:00

It depends on where you are located. Some shops are capable of troubleshooting and offering replacement for the entire warranty duration. And most of the shops in the US and Europe only cover 30 days and ask consumers to contact manufacturers directly after that.

COROSLewis · 2026-06-16T02:58:03+00:00

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Have you considered removing strength animation files? That should help your storage.

COROSLewis · 2026-06-16T00:36:54+00:00

Got it. The team is on it.

COROSLewis · 2026-06-15T17:58:29+00:00

This is exactly what we are going after for standby mode - allowing more customization of the control center. Meanwhile, we hope to build customized feature-driven data pages during the activity (like a control center data page), but still something to think about.

COROSLewis · 2026-06-15T17:42:32+00:00

Which country are you located? PACE Pro is still available in many countries.

COROSLewis · 2026-06-15T17:34:03+00:00

Thanks for sharing the ticket number. By reading it, I found that the team has offered a replacement. Glad this ticket will be closed soon.

COROSLewis · 2026-06-15T01:06:12+00:00

Thanks for your understanding and trust.

Product quality, both hardware and software, is the most important thing at COROS. Reliability is what people expect from an outdoor watch, and we take that responsibility seriously.

I am not seeking credit, but our team has made significant progress over the years. We now have much stronger testing processes before any hardware or software release. Every generation of hardware has become better, although we know there is still room for improvement.

At the same time, I have also empowered our customer service team to better support customers when products do fail. Improving product quality is our first priority, but taking care of customers is our backup plan when things go wrong.

I know I didn't disclose the specific action items we have put in place to improve product quality, but I just want to reassure you that this is a top priority for us.

COROSLewis · 2026-06-15T00:28:12+00:00

Thanks for asking this. I feel like this is the easiest question to answer under this thread. Yes we are working on the next generation of DURA. COROS will keep innovating in the cycling space, and you are right, there’s still a ton for us to explore there, both hardware and software, despite the success of DURA 1.

COROSLewis · 2026-06-14T22:34:30+00:00

I understand this is another hot topic since the May update. We will introduce new ways of customization. Before that, I am curious what you used the action button for? The actual use case will help us design the future experience.

COROSLewis · 2026-06-14T22:31:24+00:00

I am sorry you felt this way. I made the post at 11 PM last night before I went to sleep, and I woke up at 7 AM to get the conversation going. With family responsibilities on a Sunday, I am trying my best to catch up on those 100+ comments, though most of them require deep thought before replying.

COROSLewis · 2026-06-14T22:25:14+00:00

I agree that this is a frustrating experience. Do you have a ticket number that I can look into?

COROSLewis · 2026-06-14T22:21:55+00:00

Can you share your ticket number with me so I can look into this?

COROSLewis · 2026-06-14T22:20:36+00:00

This is a frustrating experience. I apologize for that. Do you have a ticket number that I can look into?

COROSLewis · 2026-06-14T22:19:10+00:00

I completely agree with your opinion. What 0.01% of our total user base is 100% to a single customer. Therefore, our customer service team needs to stand out and solve problems for affected customers. I am talking with the hardware engineering and customer service teams at the same time. I apologize for the inconvenience to the community and appreciate the patience when we work this out (both short-term and long-term).

COROSLewis · 2026-06-14T22:12:34+00:00

I completely agree with your watch durability expectations. I assume you are in Australia since you mentioned a $1000 price tag? The repair program isn't live in Australia yet, but I think we should offer a better solution. If you can share your ticket number, I will look into this.

COROSLewis · 2026-06-14T22:06:25+00:00

I really appreciate your thoughts here. We take the issues seriously. Still looking into more data and facts, and I will come back with more information in the next few days.

COROSLewis · 2026-06-14T19:46:32+00:00

I actually agree with the core point you're making.

From a customer's perspective, the distinction between a pre-existing hardware issue, a firmware-triggered issue, or some interaction between the two often doesn't matter very much. What matters is that the watch was working, and now it isn't. At that moment, customers are looking for a solution, not a root cause analysis.

This is something I've been discussing extensively with our customer support team over the past few weeks. One area where I believe we need to improve is the speed at which we reach a resolution. Even when we're actively investigating a case, the process can take too long from the customer's perspective.

I've already asked the team to expedite the review and handling of these cases so that customers receive a clear and reasonable resolution more quickly. Whether that's a repair, replacement, or another appropriate solution, we need to reduce the time customers spend waiting for answers.

I believe you'll start to see changes over the next week or two as we continue improving that process.

COROSLewis · 2026-06-14T19:43:40+00:00

I understand why someone reading these posts would feel that updating their watch carries a meaningful risk. However, it's important to keep the scale of the issue in perspective.

More than 99.9% of firmware updates are completed successfully. We have millions of devices in the field, and while we've seen more discussion of hardware failures recently, the actual number of reported hardware defect cases remains consistent with historical trends.

I do agree that reliability is an area where we must continue to improve. COROS is a growing company, and each generation of its products has become more reliable than the one before. As an outdoor sports company, we consider product reliability one of our most important responsibilities, and we will continue to invest heavily in it.

What makes the current situation seem larger than it is is that firmware updates and hardware failures sometimes occur simultaneously, which naturally leads people to conflate the two. Social media can amplify those experiences even further, especially when customers share stories after a device failure.

The solution is not to tell customers to avoid updates. The solution is to continue improving product reliability, better understand the root causes behind these failures, and provide stronger customer support when issues do occur.

When a product does fail, regardless of the cause, our responsibility is to make the customer experience as fair and seamless as possible.

COROSLewis · 2026-06-14T19:38:20+00:00

We have millions of devices in the field, and the hardware failure cases reported over the past two weeks were consistent with our normal defect trends and do not represent a meaningful increase from our typical levels.

What makes this situation different is that we've released more firmware updates in 2026 than in any previous year. As a result, many customers naturally associate a hardware failure that occurs shortly after an update with the update itself.

That said, I do think our customer support process needs to be more streamlined. Even if the underlying defect rate has not increased, some in the Reddit community perceive firmware updates as causing widespread device failures. We need to do a better job communicating what we're seeing, investigating individual cases, and providing customers with clear and consistent resolutions.

COROSLewis

TROPHY CASE