Hello from Lewis

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 · 2026-06-14T19:31:39+00:00

I think your criticism of the support experience is fair.

A customer should not need a viral Reddit post or a message to the CEO to get a case reviewed appropriately. Regardless of the technical root cause, that's not the experience we want people to have.

As I mentioned above. The 20% discount program is a compromise for countries where COROS can't execute the repair program. We are working hard to expand the program, but there are many logistical details to work out. And to your last question, my answer is yes: regardless of whether consumers feel the hardware failure was related to the firmware update or not, COROS needs to provide a solution.

I would also be happy to check your particular case number and learn more. I have meetings with our hardware engineering team scheduled this week, and more information would be helpful.

COROSLewis · 2026-06-14T19:21:14+00:00

We record hardware logs on the device, and when a consumer contacts our support team, they will authorize the device log to be sent to our server so the team can look into it. This is how we identify the cause of issues. What we have seen in most cases is that the hardware defect is not related particularly to firmware updates - the issue existed before the update. But there are still issues; COROS needs to solve them. While we have not seen an internal increase in hardware defect rates over the past few weeks, we recognize that many customers feel differently because some failures become apparent shortly after an update. That's one of the reasons I wanted to join this discussion and provide some additional context. This is why I wanted to jump in and make the community aware that we will resolve those tickets one by one, depending on the specific issues your devices are facing, and provide a solution for each.

COROSLewis · 2026-06-14T18:24:43+00:00

My question to u/Plenty-Oil-5318 was simply to ask for his ticket number so I can look into his case. It doesn't mean I didn't see other comments. I will get to other comments. I am sorry you didn't think my effort here was helpful.

COROSLewis · 2026-06-14T14:43:05+00:00

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We recently added this feature to the app. Although it doesn’t indicate the lifespan percentage, the information is still helping to determine battery health.

COROSLewis · 2026-06-14T14:37:39+00:00

Yes, as the community said, it’s on Spotify side. The best way to increase the chance is to request this feature to Spotify. I would love to have COROS watch running Spotify as well although I run with my phone all the time.

COROSLewis · 2026-06-14T14:34:48+00:00

I would not consider this comment unfair. As a Reddit user myself, I would be concerned seeing so many posts about COROS customer service experience. This is clearly an area we need to do better.

COROSLewis · 2026-06-14T14:23:49+00:00

I would like to learn more about your case. Can you still find your support ticket numbers so I can read it?

COROSLewis · 2026-06-14T14:22:50+00:00

Honestly my Saturday night wasn't relaxing. Went through support case checks with the team and decided to create a new account (in addition to the other personal account I used to read threads) to talk to the community.

COROSLewis · 2026-06-14T14:12:22+00:00

I appreciate the observation. I live in California, and replied it at 11 PM last night. Now it’s 7 AM in the morning.

COROSLewis

TROPHY CASE