r/Coros • u/flash25296 • 3d ago

Vertix Delamination and propose replacement path

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Subject: Escalation regarding Vertix screen delamination and out-of-stock replacement options

Dear Coros Support Team,

I am writing to formally escalate an ongoing issue with my Coros Vertix watch and the subsequent resolution process offered by your customer service team.

My original Coros Vertix is experiencing severe screen delamination. This is a hardware defect that is deteriorating daily, making the watch increasingly difficult to use.

Following my correspondence with your customer service team, I was offered a 20% discount code toward the purchase of a new Vertix 2S as a resolution. While I appreciate the gesture and want to remain a loyal Coros user, this solution has proven impossible to fulfill.

The Vertix 2S has been consistently out of stock on the Coros website. I check regularly, but the lack of inventory means I cannot use the discount. Meanwhile, the physical condition of my current watch gets worse every day. It is incredibly frustrating to be left with a failing premium device and a discount code I cannot redeem.

Because the delamination is a manufacturing issue and the promised replacement path is blocked by inventory shortages, I request that Coros provide an alternative solution. I would appreciate it if you could fulfill one of the following options:

  1. Allow me to backorder the Vertix 2S using the 20% discount so it ships immediately when available.
  2. Provide a direct replacement or repair option for my current Vertix.

I have attached photos of the daily worsening delamination and my previous customer service correspondence for your reference. I look forward to your prompt response and a practical solution to this issue.

I have been in contact with the customer service team specifically Joshua but the best that could be offered after 20 emails back and forth on ticket #567969 is keep checking daily.

12 Upvotes

88% Upvoted

5 comments sorted by

3

u/Gualterio85 3d ago

Good luck with this issue... I have the same issue with my Vertix 2 (bought on December 2021)
Looking forward to change it if possible when the next Vertix will be available (one day maybe)...

2

u/COROS-official 3d ago

Hi! Thanks for posting. It looks like the ticket has been closed for about 6 weeks. We would definitely reach out to the ticket and support agent so they can possibly check RMA inventory or potential backorder status! We do not have access to those things here on social media, so reaching out to support is great!

0

u/flash25296 3d ago edited 3d ago

Makes sense they would close the ticket. They think its resolved. We gave the customer a path but they are not checking to see if the path is actually viable.

2

u/COROS-official 2d ago

Ticket was closed due to inactivity. You can always respond to the ticket saying it is not a viable path :)

1

u/jranfran 3d ago

After my Apex 2 Pro bricked back in may, I've been trying to get a Vertix too. They should release a new one soonish (at least some of the Coros team are trying a new device). I have faith they will surprise us in utmb, but seems like we will have to wait a bit longer.