Spend some time on the Suunto FB page, especially the [Posts] section. I know it's a marketing app, but it's indicative of what Suunto has become, huge marketing, to hell with customer service. They haven't fixed DM5 and all the problems it has yet, and that has been YEARS. They simply threw in the towel on SB.
They just move on......next cool product.
I will admit to buying into the Suunto marketing as a new diver. But to be fair, the D4 I bought when I started diving has been absolutely bulletproof. I take care of it, and it has never given me (knock on wood), the slightest hint of a problem... after 500 hours underwater in the past 10 years.
However... I can think of a few possible reasons for the lack of customer service from Suunto (and this is pure speculation):
1. Dive instruments are just a slice of Suunto's business, and probably the slice that is most technically challenging... i.e. of all the environments for which Suunto designs instruments, underwater is probably the most difficult and most prone to problems. Which means its dive computers probably generate a grossly disproportionate part of its customer complaints. And maybe they just don't feel like allocating a disproportionate amount of resources to handling those complaints.
2. Suunto being a Finnish company, and most complaints about their dive computers coming from the US... there could be a cultural divide. The Finn's might tend to see us as a bunch of whiners that can't fix our own problems. Maybe they just don't see customer service the same way that we expect customer service.
3. Related to Point 2... Suunto hands off distribution in the US to an American company. This naturally creates a "gray area" of which company is responsible for handling what, especially when it comes to customer service. If either company doesn't feel like dealing with the problem, it's easy enough for them to claim the complaint should be handled by the other. And the customer is left in customer service purgatory.
Again, purely speculation. I've been blessed with problem-free Suuntos, and based on what I've read I am very very thankful for that.