Frequently Asked Questions, Production Update
there was a lot of questions in the comment section so firstly please let us answer the most frequent ones:
- Sequent mobile app is called "Sequent SuperCharger", it can be found both on Google Play and Apple App Store:
- You can find more software-related information on our FAQ site:
- If you wish to change your shipping address (please also remember to attach your current phone number) send us an email to email@example.com.
- If you believe that you are experiencing hardware issues with your watch, please let us know directly to our email firstname.lastname@example.org and we will help you.
Please keep in mind, that:
- The sound coming from the watch is absolutely normal. The rotor is big in order to capture as much energy as possible. All Sequent watches make the same sound.
- Sequent is a mechanical watch and thus should be treated with care.
- The more you move the more you charge.
Thank you all for your feedback and comments, it helps us to continuously improve what we are doing.
We would like to touch on a few hardware related points you were mentioning:
1) Heart Rate Monitoring
Based on individual communication with you we can say that majority of watches are ok, yet some do have a sensing issue. We believe the HR sensor might be out of calibration. This can be solved by firmware update, which you can expect some time in the following week.
We suspect that shipping might have been unexpectedly rough, there was more force on the watch than expected and a small number of watches experienced hands issue. This influenced the hand fasteners inside the watch and we are already taking measures with the factory to make sure this will not happen again - the fasteners will be reinforced.
It is very unfortunate that glass of some of the watches broke. We are already in touch with all of you who experienced this problem and we will replace the glass for you.
Please keep in mind that we still have not received any of those watches, which means we still cannot be certain what the cause is. Once we scrutinize the returned watches we will know more.
With all described above, we need to inform you that we have paused the production as well as shipping.
We are now thoroughly investigating the watches and checking them based on your feedback, making sure the hardware issues will not appear again. We believe to be done in a few weeks.
Even though there are some issues, we are still very happy that you can be enjoying Sequent watches. It's important to say, despite some negative feedback, that the defect rate is between 5-7%. In general it's a good result. But still quite far from our target of below 1.5%, which is why we stopped shipping and production for now.
Of course we are actively solving the issues with each of the backers.
Another topic is the software in general.
Again, thank you all for your feedback, based on that we decided to do some design and functional changes so that the application suits you better.
We would like to acknowledge that all the software is more complex than we expected and we might have underestimated this big task a bit.
But, all your feedback is helping us find bugs and we would like to mention one in particular. Please do not turn on the sports mode from the application. In some cases it sets all sensors to on at all times which could cause your battery to drain. We will include instructions with our firmware update on how to turn on the sport monitoring from the crown which uses our smart scheduling to turn on the sensors only while the watch is in motion.
As for the other features, we have prepared a roadmap so that you can be checking on the progress with us, when each of the features should be released:
Week 15 > App redesign, alarms
Week 17 > HR improvements, sport mode, health kits integration
Week 19 > Notifications
Week 23 > Sleep tracking
Week 26 > Social networks integration
This time, it was quite a long update. But we owed you answers to many of your questions, so here it is all at once.
One last thing we would like to stress out - we will still be releasing updates! (even though irregularly) and we will keep informing you about important milestones. You are the motor of Sequent and we are here for you.
Have a nice weekend,