My Kickr Core just bit the dust with the electro static discharge issue. Even though this sucks especially during a training block, Wahoo Support have been great getting me fixed up with a replacement.
After having me try a few troubleshooting steps, they requested proof of purchase and shipping address and now the warranty process begins to get me a replacement trainer.
Thanks Wahoo, from a happy customer!
I’ve had several issues with various Kickrs (Snap and Core), unfortunately. However, Wahoo support was excellent every time. To minimize training down time I purchased a new unit and got a refund when the defective unit was returned, rather than returning first and waiting for the replacement. If you have that option it can save you a week.
To minimize training down time I purchased a new unit and got a refund when the defective unit was returned, rather than returning first and waiting for the replacement.
Good learning point from them. They weren’t offering this last year when I asked. Glad to see they’re doing it now.
Are they still making you box up and return the Kickr yourself in original packaging?
Yes, I need to pack it up and send it back to them, but not in original packaging. They are also supplying a pre-paid packing label which is great!
Good deal. Maybe now I can throw away the box I have saved for 16 months after my Core crapped out the first time.
Yes, but for expensive items like a trainer I hold onto the original packaging so I already had it.
Echo this sentiment. My Kickr Snap started making a ticking sound on the drum when it rotated and I reached out to support. They asked for a video w/ sound of the issue, and promptly sent me a new resistance unit to bolt onto the trainer frame with instructions. Told me to “scrap” the old resistance unit.
Great support.
I too was pleased the their customer service, even if it was only fixing their error. I bought a refurbished Kickr Core, and it arrived without the power cord needed here in the US. It was overnighted to me, and I couldn’t have been happier.
Just a quick update for anyone who might run into this in the future. As mentioned above, as part of the warranty process I needed to package the Kickr Core and send it to Wahoo. Finding a box big enough was a bit of challenge. I ended up buying the Extra-Large box from U-Haul and the trainer fit like a charm with those styrofoam popcorn thingers.
My replacement trainer should be here this week which will be awesome given I start working from home this week due to the virus.