Today I fired up the SYSTM app to start the “A Very Dark Place” workout. Turns out my brand new Kickr Move decided to get there before me. All lights staying dark and no reaction whatsoever. I did all the steps teh support website suggested, but nothing happened. The Kickr is off and stays off. Until yesterday it worked fine. Today no life in it whatsoever. That’s a very low rate from the companies top end product to last only for 12 activities… So I had to rely on my reliable Tacx Neo V1, which well, just works (and you don’t even have to plug it to any AC).
I am really disapointed. After years spend happily with the Tacx I finally decided to turn to the dark side because I wanted the climb option only Wahoo offers. And in just under 2 weeks the device stops working. Is that a known issue, the Kickr Move stops working from one day to another?
I already opended a ticket with the support. However, when trying to access the ticket with the provided link they sent me, I get to a landing page telling me the page I was looking for doesn’t exist.
I guess I will soon find out about that highly praised Wahoo customer support and how they will handle it. I mean the Kicker Move is such a heavy device. It’s not that I just can send it in by mail…
Aww man. I’ve had only great experience with wahoo’s CS. Maybe this is a dumb question and you’ve already tried it but is it possible the power adapter cord has somehow jiggled itself loose a bit?
I only ask because on my Kickr '18 and Climb, I have occasionally lost power and just unplugging and replugging in the adapter cord to the power block resolved it.
Fingers crossed that it’s that easy for you too 
If not, then hang in there, Sir. I’m sure CS will get you sorted as quick as they can.
Yeah that sucks. Sounds like you’ve taken all the appropriate steps to date. Stay on top of CS - like Sir @Glen.Coutts says, I’ve nothing but positive things to say about THEIR SIDE of the Company, at least.
And second the “check all connections” and your power leading to the unit. Are you able to test for current? You certainly could have received a dud unit, but that would be VERY odd for it to just go completely dead this quickly.
Only other thing I’d check out is the power supply itself - I have had trouble with those from Wahoo. They’re basically a generic 120v unit that Wahoo slapped their name on that you can pick up online for $12 - $15. If you have another to swap out, give that a try, and/or (again) check the current through the unit.
I had a problem with my Kickr Core a couple years ago that was similar. It was working great then suddenly it was dead. It turned on, but didn’t register power or cadence.
Wahoo CS said if I shipped it back they would replace it. I didn’t have a box I could send it in. They gave me some kind of advance purchase return option where I paid the price for a new one which they sent me immediately. Then once I received it I used the box to send back the broken one. And after they received my return they refunded my purchase. So it was a free return. I used this process twice. Both times Wahoo CS was quick to decide I needed a replacement and then was also quick with shipping.
Hopefully in your case it’s a simple fix like a busted power supply or cord. But I know Wahoo CS will definitely take care of you.
Plugging off and in again was the first thing I tried, naturally. No effect. I hope CS will take care of it. I will tell about my experiences …
The power supply seems to be the only part that is still working. At least its LED is on. But none of the LEDs on the unit itself is on.
To be clear, we’re talking not just in and out from the wall outlet but actually physically separating the cord from the block on both ends as well as the junction on the trainer and reconnect.
Done that several times.
I am well aware off what basic steps any CS would ask me before declaring something is broken. 
Actually I don’t worry that much about the CS, but more about getting the unit from the basement to the door. It’s just so heavy. When I got it delivered, the delivery guy was very kind to help me get it down there. And unfortunately I did not keep the packing material … so I am afraid the whole process may become some kind of an adventure…
got it. I don’t mean to challenge your troubleshooting skillz. It’s just that like I said, I only ask cuz, I was certain mine was solidly connected but it turned out it wasn’t.
Never mind; I do appreciate your support. Now I hope WCS will be as supportive…
I didn’t have the packing material for my
Kickr core either.
If they offer you the advance paid return method then when you receive the replacement model you can use the box and packing material to box up the old one.
And maybe if you give the delivery person a few extra dollarbucks they will help you carry the box out of the basement…
I saw your posting about the refund option. Since in my case I got the unit from an online retailer who had a (very) fair discount on the product, I am not sure, if that will be an option for me. But we will see …
With Wahoo CS, if they choose to replace it (which I would be surprised if they didn’t) then the online price you paid wouldn’t matter. Wahoo would initially charge you Wahoo’s price for a new one, but then refund it immediately back to you once they received the broken one. Your original purchase price would be irrelevant in the customer service process.
I guess I will soon find out, if the CS lives up to it’s highly praised name. I’ll keep you posted here.
Any chance you got it through REI? Because they’ve been great with some of my Wahoo issues too. (noticing a trend here…)
I purchased it from velo-store-de.de
Bummer! I had my Wahoo Kickr Bike Shift crap out on me out of the blue at the finish of a race on Training Peaks Virtual on New Years Day. It was in my possession (I want to say ‘new’ but part of me thinks I got a refurbished unit…) for less than three months when this happened.
They replaced it last week. So far so good on the new unit. Hopefully it doesn’t go on me at all, let alone within three months.
I’d think they’ll replace the unit for you since it’s presumably under warranty.
Unfortunate thing is they can’t replace the time on inferior equipment you have to spend while waiting for your replacement comes!
I was very happy with the product until this happened. Lost a decent amount of respect/confidence/whatever you want to call it in Wahoo. If it happens again, I may be a bit more inclined to just seek a refund and buying a Garmin smart bike instead.
I am not that concerned about the replacement process itself, besides it being a hassle because you need to set up a pick-up date and a delivery date and so on. But I can relate to your concerns you have about the company’s products being let down.
The feature that made me want a Kickr actually was the Climb, and not the trainer itself. I did not have any issues whatsoever with my Tacx Neo (it’s been working for 6 years).
I would expect a Kickr to be as solid as that trainer, but having a dead unit after just two weeks of use is, as you said, a bummer. While I appreciate a good CS, I rather have a reliable product, with no need to contact CS in the first place.
100%!