I have sent an email to Wahoo for help with my Kickr core because of faulty product, but have received no reply after three days, has anyone else had this issue? I don’t see any other easy way to get help. Their bot service is also very useless.
I have bought countless things from Wahoo over the last few years, and have been very loyal when it comes to their products but this does alter my perception a little. Must say I’m disappointed at this delay in responding to me and their customer service.
It did seem to take a little longer for them to get back to me regarding my submitted ticket but when I submitted it, it did say that it would be placed “within the que”. I’m not sure exactly how many support requests are in the que and since Dame Ellisa has now left I’m sure they are short handed. I will say that once they replied the support/service went very quickly. JMTCW
With the US holiday on Monday I’m sure we are a bit backed up. Dame Ellisa wouldn’t have helped with the trainers at all, so that wouldn’t have any impact. Just be patient and they’ll get back to you soon, if you don’t hear by midday tomorrow send me a note here and I’ll go ask.
I’ve got an open ticket at the moment as my trainer stopped working. It took 7 days to get the first response, now I’m sitting at 4 days so far my second. Kind of frustrating, as I got an email reminding me to reply when it took me more than 24 hours to collect the information requested.
Yea, my Kickr Core stopped transmitting cadence and power all of a sudden, so now I’m sitting with a large paperweight and waiting for a response. Had the same issue a year and a half ago, but never had more than three business days between messages.
@Jeff_Kloosterman I don’t know what to say. Try DM @Rupert@mgboehmer or @Helga . Maybe one of them can look into this for you. I’m actually shocked by this TBPH.
I actually, finally got a response an hour and a half ago with other things to try to debug the issue. I’ll get the info tonight, then reset the clock.
Well, after two weeks of waiting and two tests run: apparently I should have been talking to my local distributor (even though it was Wahoo that helped me last time). My info has been passed to them, and I should hear from them with five business days.
So another week of waiting with a non-fictional Kickr.
Same feeling of a very slow customer support here.
I bought a Zwift ride + Wahoo Kickr Core 2 bundle last week, received it on thursday. It worked for 45 minutes (Zwift introduction: 20 minutes and first Zwift training demo: 25 minutes). After that, the trainer started doing a very loud and abnormal noise.
Sent a customer support request to Zwift (as I bought the bundle on their website). They replied within 24 hours but told me that the request must be sent to Wahoo as this is their product. I cannot say that Wahoo’s customer support is as effective as Zwift’s. The request was assigned to someone 24 hours ago, but nothing has moved since then. The fact it broke after only 45 minutes makes me very frustrated and gets me impatient, I must confess.
I was originally planning on buying a trainer from another brand and only got a Wahoo because it came in the bundle with Zwift, I’m starting to regret that choice.
and I miss Dame Ellisa 
. I know that’s not helpful but I feel for you Sir. You’ll be KickR’n it again before you know it!