Wahoo support has been quite terrible so I decided to write something here as a word of caution for others like myself who train indoors and need reliable equipment.
Within 12 months of getting the Kickr Core it has stopped working. When I first got the Kickr I needed their support and it took them 2 weeks to reply. A year later, I am missing training sessions and they are nowhere to be found. Equipment can break and that happens, but there is no excuse for non responsive customer service.
For comparison, Zwift and Garmin support have always without exception relied to me within 48 hours.
As a counterpoint to this, my Bolt v2 charging point melted when I plugged it in after I’d owned it for nearly 2 years. They sent me a brand new v3 as a replacement with zero pushback
My experience with Wahoo in Canada has been the exact opposite. I’ve received excellent customer service. They immediately sent out a replacement when the strap for my hr monitor broke. A few months later the heart rate monitor was being finicky and unreliable, so they sent me their newest model.
My experience with Wahoo’s post-sales support here in Australia has been great. Had a problem with the power bank on my v1 Kickr Bike and they shipped a new one overnight. Had some lateral play in two sets of Speedplay pedals and replaced without issue. Wahoo’s post-sales support is one reason why I’m happy to continue buying and using Wahoo products.
Not to confuse matters further but here in California Wahoo has been great. I had a kickr bike that developed a bad shifter, they replaced the handlebars twice before eventually just replacing the bike entirely. Then THAT bike’s shifters went. They replaced the bike again. That bike had a different issue that was not satisfactory so they sent another one which also turned out to have bad shifters. It was a bit of a shitshow. At one point I think I had three bikes on the property! I still have two spare handlebars they never took back. But I did finally get a bike that worked that’s been solid ever since.
Doesn’t say much about the product I suppose but the customer service was on top of it
Another contrasting opinion here: nothing less than excellent service from Wahoo - based in German - they’ve replaced multiple Tickr and even a secondhand Kickr Core out of warranty for me, fast, friendly and uncomplicated.
Another upvote of Wahoo’s customer service. They replaced my Wahoo Rival (watch) without asking many questions and when their botched GPS update disabled my Bolt v1, they gave me 40 % off of any current Wahoo head unit. I picked up a Roam v3 on the cheap. Can’t complain.
non responsive customer service is annoying - especially when you spent several hundreds or thousands of dollars and you’re relying on that equipment. I’ve had good experience with Wahoo in the past an really spotty experience with Garmin in my country. You can win or loose customer with good service for sure. Try to escalate somehow - I’m sure they’ll help you
Wahoo has some of the best support ive ever experienced. Replace a Core past its warranty window amd multiple head units. It sure would be nice if stuff didnt break, but when it does i typically have replacement stuff within a week.
Kickr Bike 2’s right leg broken, more than 3-4 months out of the 2 year warranty period (EU) and Wahoo support was very helpful, never had better experience, Its day and night compared with Garmin support… Long story short: they sent me a replacement bike.
My kickr bike v1 stopped shifting and displayed an error code.
They sent a replacement bike. The replacement bike was missing a leg. I did still test it by placing a wedge under the missing leg. The resistance was all choppy and messed up. So clearly whatever refurb unit they sent me they didn’t test.
They sent me another replacement. This one works. Although taking it out of the box it was a bit dirty so again probably refurbished and they didn’t spend any time cleaning it up. At least it works.
The end result was fine but support was slow as I had to email back to check status both times after a week as I hadn’t received any indication they were doing anything with it.
Wahoo has been good in my experience. I had an older kickr core that I used for years. It was still working, but started making some weird noises that I contacted them about. They tried to trouble-shoot it and then just replaced it with a refurbished unit. Pretty good considering it was way out of warranty.
I’ve had countless Wahoo items replaced under warranty, and support has usually been pretty good.
I’ve become a bit frustrated with having to reach out to them so often, but the end results have pretty much always been good.
It sounds like things have changed behind the scenes a bit recently. Hopefully, they can keep things going smoothly, as I like the designs of their products.
