Wahoo Fitness

Best customer service I had in a very long time..They stayed in touch via email and a few phone calls..I ended up sending my first generation kickr back to them. They replaced the mother board and spiffed it up and sent it back to me at no charge.. then they stayed in touch just to make sure I was happy.
Sep 21st, 2021

Feb 22nd, 2021

I am editing my review. Per wahoo i gave wrong order number on the item my husband ordered, that was late, I did share his e mail. With that being said, we are very pleased with the kikr, highly recommend it. Thanks for reaching out wahoo fitness.
Feb 20th, 2021

I purchased a Kickr Snap in August 2020 while they had them in stock. Order arrived promptly and worked fine until just before Christmas when it just stopped transmitting information (power, speed, etc.). Contacted customer support via e-mail and was connected with someone named Margo who in the beginning replied immediately. She had me check all the fundamental stuff first (connections, no other apps running, etc.) which I get, start with the simple things first. No success. This back and forth went on for a few days and the response to my e-mails was pretty immediate. Try this, do that, no luck. We then thought that perhaps the sticker inside the flywheel was damaged so she sent me a new one which they were supposed to e-mail me when it shipped but never did. Nevertheless it still showed up within a few days, with the same result, no info being transmitted. Days are now turning into weeks with no trainer. By now the time it is taking her to respond is becoming longer (2-3 days). It is becoming clear that the unit is defective. The delays in the e-mail replies is becoming so frustrating that I finally call customer service and opted to leave a call back number. Was contacted within half an hour and was informed by the person that I spoke with (can’t recall her name but she was utterly charming!) that in these situations they just send a new flywheel. Great, “ can we just go ahead and do that?” “I’ll have to check with Margo”. Ugh. So the e-mail dance continues for another couple of weeks which have by now turned into a month with frustration growing daily and the replies from Margo to my e-mails had gone from immediate to 3-4 days with me having to send a second e-mail before I get a reply. Now she has me doing things like checking tire pressure, measuring rear hub spacing, updating my iPad (which was one the first things she had me try in like day two or three). Please. It now clear the unit is defective and she is out of ideas. Crickets. So I place a second call on a Friday afternoon and again left a call back number and again was contacted within minutes by a person named Jeremy. I explained my frustration to him which he was completely sympathetic to because we are now going on six weeks, and was also told by him that in these situations they either send a replacement flywheel which they can do immediately or they can send a replacement unit which will take another month before they’re back in stock. Great, “how soon can you send the new flywheel?” “I can process it today and have it sent expedited delivery for free” Fantastic! Tuesday afternoon there was a box on my front porch with the new flywheel. I was e-mailed a link to a video that showed how to install the new flywheel which wasn’t terribly complicated, installed it and it has been working flawlessly for a month now. So all’s well that ends well but, why it took six plus weeks and untold hours of aggravation is mind boggling. Thank you Jeremy
Feb 13th, 2021

Wahoo don't care about there customers . 2 Kicker core faulty smart trainers in 2 year. Told by Wahoo that they would send me a new Kicker R unit . Instead they send a refurbished unit from 2018 . Lost faith in the product now sadly lost faith in the company . When you buy new , you expect a new replacement not something which is 2 years old . very unhappy customer . Shaun Thomas
Sep 21st, 2020