Wahoo - Outstanding Customer Service

mcxfisher

A while back I posted a question to find out whether any other Forum members had experienced problems with running Wahoo Tickr with an iPhone 8. Judging by the lack of responses I was alone with this issue.

Meanwhile I contacted Wahoo Support, who immediately replaced the Tickr without quibble our question. When that didn’t solve the problem, they sent another. I then had a lengthy discourse with Ben, sharing heart rate recordings from rides and carrying out controlled sessions to replicate the fault. Throughout Ben and his colleagues were unfailingly polite, patient and fully engaged. Allowing for the time difference and weekends, every one of over 20 emails I sent were answered within 24 hours.

At the end of the 5 weeks, having found a solution, Wahoo kindly sent me - wholly unsolicited - a refurbished good as new Elemnt. I was amazed.

I don’t recall receiving better service from a non-local supplier anywhere, ever, and as a result felt that as a minimum I owed them this post.

spatt77

oxoman said:

A good company will always help with a problem if they can. Garmin on the other hand don't give a shoot about their customers problems.

yeah , Garmin are shocking to deal with!

redvision

spatt77 said:

oxoman said:

A good company will always help with a problem if they can. Garmin on the other hand don't give a shoot about their customers problems.

yeah , Garmin are shocking to deal with!

Unless you're a ransomware hacker

ibr17xvii

I've dealt with them a few times when my Kickr went belly up (twice) & once when I was having GPS problems with my Bolt & I have to say their customer service IME is 2nd to none.

As I'm confident they will have my back if I do have issues if I'm looking for a new product & Wahoo do it I will deffo consider it.

joeyhalloran

This is the stuff the will make me be buying Wahoo in the future instead of Garmin. I really think Garmin just don't get the customer service part.

poptart242

I'll add my recent experience with Wahoo here - my wife's Elemnt Bolt had a slightly damaged screen - not bad enough to bother replacing though. Unfortunately some rain got in there and blacked out 90% of the screen making it unusable last week. I submitted a support ticket asking if we could send it in for repair (and pay to do so) and they replied telling me a new one would be sent out FOC if I was happy to dispose of the broken one!

This is for a unit that's 18 months out of warranty, having been bought pretty much at launch in March 2017.

Outstanding, brilliant, superb customer service.

jameses

poptart242 said:

I'll add my recent experience with Wahoo here - my wife's Elemnt Bolt had a slightly damaged screen - not bad enough to bother replacing though. Unfortunately some rain got in there and blacked out 90% of the screen making it unusable last week. I submitted a support ticket asking if we could send it in for repair (and pay to do so) and they replied telling me a new one would be sent out FOC if I was happy to dispose of the broken one!

This is for a unit that's 18 months out of warranty, having been bought pretty much at launch in March 2017.

Outstanding, brilliant, superb customer service.

I've had much the same experience (I think water ingress is a bit of an issue with the bolt) - some water got in, the bolt went a bit glitchy, contacted Wahoo and had new unit, free of charge, within a week.

MTB_Roadtripper

It looks like Wahoo know its between them and Garmin for the top dogs in the bike computer world. Having largely similar products (I prefer Wahoo having owned both) then its the customer service that sets them apart. It actually seems they are going quite far beyond what you would reasonably expect.

Good on em for doing things right!

tonybanham

Just spotted this thread and had to comment, again with a postive experince. My Bolt was neary 2.5 years old and a few months ago the power button cover came away. I thought it was just one of those things so I repaired it with Gorilla glue, then last week the up-down button cover did the same, I ride a lot in the winter so need a waterproof unit. Not knowing what to expect I dropped Wahoo a line asking if they could repair - after a couple of very polite and postive emails a new Bolt Stealth was send out to me in a few days!!

This really is is excellent customer service and even better if they improve future products based on past issues.

Big thumbs up from me!