Wahoo Kickr not providing power/cadence data

Tech Tech Help
1

Hi all! Posting here because it’s been 3 weeks since Wahoo last replied to my support ticket and I’m at a loss for trying to debug an issue with my Kickr (v5).

It intermittently works as normal, but most of the time will power on, connect to Bluetooth, and then spin up with no resistance and not output any power/cadence data to Wahoo’s own app (or 3rd party ones like Zwift). The Kickr is still capable of providing resistance (via the % resistance mode in Wahoo’s app), but even in that state does not output power/cadence data.

I’m relatively confident that the issue is with the Kickr and not the device it has been connected to since I’ve been fortunate enough to test it with 4 different connected devices and those same devices with 2x Kickr Cores and the only issues have been when paired with the problematic Kickr.

To add insult to injury, this Kickr is a certified replacement unit I purchased from Wahoo in June due to another unit providing similar intermittent no-resistance. With the certified replacement unit malfunctioning after <5hrs of use, it seems like Wahoo may be shipping out defective units as “fixed”.

So in short:

  • Has anyone else experienced this issue and found a solution to it?
  • Are 3 weeks waits normal when it comes to dealing with Wahoo support? They responded initially after 3 days but it’s now been 3 weeks since the last update.

Thanks (for listening to my grumblings)!

1 Like
2

I would stay on top of customer support. They should be getting back to you in days, not weeks. In my experience, wahoos CS is excellent and they stand behind their products. Id follow up with them

3

Sadly, my experience with Wahoo support was equally bad.

Promised followup dates came and went with silence. When I would try to follow back up again via chat they would intentionally drop me (multiple times) since there was already an open ticket. They made it very clear to me that they didn’t care even though they knew I was a high value customer. I returned the defective product to the retailer and replaced it with a competing product.

Lesson learned for me. I still have some older Wahoo products, as the time comes to replace them I will only consider their competitors’ products.

Best of luck with your Kickr.

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4

I had a similar issue earlier this year with my Kickr. Wahoo was unable to fix it via customer support and determined it was a hardware issue and informed me they no longer stocked the required parts to fix. Since mine was out of warranty they only offered a 30% discount on a new one. I ended up buying a JetBlack Victory to replace it. I found the overall Wahoo support experience disappointing.

Good luck!

1 Like
5

Could be the optical speed sensor inside?