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Garmin introduces repair option following complaints from Tacx Neo smart trainer owners

Customer was only offered discount on a new product after software download broke his

Garmin has introduced a flat rate repair option for Tacx Neo smart trainers following complaints that the firm was failing to offer any kind of support to owners once units were out of warranty. The cost is £538 + VAT which comes out at £646.15.

Earlier this month we reported how road.cc reader Mark Jones had been left with “a very expensive paperweight” after downloading the latest firmware into an otherwise mint condition Tacx Neo he had bought in 2015.

Tacx was taken over by Garmin in February of last year, but when Jones phoned product support about the issue, he was told that as the unit was out of warranty, nothing would be done. All he was offered was a 20 per cent discount off a new trainer.

Posts on a Tacx Neo owners’ forum on Facebook outlines similar stories from other users.

A Garmin spokesperson told road.cc that the firm was investigating claims and “exploring ways to resolve similar inquiries going forward.”

The firm has since informed us that it has introduced a repair option.

A spokesperson said: “We are aware of the comments on social media and continue to address Tacx product repair inquiries.

“The purchase of a Tacx trainer includes an initial two-year warranty. After the original warranty expires we will offer customers a flat rate repair option within our standard service phase.

“For a period of time during the integration of the Garmin and Tacx product support teams, a subset of legacy trainers did not have this option available for customers. This was not intentional, and the Garmin and Tacx teams have worked to ensure we make this option available, effective immediately.”

Garmin has advised affected owners to contact its product support team.

Alex has written for more cricket publications than the rest of the road.cc team combined. Despite the apparent evidence of this picture, he doesn't especially like cake.

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10 comments

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Oliver Scheffer | 3 years ago
0 likes

I think that's ridiculous. A reasonable flatrate would be - for example - EUR 100,- plus spare parts. But they don't even try to repair, you'll get a refurbished trainer, no matter how small the defect.

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DaveL75 | 3 years ago
0 likes

Well that's nice and simple isn't it. I'll be using that £600 ish to buy a kickr.
Well done Garmin. You've just destroyed Tacx.

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chris1968 | 4 years ago
0 likes

So far had odd times when connection is lost so pedalling but not moving (Taxc Neo on Zwift) otherwise so far ok in 3K miles.... happy with all my other Tacx and Garmin products..... so far... although I don't like the idea of such a large repair option payment if needed.... long way towards a new trainer.....and as my LBS now supply Wahoo that may be the one !!

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Rapha Nadal | 4 years ago
2 likes

Hilarious.  What a shite company!

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JWL | 4 years ago
2 likes

Utter bollox. Judge a company by how it deals with problems. This is one crap company. 

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Milkfloat | 4 years ago
2 likes

Well, I for one have now officially given up on Garmin.  I have owned over 20 devices over the years and currently use a Neo, Edge 530, Vector pedals, Vivoactive 4 and an absolute stack of sensors.  Nothing works as advertised and their once reasonable customer service has gone totally out of the window.

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IanMunro | 4 years ago
2 likes

They'd have been better off just saying we won't repair them.
A flat rate of £650 is just a massive "fuck you, we don't care" message to customers. Hard to believe they could be so crass.

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daflj | 4 years ago
0 likes

The Garmin statement doesn't completely clarify matters yet though.

There's no word about the cost of the "flat rate" and neither have they defined when their "standard service phase" is. Until there's a bit more detail the feasibility of repairing the device isn't clear.

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Alex Bowden replied to daflj | 4 years ago
2 likes

They've just got back with the amount. The story's been updated.

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daflj replied to Alex Bowden | 4 years ago
1 like

Thanks Alex

For Neo owners that's not a very inspiring cost. A flat £650 for a repair, irrespective of what the problem is, seems very pricy - and not loads cheaper than the 20% off a new trainer which they were quoting (given that I bought my Neo for £880).

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