Base Broken on barely used Karoo 2 and poor customer service
Answered
My Karoo 2 base broke (I think when removing it from the Hammerhead mount - I have only used that and the Garmin adaptor), despite it being barely used the offer I have had is to replace it with a refurbished unit. Additionally I have to send mine off and then wait for the replacement - I still use it on my Turbo Trainer 3 times per week (I would not use it outside now as it would probably not be secure enough- but we have plenty of snow at the moment so that is not a problem). I feel a bit put out that despite being a pre-order customer and spending a large amount of money on a device that has turned out to be faulty it is taking a long time to resolve it and I am just being sent a refurbished unit and I am going to be without the device for a period of time (it appears like they do not trust me to send my broken one back)?
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That's disappointing to hear, Philip. It seems you're not the only one who's experienced this, and I doubt you will be the last.
I can't say I'm surprised, though. I alluded to the fact that the mount plastic seems more brittle and the Karoo 2 is very awkward to remove in my initial thoughts topic.
I guess we're at the point now where Hammerhead will be measured on how well they deal with these breakages and what they intend to do for current owners.
It's evident that the Karoo 2/mount interface has not been adequately tested with users, especially when it comes to removing it from the mount. Even just a small sample of users would have revealed it's not as straight forward to remove as it should be. A task as frequent as this should be achieving a 90% success rate, at least. As it is, I suspect it's probably struggling to achieve a 20%-30% success rate.
Good luck getting this resolved. Watching this topic with interest.
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@Philip: We are really sorry to hear that you feel this way and we totally understand how frustrating your experience could be as a consumer. I checked the ticket history and I can see that we have already initiated the replacement process and requested you to drop off the package at the nearby Parcelforce drop-off location with the return label we provided. Please be assured that you will be getting a brand new out-of-the-box Karoo 2 as a replacement and it is not a refurbished one. Your replacement will be processed as soon as we receive the defective back in the warehouse. This is the process that we follow as of now and we are taking your feedback to improve the replacement process in subsequent times.
Again, the inconvenience caused to you is highly regretted.
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The K2 mount seems quite awkward and unnecessarily bulky from my initial impression as well. It was also quit stiff when trying to remove it and does scratch up the plastic backing of the K2. Perhaps it would be better just stick with Garmin mount and use the included garmin adaptor.
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This issue continues, I have a good friend who runs a Cycling Tour company who migrated from one of the two main players to Hammerhead and on his first outing the mount snapped and he lost the unit. Poor unfit for purpose components on a top end head unit.
You would expect any reasonable company to ensure that all the components work properly, but sadly not Hammerhead.
I hope that customer service has picked up its game ( since my terrible experience ) and that hardware component upgrades and follow to make them fit for purpose. There is now excuse for this kind of stuff now SRAM is behind them.
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