Altitude accuracy

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George Ames

December 27, 2020 14:54

Just taken my K2 out for first ride - generally really pleased but the altitude and current gradient numbers are way out. Riding up a hill with a 5-8% gradient registered as 1-2%. And total ascent for the ride was registering 1.8k ft rather than 3.2k (which is the accurate number). Really hope this is fixable as it’s a basic need/function. Appreciate any guidance.

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9 comments

Hari Krishnan

December 27, 2020 17:33
@George: Sorry for the trouble caused. Accuracy matters, so lets try and find the reason behind this descrepancy. We have received your ticket and thank you for writing back to us with the requested details. We will follow-up with your ticket and help you with the best resolution.

I am suspecting this to be due to the threshold on the elevation calculation with respect to speed. It could be that, or the fact that the barometer wasn't calibrated at the start of the ride. We will find out and let you know.
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George Ames

December 28, 2020 16:21
@Hari: Thanks for note, and your emailed advice on manual calibration. I have just done this and when doing quick test ride just now there was no ascent data change at all - it was only 158ft hill test, but none the less, zero. And no grade indication when going up/down hill - stayed on zero. On strava the two sides of the hill are noted at 5% and 11%. Speed was circa 7-8mph, so it isn't a case of going too slow, as your email questioned.

Another quirk is that when looking at the ride on the hammerhead dashboard, it displays in the list as being 0ft ascent, but when clicking through to see the ride/map, it shows the correct value at the bottom.

Perhaps this is a hardware issue? I really appreciate your email exchange, especially as it is christmas and I expect the team is deluged, but I wondered if there is a phone support option so this can be resolved without needing to wait 24hrs between emails?

Thanks again for your help
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George Ames

December 28, 2020 17:54
...and, unbelievable after two rides, I’ve just noticed a chunk of plastic has broken off where the mount engages. Two rides! I’ve emailed you a picture and would like to request a replacement unit. If the ascent issue is typical, that might change to a full refund. I’d appreciate a fast response to this. Really disappointed.
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Ali

December 28, 2020 18:35
Hi George - truly disappointing for us too. We believe it could be an issue isolated on this unit, as there is no reason for us to believe altitude could be off by this margin. We will get you sorted for it, do not worry. Kindly wrap the unit and all the accessories in the original box, we will send you a return label that you can drop off and at the same time - ship you a replacement unit, that should reach you within the next few days. Sorry for all the trouble, and hope this is one-off. We know you have waited for a long time, and would not let this excitement to get down!
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George Ames

December 28, 2020 18:55
Really appreciate it, thanks Ali, and I’ll keep the faith for now! It’s really disappointing but hopefully a one off as you say. Thanks for getting this sorted to me. To clarify, will the label be mailed or emailed?
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Ali

December 28, 2020 20:17
We will email the pre-paid return label.
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George Ames

December 28, 2020 20:26
👍🏻
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George Ames

January 03, 2021 13:01
...wanted to post a follow up to say that I’m just back in from a cold and wet 40m test ride with the replacement unit and everything seems to be working well. Thanks again for your help and swift replacement, really appreciated.
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Hari Krishnan

January 03, 2021 13:39
@George: That's great news and thanks a lot for the quick follow-up.
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