Karoo wont power on
Answered
So turned on the Karoo this morning before my ride to check battery, which was at 70%. Turned it off and drove to a mates to start our route. By the time I got there 40 mins later the karoo wouldnt power up again. Tried plugging it to the car charger and the mains when I got home but to no avail. Trialled a hard reset hoping this would breathe some life into it but nothing. Been dead for 9 hours now. Scratching my head a little as to the cause as I havent dropped it or got it wet. I noticed it was due a software update this morning but neglected to do this I was on my way out. Anyone else had any experience of this or got any recommendations for things I could try to bring it back to life?
Cheers
Alan
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Official comment
Hey Alan. Sorry for the inconvenience. We have created a support ticket for you. One of my colleagues will be sending you an email shortly. We will certainly help you out with this.
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So my unit never came back to life despite trialling the work arounds advised by support team. Inital response from HH was good. They said I had nothing to worry about and would honour the warranty by sending me another unit.
Then I was told there wasn't any oringinal karoos left so my only option was to buy a karoo2. No repair or diagnostics. Wouldnt offer me a discount on a karoo 2 despite being a 'valued customer'.
Thoroughly let down by HH. I know electronics aren't bomb proof but you'd expect it to last more then 2 years with mild use and no reason to fail. Id also expect some kind of recompence or even a gesture of good will before putting £300 worth of faith in another one.
Best if luck with yours, I fear you'll need it.
Alan
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Hi Alan
Thanks for your feedback. Thats very disappointing. I stopped using Garmin products because of their awful customer service so I'm hoping that HH is better than that. Its all very well selling units but if it doesn't have good customer service it will lose customer goodwill very quickly. Lets see what happens.
JP
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Any update on your issue JP. I have the same problem.........i think. Initially was starting and then shutting down a few mins later. Eventually ran for a ride but only after 3 failed starts. Now seems totally dead. Cant reset or start. Its like the start button has become inactive.
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Hi Ali
No joy I'm afraid. The unit is well and truly dead. I had to take a video showing that it wasn't working and send it to Karoo for verification. I've been chasing customer service ever since without any luck. In the end I got so frustrated I wrote to the CEO and explained how unhappy I was with the service. Hey presto I'm contacted by the Head of Customer Service within hours. I've had to send the unit back to the US and I'm hoping that I get a replacement soon. Really annoying but at least its finally getting sorted.
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Hi JP,
I have just finished riding the the Raid Pyrenees and mine fired up again for the last day. Thank the lord (or somebody) But it is still as it was. The power button seems faulty and I can't reliably switch on or off. Reset to factory or anything useful. But we made that last day with nav working and I am waiting to see what can be done. Great tool but a little fragile where software is involved it seems.
I am getting a little reluctant to update software as each time it seems to have an issue. Glad that the folks are stepping up and dealing with it for you and thanks for the reply..
Ali
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My karoo is dead, too.
Karoo had strange symptoms after riding more than 100 kilometers about two months ago.
A few days later, I rode 200km.
A few days later, Karoo tried to update the software in battery condition about 60%, but it broke.
It was probably an update on July 30.
Symptoms are battery fever. Continuous software update failed. It doesn't charge even when the charging sign comes in.
I tried to charge it by cooling it with an electric fan and air conditioner.
But it failed. then battery off and don't turn on again.
I thought about replacement service due to Crash, but the shipping fee was expensive.
I disassembled karoo.
Perhaps the battery was 2.7 volts.
The battery was removed and forced to be charged(4.3v).
If you make a short or a mistake while following, it explodes. Don't do it because it's very dangerous.!!!!!!!!!!!!!!!!!!!!!!
I have some knowledge in this field.
I did factory reset after 100% charge.
I've upgraded my software.
Factory Reset once again
Installed 3rd Party App
Everything was normal.
It's normal from 80% to full charge.
But 60 percent of the batteries had the original crash symptoms.
It was not charged and separated and forced to charge.
It returned to normal and the same symptoms continued to occur.
I decided to replace the battery and transplanted a slightly smaller battery.
Eventually it didn't work, so I put the original battery in.
This is certainly powered on and performs all functions normally.
Is this machine normal? The same symptoms still occur when the battery goes down below 60%.
I had no choice but to charge it by force and eventually bought the Wahoo Company's bolt.
I used it very softly and carefully and had no major complaints about some bugs.
My mistake was a software update.
I am considering buying karoo2 using a bolt.
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My Karoo just died also. Frustratingly it's not even three years old yet (but it is out of warranty). When I power on I can see faint lights at the bottom of the screen but it will not boot up. This suggests that power is ok but either screen or software is defective. I can't find any suggestions other than a hard reboot (which doesn't work). Waiting for support to get in touch but I'm following this thread with interest. I hope I get a more satisfactory answer than some of you. I'm not overly keen on paying full price for Karoo 2 if it has the same kind of problems and only lasts a couple of years. For now it's back to my old Garmin Edge and hardwired links to see me through the gap to whatever my new computer is.
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Seems there would be a common fault with the number of karoo 1 that fail just out of warranty. Sad to hear this but I'm afraid you'll be found wanting if you're hoping for some support from Hammerhead. I was promised a replacement which they then could not provide. No repair or diagnostics offered. Not event a fair discount on a karoo 2. Essentialy Hammerhead have turned their back on karoo 1 owners.
All that glitters ain't gold!!
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Alan have you considered action as I believe you would have some recourse under uk consumer law. As in reasonable life of a product which gives you some protection for up to 6 years. Apple did a free repair on an out of warranty laptop for me foc after 2 years and said they would offer discounted repairs for up to 6 years to comply.
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Alan I didn’t have to do anything as Apple stepped up and informed me of the law of there own accord.
You would proceed via small claims court if you cannot resolve it with the manufacturer. Based on what you have said they will lose so it costs you nothing. Worst case is £100 ( I think ) costs if you do. If the other party fails to turn up and defend, you win by default. Do u think they would hire representation for the wholesale cost to them of another unit or giving u a discount replacement. I doubt it
This is the law - Under consumer laws in the UK, consumers are entitled to a free of charge repair or replacement, discount or refund by the seller, of defective goods or goods which do not conform with the contract of sale. For goods purchased in England or Wales, these rights expire six years from delivery of the goods and for goods purchased in Scotland, these rights expire five years from delivery of the goods.
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After quite a bit of time and too many email exchanges mine is on its way back this weekend with the assurance that I will get another after its been checked. Due to very long gaps between emails sent and replies it has taken a few weeks. I have been waiting so long that I have resorted to buying a new GPS as a back up. I feel that if the product is not perfect the customer service has to be the best.
At the moment its not even close. I have recommended Karoo to 4 friends and also on Facebook. Not sure if that was the right move? Good to here the small claims court reference.
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So.... I just bought the new Karoo 2 unit and was getting ready to ship back my perfect condition, never dropped, never abused, (took care of this unit better than my kids and the get great care) Karoo for the $120 CAD. I went to update it. A weird booting screen turned on with some options written too small for me to see. It turned off. I charged it and now it won't turn on! This unit is barely one year old. I need some help here? please and thank you.
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Hi Damian, I had mine replaced and it hasn't died yet. I don't know where you are but if you are in Europe you have rights.
Its 2 years and that's the law. However they ain't going to last long as business if the Karoo is going to fail after 1 year. I had recommended 4 people that they should buy one. My wife has bought a Karoo 2 plus one other but the other 2 have gone elsewhere. The units may be better than a garmin in the way that they work but they also need last as long as Garmin. I sold my 1000 which was 5 years old and its still going strong. Crap but still going.
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OMG, all these messages don’t sound good. During a ride yesterday my Karoo 1 constantly started to reboot during the ride. Charged the battery at home (but is was at 98%..) and updated software. Just yet before my ride I mounted the karoo and suddenly it died. Nothing works anymore. Tried a hard reset but no luck. I really love this Karoo so I really hope they help me (us) out here...
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