Plastic snapped after two rides and less than 24hrs use

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George Ames

• December 28, 2020 18:20

I can’t believe I’m having to write this, as I have another live ticket re. very bad altitude and ascent data, but I’ve just discovered a chunk of plastic has sheared off the back of the unit, by where it clips into the mount. Two rides! It’s not been forced, not had any impacts, nothing. It’s brand new. I’d like to organise a replacement unit ASAP -unless the ascent/altitude issue is known and common, and in which case it will be a refund. It’s a real shame as the mapping and interface seems so good and I was determined that the K2 would beat other options out there. Really disappointed. I’ve emailed a picture - am posting here as seemingly no customer service phone number to speak to anyone directly?

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  Abhishek Anand

  • December 29, 2020 11:14

  Hey George. 

  It's quite unfortunate to see the damage to your Karoo 2 unit. I totally understand the issues, with the elevation data and that of the part chipped off from Karoo 2, is totally unacceptable. We really apologies to see you undergoing this situation.

  At Hammerhead, our greatest desire is to ensure our customers are satisfied at all levels and find the most suitable way to fix their problems without delay. That being said, I see that your issues with the elevation reading issue have been addressed over the email from one of us. Besides, I see that we have initiated the replacement for your unit and have shared the return label for the same. We would try all the quick possibilities to ensure you have the Karoo 2, which you would be ready to ride with.

  Again, sorry for the inconvenience caused to you. I would request your patience while we sort this out for you.

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  Abhishek Anand

  • December 29, 2020 11:58

  Hey George. Just to keep you informed, I have emailed you a set of information required to isolate and investigate the issue, which will definitely help us resolve the issue (if it requires rework). I would request you to follow up there with some information related to your ride conditions.

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  George Ames

  • December 29, 2020 16:31

  Thank you, appreciate that - I'll come back to you on the email shortly. The original unit has now been shipped back, and reference number emailed through. I look forward to receiving my new and hopefully fully functioning unit soon. Thanks again for your message.

   

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