My experience with Wahoo, there is no effective support. I removed the employee name and replaced with xxxx. I get that the world is not perfect, software is complicated, and customers are a pain.
I opened a ticket on 04/23/2019 concerning:
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Companion app version 1.16.0
My issue
Installed update. All 64 rides in history show a 1970 date.
Today's ride is Jan 14, 1970
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Seems to me that Wahoo should provide a path to roll back to a know working version if they continue not to test updates adequately.
My LBS escalated for me with his rep, that's why there are two name in the second response.
They respond, but do not resolve. "
Like last time, this ticket will be put on hold, and you will be automatically notified when the fix rolls out." (bold by me)
Still waiting for that notification.
xxxx (Wahoo Fitness Support)
May 10, 2:28 PM EDT
Hey Ken, Jon--
Apologies for the delay for the fix. Unfortunately we do not have a resolution as of yet, but our developers are working on this issue daily. It is planned to roll out quite soon, though I do not have a specific rollout date to offer as of yet. We appreciate your patience as we work to get the issue resolved.
Like last time, this ticket will be put on hold, and you will be automatically notified when the fix rolls out.
Thanks,
xxxx
xxxx (Wahoo Fitness Support)
Apr 26, 10:57 AM EDT
Ken,
Thank you for letting us know about your experience. We apologize for the issue and have raised a ticket with our developers who are actively working on a fix. Though we do not currently have an exact delivery date, the problem is a priority on our road map for future app and firmware revisions.
Since we have an open ticket with our development team, all customer service tickets related to the issue (including this one) will be marked as “On-Hold” and merged with the developer ticket to be monitored internally. This process allows us to send automatic notifications when changes are complete. Full release notes are posted on
https://support.wahoofitness.com
Be sure to keep your app and device up-to-date to receive the fix, when available.
We sincerely apologize for any inconvenience and appreciate your patience and support as we strive to serve you better. Please let us know if you have any additional questions or concerns in the meantime.
Thanks for being a Wahoo customer,
xxxx