So... now a 1 Star, 0 would be better. It’s the 27th May and I still don’t have a trainer back. I did get through To customer service on phone after posting this original review - 36 mins on hold and eventually told “we don’t have any”. None the same, nothing to upgrade nor even downgrade. Nada. But... stock arriving 19th, maybe have one To me by 22nd. (About two weeks after my call). As no further communications came through I called on the 22nd. Left a call back number (their callback does not work for mobile numbers but it doesn’t say that - really frustrating as keeps saying re-enter with no zeroes even when you have entered no zeroes). Anyway about an hour later I get a call back and I’m told that not enough stock came in. She then goes into a long explanation about its Covid-19 Etc. During which I get cut off. She never calls back. So, prior to being told it could be 22nd May, I get a message saying ‘ready to despatch, your next message will be a tracking number from UPS’. That was now a month ago. And just to really make me angry I was told that they “can see how their message may have set my expectations wrongly.” ‘Your parcel is ready to despatch’. How can expecting them to do what they say they are going to do be a false expectation. Ahhh.... expect nothing from them - that’s the correct expectation, and ignore everything they say. Best still, don’t buy Tacx or Garmin unless you’re a lover of making tea in a chocolate teapot. Total waste of time - will have to take action now as I haven’t had a formal reply to any message for weeks. This is shaping up to be a 1 Star but I'm giving them the benefit of the doubt so 2... for now... and hoping I get what is overdue very soon. Long story short, Garmin own Tacx bike trainers/accessories since 2019 and are now handing service and customer support. I was looking for where to get my trainer serviced/repaired but at just over a year old they agreed to replace it due to the apparent fault - yay!! - BUT having sent mine back I still don't have a replacement two weeks later. Customer service seems overwhelmed - never had an email from the same person twice, don't reply to your email replies for at least 48 hours and as they don't read what you send them communication is painfully slow. When I call... not available due to 'training' which is clearly needed but not helping their support quality one bit yet. . I know they can do a good job and have all the pieces and processes in place but execution is appalling. Seems like they are overwhelmed - sort it out!! Wahoo, Fitbit, Strava and others will prosper whilst your existing customers can't be brand ambassadors. If a full refund was an option I'd be taking it - I so wish it was!!
