You firstly need to book your trainer in and arrange to have it shipped to us. We can help to arrange the shipping if needed. Once it arrives here, it’ll enter our batch servicing system and be allocated a batch for processing. Once it’s time for your batch to be processed, we’ll strip the trainer down and assess it before coming back to you with a quote for the work. Once we’ve had the go-ahead, we’ll service the trainer and address any of the issues we noted during the assessment. Then the trainer will be tested on our test rig to compare the power figures and ensure that all metrics are being read correctly.
Yes we do! We carry out a lot of electronics repairs, ranging from a simple power connector replacement to component replacement on circuit boards. We can dump the firmware from faulty processors and flash it to new processors.
Fortunately this is a very common issue and is normally repairable by our electronics technicians. We can either repair the board alone (you’d need the skills to remove it safely from the trainer) or we can repair it on top of a trainer service. There is a page dedicated to Neo electronics issues here.
Yes, we offer a 3 month warranty on our work and a year on parts.
No, you don’t need to send the power supply unless you think there is something wrong with it.
We sell a range of spares in our shop here. From bearings and belts to power supplies and freehub bodies, we’ve got you covered.
We often buy old trainers for spares, you can find more information here.
We sell reconditioned trainers in the shop. All are thoroughly tested after a full and comprehensive service. They come with a 6 month warranty.
Yes we do! We can arrange shipping with Parcel2Go, we simply charge £20 each way to cover our costs. If you arrange it yourself, it can be a little cheaper. When you book your trainer in, you can choose the shipping options there. There is a 30kg limit on shipping trainers. The only one we know of that is heavier is the KICKR Move. We have a solution though, so just make sure you select the right option on the booking form and we’ll send further details through.
Yes you can! We use a bicycle courier service to ship KICKR Bikes and Neo bikes around. They specialize in moving bikes around the country and will collect yours from and deliver it back to your front door.
We offer international shipping on all our spare parts. Unfortunately we don’t offer shipping on whole trainers either for purchase or service. We hope to have a solution for this in the near future.
If you can’t find a suitable box, we can ship you an empty box with packaging materials included. You can buy our boxes here in the shop.
The KICKR runs on 12 V and the Neo is 48 V. The over voltage from the Neo power supply normally blows multiple components on the KICKR circuit board. If the processor is damaged to the point that we can’t extract the firmware from it, then there is nothing we can do. We’d need to see the board to fully diagnose it.
