Just sharing in case it helps others: I bought a Kurt Kinetic trainer 2 weeks ago. Generally I like the trainer but it sort of broke (tightening handle came off). Nothing I can’t fix (epoxy) but really disappointed that Kurt Kinetic is simply not responding, email or phone. I would not buy another KK product and I really wanted to like them.
Weird. I filled out the contact form on the website about a trainer axle I had just bought for use in a trainer that wasn’t even their own and heard back the next day.
Not my experience at all. (Perhaps they are short-staffed considering the current economic environment.)
Several years ago, I *perceived *my new Kurt Kinetic Road Machine to have a “louder than normal” resistance unit. After contacting KK, they immediately shipped an entirely new unit with no questions asked…free!
Awesome customer service…
Agreed. They just sent me another resistance unit for a 10 plus year old trainer. I filled out the contact form, exchanged an email, sent a video of the noise it was making and the unit arrived a few days later.
Just sharing in case it helps others: I bought a Kurt Kinetic trainer 2 weeks ago. Generally I like the trainer but it sort of broke (tightening handle came off). Nothing I can’t fix (epoxy) but really disappointed that Kurt Kinetic is simply not responding, email or phone. I would not buy another KK product and I really wanted to like them.
Perhaps it’s due to the current situation.
I needed a part for a KK Road Machine unit a few years ago.
This was actually my high-water-mark for Customer Service - the amazing women, who as as pleasant as sunshine on the phone, had the part packaged and in the mail before we finished our roughly 2 minute phone call! Part showed up in the Post 5 days later.
Best non-smart on-wheel trainers on the market! Unfortunately, they have been a bit passed by others in the space, with the move to direct-drive smart trainers. We have three KK Road Machines in the house, that we have ridden the heck out of over the last 10 years. Just recently my wife changed up to Wahoo Kicker Core.
My sister had been struggling with them on a part they forgot to include for about 2 months. She ended up returning it and getting a better smart trainer.
I’d say par for the course unfortunately.
Just sharing in case it helps others: I bought a Kurt Kinetic trainer 2 weeks ago. Generally I like the trainer but it sort of broke (tightening handle came off). Nothing I can’t fix (epoxy) but really disappointed that Kurt Kinetic is simply not responding, email or phone. I would not buy another KK product and I really wanted to like them.
I don’t think you can judge anything about customer service during COVID.
We have 1 of 3 offices open. 3 workers instead of 64 right now. Things just aren’t the same.
Perhaps it’s due to the current situation.
I needed a part for a KK Road Machine unit a few years ago.
This was actually my high-water-mark for Customer Service - the amazing women, who as as pleasant as sunshine on the phone, had the part packaged and in the mail before we finished our roughly 2 minute phone call! Part showed up in the Post 5 days later.
Best non-smart on-wheel trainers on the market! Unfortunately, they have been a bit passed by others in the space, with the move to direct-drive smart trainers. We have three KK Road Machines in the house, that we have ridden the heck out of over the last 10 years. Just recently my wife changed up to Wahoo Kicker Core.
This was (almost) exactly my experience as well. everything except for the “three trainers” part.
everything except for the “three trainers” part.
I’m not sure how we ended up with three. I do know that for the last few years, it’s been good to have three as my wife has used the 3rd one as a loaner to the new triathletes that she coaches. They then get it - the advantages of having one and then they buy one of their own!
We now truly have two extra as noted, my wife just moved on to the direct drive Wahoo Kicker Core - which has been a HUGE improvement in the Zwift riding and racing experience!
It’s an unfortunate byproduct of the COVID-19 situation that we are experiencing a surge in customer-service tickets. As you can expect from Kinetic, we are doing our best to quickly resolve tickets in the order that they come into the system. As someone mentioned below who has 1 of 3 locations open, we too are struggling to staff and deliver during this period. We also have a couple of new service reps who are training right now to help with overflow. Please be aware that we’ll do our very best regardless of the backlog of tickets.
As always, the best way to get a fast resolution to a customer service ticket is by submitting it directly with a form at our admin: https://support.kurtkinetic.com/hc/en-us/requests/new
Include screen grabs if applicable, photos if needed, a complete description of the issue, name, address, phone and a receipt to take advantage of the original-owner warranty.
Stay safe and healthy out there!
David Simpson
Marketing Manager
Kinetic
It’s an unfortunate byproduct of the COVID-19 situation that we are experiencing a surge in customer-service tickets. As you can expect from Kinetic, we are doing our best to quickly resolve tickets in the order that they come into the system. As someone mentioned below who has 1 of 3 locations open, we too are struggling to staff and deliver during this period. We also have a couple of new service reps who are training right now to help with overflow. Please be aware that we’ll do our very best regardless of the backlog of tickets.
As always, the best way to get a fast resolution to a customer service ticket is by submitting it directly with a form at our admin: https://support.kurtkinetic.com/hc/en-us/requests/new
Include screen grabs if applicable, photos if needed, a complete description of the issue, name, address, phone and a receipt to take advantage of the original-owner warranty.
Stay safe and healthy out there!
David Simpson
Marketing Manager
Kinetic
Do I need to use the form if I already got an email? I responded to the email indicating a new issue I am having.
Thanks
I left multiple messages over the phone; the answering machine at KK said they would call back. No return call.
I emailed many times replying to the initial email response I got from filing the form on the website. No return for over a week. Still none.
From the other posts above it sounds like this is not typical for KK. I am thinking the best, maybe ONLY way, to get support is to do a NEW customer service form on the KK website. KK did indeed reply to my initial form! So if you still have a current outstanding issue maybe try to do the form again.
Personally, I went ahead and used epoxy so that part better not have to be replaced in the future LOL
Great news, heard back from KK today and they are taking care of me. Hopefully you all get good help. They did say they are working through 400 emails. Cheers, Hans
Heard back from them on Tuesday, did troubleshooting today. Kinetic responded within an hour and have taken care of my issue. Couldn’t ask for better service especially with everyone short handed.