Disc clicks and pedaling is not working at all

Chris over 3 years ago

I have received my Neo2t today but it‘s not working (or I am too stupid to set it up properly).

I did removed the bike and cassette already to isolate the issue but it seems that the disc is having some problem.

Does someone exerienced the same or has an Idea what I could do?

Here is a video of the behavior: https://streamable.com/carq6l

Top Replies

Tacx-Hilko over 3 years ago +2 verified

Hi Chris, We are very sorry to see that, and the main issue is in the wiring of the engine. We are not sure why this new unit you received has this straight out of the box but it needs to be replaced. Did…
Chris over 3 years ago in reply to Tacx-Hilko +2

Hi Hilko, so after some back and forth texting with the German Garmin Support they are finally sending me a new resistance unit.

Is there a tutorial to replace the unit? I expect the shipping/unit will come…

All Replies

+1 Tacx-Hilko over 3 years ago

Hi Chris, We are very sorry to see that, and the main issue is in the wiring of the engine. We are not sure why this new unit you received has this straight out of the box but it needs to be replaced. Did you contact Garmin for this (if so and they advised you different then please send us your case number so we can correct this for you) . Again apology for this.

0 Chris over 3 years ago in reply to Tacx-Hilko

Hi Hilko, so after some back and forth texting with the German Garmin Support they are finally sending me a new resistance unit.

Is there a tutorial to replace the unit? I expect the shipping/unit will come w/o any documents how to replace it?

0 Xander over 3 years ago

I’ve got the same issue!!

0 Tacx-Hilko over 3 years ago in reply to Chris

It is the same unit that you have so only the cassette body needs to be replaced

0 Tacx-Hilko over 3 years ago in reply to Xander

Please contact your local garmin support with the product description so we can assist you correctly on this

0 Chris over 3 years ago in reply to Tacx-Hilko

Perfect. It was the whole unit/body. I expected to receive a single part which I need replace myself. The new unit seems to work. At least for 15 Minutes. Going to check for another 30-60 Minutes ride today.

0 Tacx-Hilko over 3 years ago in reply to Chris

Great to hear that Chris. Indeed whole unit part:)

0 markreeve1 over 3 years ago

I have logged the same problem and am awaiting a reply

mark r

0 GeorgeHotopan over 3 years ago in reply to Chris

Hi Chris,

I am having the same issue with my Neo Smart with disc noise and choppy pedalling. I am also located in Germany.

Garmin Germany agreed to replace the resistance unit with a Neo 2 resistance unit. I had however to send the complete Neo unit (without accessories) to them.

So I am now awaiting for it to return. As I have the Neo 1, they are replacing the resistance unit with the Neo2, so I guess I will get back my old frame(with Neo2 resistance unit hopefully having already the latest firmware), not the blue one...but I am fine with that. I just hope it will work this time for more than 2 years...

Looking forward to hear how the new resistance unit behaves, to make an estimation of the service done by Garmin Germany.

George.

0 evelazquezcaraza over 3 years ago

Hi, I`m in Mexico, Received my unit yesterday and the unit does exactly the same, I contacted TACX support and told me that never had heard of it and couldn´t help me. Completely disappointed. Not well trained support person. Told me to call back on monday or call the bike store and take off the cassette. I told him that the cassette was ok and the noise was in the inside of the unit. very expensive toy to have this kind of issues