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Discontinue Use of the External Power Supply

Nukulukuhugulu
4 months ago

Hello Garmin. 

After the warning for the neo bike plus I am very excited to know, what further notice will be. And when. 

Hope we will get an answer soon! And of course a new external power supply, too. Bike costs 3,5 grand. That's not funny. 

Just my two cents 

Nico 

Discontinue Use of the External Power Supply

1. Disconnect the external power supply from the trainer and the wall outlet.
2. Do not use the external power supply until further notice.

  • 0 3 months ago in reply to 7122567

    They definitely aren't handling very well...still no solution.

  • 0 3 months ago in reply to 5830693

    Sure feels like it. I e-mailed them the day we got the notice...it took forever to get a "response," and that response didn't really say anything other than "we are working on it." The lack of communication is as bad as the issue. Such a disappointing experience.

  • 0 3 months ago in reply to 5830693

    It is an internal power board issue. The 5.1 firmware reduces it but you have to keep not using the External Power Supply to ensure you don't do further damage to the bike internals it would appear. Found this on a New Zealand Product Recall website:

    The Hazard!

    Tacx has been investigating a potential issue with the Tacx NEO Bike Plus that involves overheating of a power supply electric board located inside the housing of the bike (the “Power Supply Board”) under certain circumstances, that could present a potential fire risk - of the nearly 4500 units sold to customers worldwide, Tacx has received just two reports from customers that appear to be linked to this potential issue. 

    Tacx has been diligently investigating this potential issue and has discovered that a number of conditions must be in place for the potential issue to occur - the investigation is ongoing.

    In certain circumstances, internal components of the Power Supply Board may malfunction and lead to a thermal event, which could involve the generation of smoke and/or a small, localized flame - Tacx has not received any reports of physical injuries associated with the potential issue.

    What to do...

    Tacx has developed a solution for fielded units - on Monday, July 15, 2024, Tacx made available to the field new software for the bike that significantly reduces the risk of occurrence of scenarios that could cause the overheating of the Power Supply Board (the “Software Update”).

    The Software Update monitors the power supply for an abnormal state, and, if such a condition is detected, then the Software Update will cause the bike to enter standalone mode, meaning that external power would no longer be applied to the bike, even if the bike is connected to external power.

    As a result, the power supply board/resistor would not have an opportunity to overheat - based on the testing that Tacx has conducted, once the Software Update has been implemented, the risk is fully mitigated in the field when the bike’s power supply is disconnected, and users operate the bike in standalone mode.

    In conjunction with the release of the Software Update, Tacx will also distribute communications directly to end-customers and retailers/distributors, and the customer communication instructs customers how to download and install the Software Update and also directs them to use the bike in standalone mode until Tacx provides further
    information.

    Tacx is confident that it can directly contact the vast majority of bike end customers by leveraging its warranty registration records and records available through the Tacx App, the bike’s companion smartphone application - the retailer/distributor communication will instruct retailers/distributors to stop selling the bikes in their possession and to await further instructions from Tacx concerning their inventory.

    No further bikes will be imported into New Zealand with this potential issue, and Tacx believes the Software Update will be more effective and will have a higher adoption rate than a physical recall.

    Customers will be able to download the Software Update as it is a straightforward process that will not be difficult for applicable customers to download.

  • 0 3 months ago

    It’s obvious that Garmin are going to  leave that as their “fix” and they’ll just hope that people don’t return them. The device is much less pleasant to use now. Highly disappointing. 

  • 0 3 months ago in reply to 5830693

    Sure feels that way. The silence is so frustrating. 

  • 0 3 months ago in reply to 7122567

    I gave it a week after finding about this and then ordered the competitor product. It's the lack of open communication and significantly higher price which sealed the deal. 

  • 0 3 months ago in reply to 7122567

    Good move. Incredibly disappointed with garmin. I use their entire platform. Was going to buy the 1050…went wahoo. 

  • +1 3 months ago

    Hi Everyone – Please be assured that we are still hard at work and committed to providing a complete solution to this issue.  We appreciate your patience as we work through those details and understand that the loss of USB charging and downhill drive can be frustrating.  Once a solution is available, we plan to send another communication to all affected customers.

  • 0 3 months ago in reply to Garmin-Patrick

    Thank you Patrick. Appreciate the update and looking forward to having the issue resolved!