Brand New PowerPod V3 From Probikekit Button Stuck

[saadmufti]

Hi,

Is this is a known common problem with some batch of PowerPod's. Is there a remedy short of returning/exchanging? Probikekit wanted me to get in touch with Velocomp first to see if this is something that can be fixed without returning. In my case the software installed fine on my Mac (though VERY convoluted installation procedure) and the devicer and its settings can be seen and changed fine when plugged in, but pressing the button makes it feel like there is no button at all, there is no give in the button to indicate any button push is being registered and no response from the device.

I sent an e-mail to technicalsupport@velocomp.com yesterday but have received no response.

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Saad

[Velocomp]

Please check your spam folder. There is a 99.9% chance Tom's response is in that folder.

[saadmufti]

I sent the tech support question yesterday, don't see anything yet in Spam or main folder. Will keep monitoring. Thanks.

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Saad

[spangelsaregreat]

Had the same issue with my first PP V3 also bought from Probike kit. Tell them you want a replacement item and return it.

[saadmufti]

Thx, that sounds like the way to go then. I will ask them.

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Saad

[Velocomp]

Thx, that sounds like the way to go then. I will ask them.

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Saad

Please email tgore@velocomp.com. There may be a very easy workaround that won't require any product return.

[saadmufti]

Yes, just got an e-mail from Velocomp tech support with an attached video with a suggested five minute procedure to fix without needing to return. I am more than willing to try but have an outstanding question to probikekit.com customer support asking whether, IF it doesn't work, it would void my ability to return/exchange.

Thanks.

[spangelsaregreat]

If you are in the UK you are perfectly entitled to a direct replacement, let the company sort out the issue unless it is a pain to return. You can even just buy a new one from them to speed up the turnaround. That is what I did and they refunded the faulty unit when it was returned.

[Velocomp]

Yes, just got an e-mail from Velocomp tech support with an attached video with a suggested five minute procedure to fix without needing to return. I am more than willing to try but have an outstanding question to probikekit.com customer support asking whether, IF it doesn't work, it would void my ability to return/exchange.

Thanks.

Our goal is to take care of problems as quickly and easily as possible. The workaround is super-simple but if you don't want to try it we understand. If you do try it and something goes wrong then we, Velocomp, will certainly will replace your unit under warranty.

[saadmufti]

The procedure was actually super simple, and the button is now working fine, woohoo. I confirmed first with probikekit and they said IF the procedure were to not work they would honor the warranty as the procedure was suggested by the manufacturer. Anyway glad to say doesn't look like that should be needed. I'll do a calibration ride tomorrow. I'm in the USA and relieved to know don't have to play the return and wait for replacement game.

One more question about settings in the profile for my bike that I set up in Isaac software. How important are those? I'm setting this up on a hybrid bike for mixed road/gravel riding and my 700x40c tires were not an option in the dropdown. Likewise in the surface type selection there was no option for gravel, so I chose rough asphalt.

Do those settings matter a lot? I'll be doing a mixture of road and gravel anyway, so it is not any one surface type. And the calibration will be on a concrete paved trail to avoid interruptions due to traffic etc.

Cheers.