Tacx NEO Bike Trainer
Product Identifiers
Tacx NEO Bike Plus
There is a product label near the pedals that lists serial number and the product name “Tacx NEO Bike Plus”.
Sold at Cash Sale, 99 Bikes Takapuna, Bike Brothers, cyclingclearance.co.nz, Evolution Cycles Limited, Evolution Cycles Limited Warranty, Fitness New Zealand Limited, Iride, Kiwivelo, Pedal Project, MEC Mt Eden, Mud Cycles, My Ride Levin, Papanui Cycles, Racers Edge Bike, Scotty Browns, The Bike Fix, and Warranty.
Supplier Contact
Product Support in New Zealand can be reached by phone Monday through Friday from 10:30am-7:00pm (NZ time) at 0800 427 652.
Customers can also visit https://support.garmin.com/en-NZ/
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.
Product Identifiers
Tacx NEO Bike Plus
There is a product label near the pedals that lists serial number and the product name “Tacx NEO Bike Plus”.
Sold at Cash Sale, 99 Bikes Takapuna, Bike Brothers, cyclingclearance.co.nz, Evolution Cycles Limited, Evolution Cycles Limited Warranty, Fitness New Zealand Limited, Iride, Kiwivelo, Pedal Project, MEC Mt Eden, Mud Cycles, My Ride Levin, Papanui Cycles, Racers Edge Bike, Scotty Browns, The Bike Fix, and Warranty.
Supplier Contact
Product Support in New Zealand can be reached by phone Monday through Friday from 10:30am-7:00pm (NZ time) at 0800 427 652.
Customers can also visit https://support.garmin.com/en-NZ/