[Claude3344]

Hi there,
I just set up my new Ex3 bike this week and the whole family aren’t sure if it’s resistance is actually calibrated correctly. We all expected that the ‘1’ setting would be no or very little resistance but it’s actually not that easy to pedal - with or without the iPad App, or the iPhone App.

We’ve gone through the calibration steps above, have unplugged the console wires and put them back, ensured the firmware is up to date and tried a different app (Qdomyoszwift) and the difficulty on level 1 hasn’t changed.

Is the first level typically a bit challenging if a user hasn’t been riding? If so, we’ll just have to get working out!

I have the exact same issue with my brand new Ex-5. Resistance is very high and remains the same whether you crank the knob to 32, leave it to 1, or even unplug the unit. I contacted customer support but they are helpless.

Bottom line, I repacked the bike in the box and back to Costco it goes.

 

[Claude3344]

No, no solution. The only one they proposed is the one you just mentionned, and I suspect it is the procedure they use for knob problems, which doesn’t seem to be the issue here.
I don’t know if you experience the same thing, but when I turn the resistance knob, the display shows an increase or a decrease that jibe with the direction I’m turning the knob. At the same time, I hear a sound coming from the back, around the flywheel. But the tension always remains the same, always very difficult.

This suggests that the l knob is ok and the pbm would be more with the magnets or the flywheel itself.

I contacted them through the live chat, instead of by phone meaning there’s a chance I was interacting with a bot instead of a real person. That could explain why they were so useless.

If you contact them by phone, perhaps you could refer to my ticket #, so they could bind the two together. My ticket is 780849.
I’m pretty much done with Echelon (the bike is dissasembled and back in the box), but if they solve your (our) pbm before the end of the week, let me know. I could give it a try if UPS hasn’t picked the box.

 

[Claude3344]

I opted for an exchange finally, so I still have an EX-5. I don’t regret it so far, it’s an excellent bike.

As for the return process, it was beyond expectations. I submitted the form on a Monday and the new bike arrived 2 days later ! They shipped the new one first and picked up the first one the week after.