Hey everyone, is anyone else experiencing RPM dropouts with the JetBlack Victory trainer and TrainerDay app (version 5.1.0)?
The cadence sensor is probably disconnecting on your end. On my Garmin Edge computer, where I record workouts on the Elite Justo, the same thing happens, but with the power graph. I stopped worrying about it since it doesn’t affect the data later on.
1 Like
We have JB Volt and no issues.
Glad to hear someone has gotten their JBV. I’m still waiting. I’m in AZ, US. So I think it should’ve been here by now according to their emails.
I’m wondering if anyone else who got a Jet Black Victory has had any issues? Mine worked great for 10 months, then several weeks ago it just had no resistance. I contacted support through the app and a guy named Murray responded very rapidly. Murray was awesome. I assume maybe he’s in Australia but not sure. If you are not in the USA, you I expect you might have a better experience than I have.
We exchanged several emails to diagnose the problem and in a matter of 2 days we had it figured out. Since I’m in the USA, he forwarded me onto Jet Black USA support. This is where things fell apart. 
It’s been nearly 3 weeks and I’m still not getting anywhere. I’ve had to send 2 emails for every 1 I’ve gotten back. I’ve been following up 3-5 days later after no response.
They say they’ll fix it, I have to send it in. Ok, fine. They asked if I still had the box it came in? Uh, no. It’s been 10 months. They offered to replace mine with a refurbished trainer so I could send mine back in their box. Is it weird that I’d rather not get someone else’s broken trainer, but rather get my own back? They wouldn’t really respond to my question of them sending me the refurb to use while mine is repaired or even just a box and finally settled on me packing it up the best I could and they’d provide a shipping label once I provide the dimensions and weight.
That will be a week ago last Thursday. No reply Thursday, no reply Friday. No reply Monday. I have little faith in Jet Black USA customer support at this point.
Black Friday sales are happening in the USA already and I’m going with the competition.
Sorry about your problems. I can make guesses here. Murray is the main guy at JB… I have worked with him and he seems like a good guy but really I have no idea what happens at JB. I do know that even Wahoo replaces bad trainers with refurbished ones at times and it may be difficult for them to repair and get it back to you. I am not trying to justify anything just share my experience.
I can tell you that I always try to respond to people quickly and help them ASAP but even I, who loves to be Mr Customer support slow down if the email chain gets too difficult and too long. Being the guy that wears many hats, I am sure he has a long list of things to work on. Again not justification, and obviously he is not handling it well. I am just saying my dealings with him I liked him.
Oh I misunderstood. You are saying Murray was great and USA support is bad. I can forward this to him.
Oh Murray has been great! Very responsive. Its the customer service here in the USA that is lacking.
And Alex, you’ve been great as well. I’m so surprised just how much you engage here given that you’re at the top of this pyramid.
As for my trainer, he diagnosed it as the speed sensor. I asked USA support if it was a plug and play part that I could do myself or if it was soldered to a board. She said it was not soldered but hard to fish through the trainer. While I think I could do it, since sometimes its not just that part I figured I’d agree to send it in and let the experts handle it.
1 Like
Hi @LunethG!
I sent you a DM with information to expedite your request. Please review when you can.
Jetblack Support Team
1 Like