XR constantly losing app connection?

  • @GreenFrog As long as they pay for the shipping, I'm ok with sending it in. Of course, that might depend on where you're located. In the future, for an "out of warranty" repair, I wouldn't mind doing things myself if they will send the part. Way cheaper than shipping a 30 lb HUGE box!

  • @someoneingermany any update on this? Change my phone to a new one (Android 8.1) and the connection is nightmare again. From Argentina it will be great to being able to send just the BT module. Beside that, I suspect you still could ride while waiting.

  • My XR has the original 4206 hardware and the Bluetooth connection has been marginal since day one. It disconnects if in my shirt pocket and sometimes disconnects if in my pants pocket. Now that FM has the Bluetooth issue fixed with 4209 hardware, I figured I would send it in before the warranty expires. They said I would have to pay shipping if nothing was found.

    So now they have it and say that Bluetooth is fine so the problem must be my phone. Which I guess is possible, but it connects fine with great range to other devices. Disappointing. So, beware of sending yours in if it's not really, really bad.

  • @gasppol yeah, here's an update.

    I've had a total nightmare with the support. It started off really well. They acknowledged the issue and was happy to have it sent in for repair. It started going downhill when we began discussing shipment options. I live in Germany at the moment and FedEx (which is the ONLY carrier they ship with) is not very prominent around here. Luckily there is a shop just over an hour away. They offered to have the FedEx shop pick up the package at my house, but then it turned out that I live too far away from the shop. Now, they are saying it's my job to drive to the FedEx shop (about 3h driving on a weekday when I work) or I can ship it myself with a local carrier (about 60 EUR).

    We've gone back and forth for weeks now, and the COO was involved as well. They are refusing to arrange shipping for me. I am now in contact with the shop I bought it from to see if they can assist in any way.

    I literally just spent 2000 EUR, received a defect product and now the company behind it (FM) is telling me I have to spend more money and time to repair it!? What kind of service is this? I just bought the product. It's brand new. This is completely unacceptable.

    So, to anyone who lives outside of America:

    Future Motion will NOT pay for your shipping if you live too far away from a FedEx shop. Regardless if it's 1h or 10h, they will not pay. Does not matter if it's within warranty or not.

    This is incredibly upsetting because I love my onewheel very much, and to see the company behind it providing service this bad is very aggravating. It's not a company I can stand behind anymore and I will not be recommending the onewheel to anyone, regardless of how my repair goes.

    And @gasppol, you will send the whole controller module of the board. Not just the Bluetooth ship. So you won't be able to ride without it.

  • @someoneingermany hopefully they can repair under warranty. otherwise you'll pay for the FedEx to US and back as well ($500)

  • @ooww should not be a matter of "if" they can repair it. The Bluetooth is definitely not working as it should. 500$ sounds a bit excessive though. I'm only sending the controller module and not the whole wheel.

  • FOR WHAT IT'S WORTH....Possible alternate fix. My 08 hardware XR, like many others, has been very bad connecting to to my iPhone since I first got it. It disconnects continually while I am riding, making it almost useless. As I have said many times, my first XR, an 06 model, has worked flawlessly from day one.

    So, recently I change my tire to a treaded Burris. Now, here is where it gets very unclear about what fixed my problem. I was very careful with removal of the Vega tire, and the wires that needed disconnecting, etc. I had heard some horror stories from a few whose boards did not work right after changing their tires. I cleaned everything as I went along. While I had the board all apart, I decided to install my brand new aluminum flight guard plates, as I was putting everything back together (previously had float plates on). The board works fine....plus... as long as I am right by the board or riding it, now my iPhone AND Apple Watch stay connected!!!! I have ridden it at least 4 times since the tire change, and it seems to be consistently working.

    I have 2 theories: 1) in disconnecting and reconnecting the cables, (which were a bit difficult to remove, but snap locked into place when reattached), I corrected a poor connection to the control board, which allowed a stronger bluetooth signal. 2) the new flight guards, from flight fins, being metal (heavy gauge aluminum) are reflecting the bluetooth signal and acting like an analog amplifier.

    I am not sure which is the case, but my guess is that number 2 is the most likely reason.

  • @someoneingermany
    i bought my xr from germany too.i am from Rome,Italy.i had the bluetooth issue from the beginning,weak connection.
    after one month i contacted FM and they aknowledged the issue and proposed the ship of all the board.
    they even created a ticket for the expedition (the cost of such expedition is about 250 eu)
    but i preferred to send only the control board.easy to disassemble.
    all the operation in about 2 weeks.now i have the new hardware control board.
    the connection now is finally stable and i can also use my smartwatch onewheel app ,very nice indeed.
    so for my experience i must give a big up to Future Motion.
    is not easy to manage a service in europe from the u.s.a.
    a compromise is necessary, i think.
    anyway i hope they will open an official service here in europe.
    this will be the perfect solution

  • @tartax Did you pay for the shipping or did they? Was it through FedEx or another carrier? Good to hear you had a good experience.

  • @someoneingermany
    i didn't pay nothing and yes,it was with fedex.

  • @tartax how far away from a FedEx store do you live? I'm guessing there is one in Rome as it's the capital?

  • @someoneingermany of course ,i live in the capital city and the courier came directly to my house.after fm created the ticket i contacted the fedex office and they arranged everything .

  • @tartax yeah, that's how it should be. Unfortunately, if you live far away from a FedEx office they are reluctant to help with shipping at all.

  • @someoneingermany "under warranty" was the operative phrase: they often find water damage and the like which precludes repair under warranty and thus transport at owner's cost. just sending the module will help a lot with shipping

  • @ooww water damage and "the like"? What else could they find that would void the warranty?

  • @someoneingermany I read about FM denying warranty because of "mechanical damage"

  • @ooww huh, interesting. I'd be surprised if they found that on the controller module.

  • I just got my XR back from FM. Bluetooth seems to be working now. They said "Hope you are well. I wanted to report that your board has completed repairs and it will be tracking towards you. The techs identified the root of the issue and replaced your board's controller circuit board under warranty and free of cost."

    Only thing is it still says version 4208! The bluetooth still says reconnecting a couple of times per ride, but it's better than before. Perhaps only a certain percentage of version 4208s are defective?

    I'm really curious if someone with a 4209 can open it up and we can see what design change they made to the printed circuit board.

    Small detail - my board's name and ID number in the app didn't change. The odometer did reset to 0 though. I'm wondering if they actually swapped it.

  • @Jackalope what hardware version did they replace yours with?

  • @wheelrich STILL WORKING! Did 10 miles this morning at Cal State. The app, both thru my iPhone and the Apple Watch is still staying connected, as long as I am within a few feet of the activated board. When I walk away it disconnects, but comes back as soon as I return.

    As I said a few weeks ago...the things I have done different, since it started working consistently, are 1) installed a Burris treaded tire, and 2) added the heavy duty aluminum float plates.

    I thot this was going to be another fluke (like when I added an OW Apple Watch complication....that didn't last), but this seems to be consistent for 3 different rides at 2 different locations. And the first location had terrible wifi.

    Again, my guess is the aluminum plates have acted as a reflector for the blue tooth signal. Just a guess. So I will not be sending in my board for the mad scientists at FM labs to tear apart, at least not yet.

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