Navigation

Sigma Sports ROX 9 Heart rate and other on going issues

Following the initial return of my Sigma Sports ROX 9 bike computer to Bike24.com it still does not function correctly on a consistent basis.  On December 11, 2009 I reported the following issues to Sigma Sports and Bike24.com.

  1. UPDATE – NEW PROBLEM DISCOVERED– April 23, 2010 – With winter closing in my Fenix L2D light has come back into play and with it I have discovered a new issue with the Sigma ROX 9. It seems that the Fenix L2D when switched on interferes with the heart rate and cadence signal. If I am lucky both will work, but frequently only one works and sometimes both just drop out. This is an intermittent fault and even moving the light under the bars has not helped much all. Yet another frustration with the unit. Time I think to consider a Garmin Edge 500.
  2. UNRESOLVED – Intermittent recording of my heart rate. The replacement heart rate strap works better than the original one, but still not consistently;
  3. UNRESOLVED – Time and date shown on the computer does not correspond to the time and date recorded for the ride in the Sigma Data Centre memory log. I am using the latest software as suggested by Sigma Sports.
  4. RESOLVED – Not distinguishing between Bike I and Bike II. Now resolved. The Bike II speed sensor needed to be configured for Bike II.
  5. FIXED BY ME – Cadence sensor fell apart. I fixed this myself by gluing the mount back on to the sensor.

In light of last response from Scott Huang and inconvenience of returning ROX 9 a second time I have decided to hold off returning the unit at this point in time as the issue with the heart rate, while frustrating is not stopping me using the unit. I will wait until the unit is nearly out of warranty in case further issues arise before sending it to Taiwan.  I advised Scott Huang of Sigma Sports Asia of this decision on December 31, 2009.

The history of my correspondence to date with Sigma Sports and Bike24.com (they have never responded to any of the emails sent since they returned the computer with a new heart rate monitor strap) is posted below.

My December 22, 2009 email sent to info@sigmasports.com bounced; no response was received from the Managing Director of Sigma Sports nor from Bike24.com. I have only been able to correspond with Scott Huang at Sigma Sports Asia.

 

CORRESPONDENCE WTIH SIGMA SPORTS

 

Received this response on December 22, 2009 from Scott Huang Sigma Sports Asia

Dear Sir,

Once again, we are sorry for our products failed your expectation and sorry to inform you we cannot follow your option.

First, please allow me to clarify.

Bike24.net is a dealer to Sigma Sport and also responsible for customer service. That’s the reason they arrange the exchange for you.  I will offer necessary technical support.

Second, we are sorry for the ROX in your hand. However, we cannot tell the claim is caused by defect or personal usage until we tested it.

For your cadence, I thought the damage was caused by wrong installation. It seems the distance is too close between cadence magnet and cadence transmitter. Close distance between both of them will cause the cadence to 180. The best distance between cadence magnet and cadence transmitter is 5mm~10mm. Perhaps the cadence transmitter was not assembled properly and it will move little by litter without causing your attention. While the cadence transmitter moved, your crank hit the transmitter and broke the transmitter. I am not sure of this until my further test.

For the chest belt, please follow my suggestion to test. Again, I cannot tell it is defective or personal usage problem. It would be great if you could return to for my test.

For the synchronization, it should not happen. Please check if you have upgraded the Data Center to 1.1B as mentioned when Data Center begins.
For above matters, I cannot make sure until I test it. Sometimes, we also found the so-called defect is actually a good one. Our customers will find it work properly after they followed my suggestion.

I am so sorry to hear your 2nd option. However, it could be the last thing you could do if you decide not to send me the complete ROX 9.0 to test. For your information, you will pay the freight to Taiwan. To save the cost, your ROX could be sent by registered parcel. The return cost will be at ours. I will check and make sure everything is fine before I send you back. If you already made up your mind to exchange, please contact bike24.net.

 

I replied on December 22,2009 after further testing of the unit as advised (cc info@bike24.net, service@sigmasports.com, huang@sigmasport.cn, julia@sigmasport.cn, frank.sirringhaus@sigmasport.com (Managing Director, Sigma Sports), info@sigmasports.com  )

Dear Scott

Thank your for your reply, regretfully I find it quite disappointing. 

Please let me remind you of a  few facts about the purchase and totally unacceptable “performance” of my Sigma Sports ROX 9, which has NOT, I repeat NOT functioned correctly since I first received it. 

(1) The unit was received by myself on October 8, 2009;
(2) It was returned to Bike24.net/Sigma Sports Germany on October 23, 2009 at a personal cost of AU$11.00;
(3) I received on December 4, 2009  the original unit back along with a new mounting block and a new HRM strap. No further explanation or apology for the inconvenience caused.
(4) The unit as already explained still does not work correctly, DESPITE SENDING it back to Bike24.net/Sigma Sports to have the problem solved.  I have also tried riding over the last few days with the heart strap in various positions as advised with no significant improvement in functionality.
(5) Sigma Sports customer service, despite claims otherwise has been disappointing with emails being ignored.  This in contrast to the claims made on your company website.

Scott I purchased this product in good faith at a cost of ~EU$200.00 expecting to receive a properly functioning unit, more so given the problems I have experienced are are known problems and hence should have been sorted by Sigma Sports BEFORE selling the product (check the web for other users experiences).  I have returned the product once already to have it fixed, it wasn’t. 

At this point in time:

(a) It continues to intermittently capture heart rate data, that is when it captures it all (you can see this from the logs);
(b) It fails to report the correct date and time for rides despite the date and time being set correctly on the unit and the computer (synchronisation);
(c) Incorrectly records maximum cadence more often than not. I don’t pedal at 180 rpm.

Furthermore, the cadence sensor came apart as previously reported.

Finally Scott I do not consider your request to send the unit back AGAIN as being acceptable.  I purchased this product in good faith, I have returned it once in good faith and on both occasions Sigma Sports has failed to provide a functioning product.

As I see we have two options:

(1) Sigma Sports sends to me immediately a properly tested (not just turned on either but actually tested over a a period of time) Sigma Sports ROX 9 that actually works, i.e., ALL functions work correctly. Upon receipt of this unit I will return my unit at Sigma Sports expense.  I consider it unacceptable to have to go without at least a semi-functioning unit whilst Sigma Sports fixes what is a problem of their own doing; OR
(2) I return the unit, bicycle II kit and all other components and manuals to Bike24.net for a FULL refund including postage costs and replace with a competitors product.

Please advise within two working days which option is acceptable.

Regards
Andrew Priest

 

 

Received this Reply from Sigma Sports Asia on December 15, 2009 (no response was received from Bike24.net)

Dear Sir,

In the beginning, thanks for purchasing Sigma product and I am sorry to cause you trouble.

If you purchased your ROX 9.0 locally, please contact our agent in Australia.

If you purchased outside Australia, I will be in charge to offer you after sales service.

I cannot make sure if the chest belt is malfunction or not. Please follow my suggestion to test.

Before you wear the chest belt to test heart rate function, you have to put some water on it so the sensor could work properly. I also recommend to wear the chest belt close to your stomach.

The chest belt senses the pulse and then transfers the information into figures to check. It is not necessary to wear the chest belt close to your heart. If your ROX 9.0 did not receive any signal from the chest belt, please take out the ROX 9.0 and install it to the bracket again, the ROX should receive the signal.

To switch Bike 1 and Bike 2, all you need to do is to press a button on the back of the speed transmitter. While you press the button, it shows green. It means the speed transmitter was under bike 1. If you want to change it to bike 2, please press the button for 10 seconds. Then the light will change from green to red. That means the speed transmitter was under bike 2. You may check the circle showed I or II next to the speed on the computer. For I inside a circle, it is for bike 1. For II inside a circle, it is for bike 2. The RO will automatically recognize bike 1 and bike 2 if set up correctly. I think it is quite easy to understand.

For the cadence transmitter, it is better not to remove after installed. It seems I need to check if it is defective or abuse.

If the chest belt is still not working, please send whole set to Taiwan for me to test.

Once received, I will test soonest possible.

To : Sigma Sport Asia

Att : Scott Huang

Add : 10, NO 190, Zhonggong 2nd RD., Taichung. Taiwan.

Post code : 407

Tel 886-4-235803070

You could contact bike24.com for after sales service if you prefer.

Thanks for attention.

With Best Regards,

Scott Huang

Sigma Sport Asia

Email : scott@sigmasport.cn

 

Sent December 11, 2009 to Sigma Sports and Bike24.com

Dear Sigma Sports

My disappointment with the Sigma ROX 9 that I ordered from Bike 24.com on September 19, 2009 continues.  Since receiving the ROX 9 initially on October 8, I have had approximately two weeks use of it, during which it has not worked correctly.

I received the computer back on December 4, 2009 with a replacement heart rate strap and a new mounting bracket. However I am unclear as to whether this is a Bike 1 or Bike 2 bracket.  Can this be clarified please?

As noted in my blog posting at http://www.aushiker.com/2009/12/sigma-sport-rox-9-0-bike-computer-owner-review I am continuing to have issues with the heart rate strap and have discovered a new issue with the Bike 1 and Bike 2 brackets and have had a cadence sensor separate from the mounting bracket. The issues are as follows:

Heart Rate Strap

My experience with the new heart rate strap is as follows:

The new strap works most of the time. It is slow to synchronise (can take up to two minutes) and does at times “disconnect”.  That is my displayed heart-rate drops to 0%. Sometimes it will come back quickly, other times I have had to remove the computer from the bracket then remount it to force a new synchronisation.  This problem appears more prevalent on my Joondalup – Churchlands commute along the freeway which also includes riding near an electric railway line. There is one point near the Greenwood Railway Station which seems to kick out the signal. No other signals are disrupted (cadence and speed continue to work fine) and I haven’t noticed any spikes in recorded heart rate; just a lost of signal at this point. It can take a few disconnect/reconnects to the bracket to get the heart rate strap synchronised again. On other routes I noted the previously reported lost of signal but it comes back quickly.

Bike 1 and Bike 2 Brackets

When the ROX 9 is mounted on either bike, it shows as being “Bike 1” despite a Bike 2 kit being fitted to the Surly Long Haul Trucker and the computer is programmed with two different wheel sizes (700X23C 2133 and 700x28C 2149).  Shouldn’t it be showing Bike 2 with the Bike 2 kit?

Cadence Sensor

Whilst cleaning my Look 555, the cadence sensor just fell apart. I know I didn’t give it a wack or anything of that nature and at most would have run a cleaning brush over it.  The sensor itself “locks” into the mounting bracket, the male part of the lock is probably 2 mm in depth, which suggests little leverage for a good connection.  Rather than send this back to Bike24.com I have super glued the parts back together and will see how it holds, however, I am disappointed that it fell apart like this.

Given the lengthily delays with sending the computer back to Germany, having it looked at and then sent back to me (this took approximately six weeks), I am reluctant to go without what is a reasonably functioning ROX 9, BUT I want a properly function computer, as that is what I paid for.

Therefore can you please advise what needs to be done to get a proper functioning heart rate reading; a Bike 1 and a Bike 2 reading and a replacement sensor.  I am more than happy to send any components back, however, I MUST now INSIST that replacement parts are provided first to avoid a continued lost of use.
Please advise within two working days.

8 Responses to Sigma Sports ROX 9 Heart rate and other on going issues

  1. Bob Grant February 27, 2010 at 3:30 PM #

    As a ROX 9.0 owner for over a year and 10,000+ km, I believe that Sigma makes a terrific device; however, mastering all the features and learning the little design quirks takes considerable time. But once you can move swiftly through the many menus and resolve your setup issues, you should start enjoying your ROX 9.0. Here are some comments specific to your situation:

    1) Ensure the heart rate chest strap battery is good. Check this by connecting the computer to your PC and launching Sigma Data Center. You’ll note a check battery status option.

    2) Ensure that the strap is moistened before use. A cream is available for individuals having trouble transmitting with HRM chest straps. After putting on the strap, ensure that the mating tabs are completely flush on both sides.

    3) Understand that you have a triple wireless system. It’s complicated. The signal is subject to EMI, interference from strong electromagnetic sources. You can mitigate this with fresh batteries, short transmitter/receiver distances, and reduced exposure to EMI sources. MyMagicshine bike light will interrupt the Sigma signal as battery current increases to maintain wattage with decreasing voltage . Usually the cadence transimission stops, but sometimes I lose heart rate, and even speed if the transmitter is too low on the fork.

    4) Whenever you have a problem immediately reset the ROX 9.0 by twisting off and twisting back on. If this does not remedy your problem, then try to shorten transmitter/receiver distance and avoid EMI.

    5) If you are sure that none of this applies to your situation, then you probably do have a defective device. Sigma customer service is hit or miss here in the USA. They answer emails, but not all of them. Good luck.

    Bob

  2. Bob Grant February 27, 2010 at 11:30 PM #

    As a ROX 9.0 owner for over a year and 10,000+ km, I believe that Sigma makes a terrific device; however, mastering all the features and learning the little design quirks takes considerable time. But once you can move swiftly through the many menus and resolve your setup issues, you should start enjoying your ROX 9.0. Here are some comments specific to your situation:

    1) Ensure the heart rate chest strap battery is good. Check this by connecting the computer to your PC and launching Sigma Data Center. You’ll note a check battery status option.

    2) Ensure that the strap is moistened before use. A cream is available for individuals having trouble transmitting with HRM chest straps. After putting on the strap, ensure that the mating tabs are completely flush on both sides.

    3) Understand that you have a triple wireless system. It’s complicated. The signal is subject to EMI, interference from strong electromagnetic sources. You can mitigate this with fresh batteries, short transmitter/receiver distances, and reduced exposure to EMI sources. MyMagicshine bike light will interrupt the Sigma signal as battery current increases to maintain wattage with decreasing voltage . Usually the cadence transimission stops, but sometimes I lose heart rate, and even speed if the transmitter is too low on the fork.

    4) Whenever you have a problem immediately reset the ROX 9.0 by twisting off and twisting back on. If this does not remedy your problem, then try to shorten transmitter/receiver distance and avoid EMI.

    5) If you are sure that none of this applies to your situation, then you probably do have a defective device. Sigma customer service is hit or miss here in the USA. They answer emails, but not all of them. Good luck.

    Bob

  3. Daniel Van Buggenhout March 1, 2010 at 12:52 PM #

    I have the same problems with my ROX9.0
    (a) intermittently capture of heart rate data, at certain time it stopped completely, ROX returned to dealer in the Netherlands 2 x… fixed by SIGMA in germany ??? still no hart rate for the moment, purchase of second chest strap did not solve this problem… give up
    (b) It fails to report the correct date and time also, but only for the memory part in the software ? strange as the “LOG” section is OK
    (c) Lost the cadence sensor, came apart and completely lost it during a trip

  4. Daniel Van Buggenhout March 1, 2010 at 8:52 PM #

    I have the same problems with my ROX9.0
    (a) intermittently capture of heart rate data, at certain time it stopped completely, ROX returned to dealer in the Netherlands 2 x… fixed by SIGMA in germany ??? still no hart rate for the moment, purchase of second chest strap did not solve this problem… give up
    (b) It fails to report the correct date and time also, but only for the memory part in the software ? strange as the “LOG” section is OK
    (c) Lost the cadence sensor, came apart and completely lost it during a trip

  5. Craig May 4, 2012 at 6:36 AM #

    I was searching for some insights to sporadic Sigma Rox HRM readings and found your site. Did Sigma ever fix the issues you experienced?

    Stay upright,

    Craig

    • Aushiker May 4, 2012 at 8:27 PM #

      Sorry to hear you are having issues with your Sigma Rox as well. I decided in the end to not bother sending it back to Korea at my expense as I had no faith in their ability to resolve the issues. Moved on to a slightly more reliable Garmin Edge 800 and will never go back to a Sigma Sports product again.

      All the best resolving your issues.

Trackbacks/Pingbacks

  1. Sigma Sport ROX 9.0 Bike Computer Owner Review | Aushiker: Bicycling & Hiking in Western Australia - December 31, 2009

    […] The continuing saga of my customer experience with Sigma is now the subject of a new blog posting. […]

  2. Bacchetta Giro 20 ATT - 2008 - An Owner's Review - May 11, 2014

    […] sensor (Model No. 20502) as part of their ROX 10.0 model.  Whilst my pass experience with the ROX 9.0 had me sworn off Sigma Sports products I relented and purchased a pair of sensors from Bike24 in Germany. I am yet to see how they perform […]

Please share your thoughts ...

%d bloggers like this: