The Dog Ate My SpeedCoach: Inside NK Repairs

Susie has seen it all. What shows up on her NK repair bench can be quite surprising. In her 21 years working at NK Sports assembling and repairing CoxBoxes, Susie has seen a CoxBox crushed when the trailer drove over it. She has had to diagnose what the problem is with a CoxBox that sat on the shelf of a boathouse for ten years and "no longer seems to work." Coxswains who carry the instrument by the microphone wires need the connection replaced. Coxboxes, used on saltwater but never cleaned, show up with corroded connector plates. On the other extreme, overly enthusiastic use of Nyogel results in connector holes clogged with dirt. And yes, she has seen a harness and microphone chewed by a dog.

What Goes on at NK Repairs?

Built durable, NK Sports products should not and do not need much in the way of repairs. In fact, repairs integrate into the continuous development of the rowing instruments, showing the engineers exactly where improvements are required. Repairs are valuable, providing real-life testing and feedback. It works. Over the past six years, NK Sports has seen a steady decline in the total number of repairs, with 2020 exceptional due to the pandemic.

"Quick and easy" "Great service!!!! All it was fine!!!"

But stuff happens. That's when NK's famed customer service kicks in. Besides providing customer and technical support, NK also pays close attention to customer reviews to look out for trends or FAQ that may need to be addressed.

"Worked perfectly...fast and efficient."

This means they will examine your dirty, broken, corroded and mashed gear when you send it in. They will then unglue it, pull it apart, test it and, in most cases, fix it.

"Prompt and polite service. Well-designed and reliable products."

Typically, the NK Sports repair team can turn a repair around in one or two weeks. There is a distinct seasonality in requests, driven by the rowing calendar and especially for collegiate crews with many rowing accessories. Repairs dip down in the summer, go up at the end of the season and then again before the start of the next season.

There is always an uptick ahead of a big race like Head of the Charles in October. Rowers are very attached to their SpeedCoaches in particular. Understandably, they are reluctant to part with them and want them back as soon as possible, which NK tries to accommodate, sometimes even providing a short-term loaner in special circumstances. Some customers want an old unit returned to them if it cannot be repaired - in one case, a 25-year-old StrokeCoach. Perhaps too many memories as well as strokes were recorded. Conversely, NK Sports sometimes ends up holding lots of equipment. Big clubs might send in a large box of electronics to be checked and fixed at the end of the season and then forget about them until it is a panic to have everything shipped back before rowers return to the water.

NK Sports rowing electronics are sold around the world. However, where you live can affect the repair process timing. Shipping is the challenge. Customers in the USA, Canada, UK, Europe, Australia and New Zealand can easily send to NK in Philadelphia or to a dealer. Crews and rowers elsewhere will find that shipping takes longer and is more expensive. Happily, some things can be done to facilitate the repair process or avoid repairs.

Tips for the NK Repair Process

"The more information that people can tell us, the better," says Joe Racosky, Product Support Manager at NK Sports. "We need to replicate the problem on the bench to troubleshoot our way to a solution." Details help in the diagnosis, such as how often the issue occurs, what you have tested and tried if your SpeedCoach doesn't show stroke rate, speed or split readings, or if a Blue Ocean megaphone has been exposed to heavy rain or sat for a long time in a pool of water. To repair a CoxBox, Susie needs the charger and battery – the problem is not always where you think it is.

Something as simple as remembering to include an order number or a Return Authorization Number (RAN) can speed up the NK repair process. Many people do not realize that they can put a repair on the same order as a purchase or multiple repairs on one order. Pay attention to what you send in. For example, a distracted customer once sent boots to NK Sports and their SpeedCoach to the boot factory.

"Understanding what can be repaired is also important," adds Joe. Check the extensive documentation and FAQs on NK Sports website for each product. Please familiarize yourself with the plain language warranty page. After the initial 30-day no-questions-asked warranty, rowing performance electronics are usually covered for two years. During the pandemic, that period was extended, recognizing that equipment was not in use. Very occasionally, special circumstances merit a longer warranty period. This was a pleasant surprise, for example, for clubs and individuals having trouble with the buttons on the SpeedCoach XL2.

From the top down, customer service is a priority

Ask questions. John Schneider, boatman for Oregon State University does, and does it a lot. "I have really developed a great relationship with Joe, and I am always learning from him. He has shaped my vision for the boathouse and helps me avoid problems, let alone fix them". He calls the NK repair process seamless and appreciates that the whole NK team is willing to think outside the box. John has developed his own ways of analyzing equipment problems. For example, he will play music from his phone into a CoxBox microphone listening at each speaker along the length of an eight. It works, even if his coxswains do not appreciate his musical preferences.

Maintaining and Trading In

Sometimes equipment cannot be repaired and needs to be replaced. Common examples are CoxBox microphones. The NK Sports Trade In, Trade Up program can kick in, offering between $20 and $100 discount towards replacement product. "If we can still identify it as a CoxBox we will give you $100 off a replacement, says Joe. "It is like a customer loyalty program, and it makes my job a little easier when I have to tell someone that their stuff is not repairable". Every flagship product retains trade-in value, for the duration of its existence, in whatever condition. Better yet, there is no additional charge for the assessment of the damaged equipment with the Trade-In, Trade-Up program.

Best of all is to avoid repairs through regular maintenance. Washing equipment regularly, especially if you row in salt or brackish water makes a difference. You will make Susie's life easier if you periodically check the connector plates on a CoxBox and use a cotton swab with a bit of rubbing alcohol to remove any corrosion. Checking your impeller for debris or using that cotton swab and alcohol trick could eliminate the need to send your SpeedCoach in for repairs. The Audio Maintenance Kit is a small investment at $25 with clear instructions – here's another use for cotton swabs.

Supply Chain Issues

"It's been rough" is Joe's succinct assessment of the impact on NK Sports repairs. Parts may not be in stock and hard to get, delaying the time to get your performance equipment back to you. However, NK is working behind the scenes to find new solutions wherever possible. Case in point, the SpeedCoach accelerometer became impossible to purchase. The team had to quickly identify a suitable replacement, respin the board and thoroughly test it in a short amount of time to allow for SpeedCoaches to continue with production and repairs if needed. Customers are now getting black lanyards instead of the more familiar yellow ones. "As the 2022 season ramps up, we will be working hard to sustain our standard of customer service," explains Joe. "We trust that our customers will be understanding."

Joe's Final Tips

Charge your lithium-ion batteries to full at least once every month, especially outside of the rowing season. This will extend their overall life. And don't let your dog eat your StrokeCoach. Even if NK repairs the unit, the vet bill will be very expensive.

A dog really did eat this customer's CoxBox.