How to contact the technical service?

[surrfero]

Hello

For a couple of weeks I have been noticing how every time I connect my DIRETO XR trainer it makes a strange noise, as if two metal pieces were rubbing together.
This noise remains during training when I develop a low power, around 80-100W.
This noise is increasingly annoying and I would like to know how to solve this problem.
I am attaching a link to youtube where you can see a video of the type of noise it makes when plugged in.

https://youtu.be/Czj4AWhCLBo

I've been trying to contact support for over a week to see if they can help me with this problem. Every time I try to send a ticket the system returns this message:

Ticketing service seems to be unavailable at the moment. We apologize for the inconvenience.

[Elite Admin S]

Hi

It is necessary to add some grease to the motor screw:
https://elitesrl.zendesk.com/hc/en-us/a ... ew-thread-

I also checked the support land page and it is working:
https://support.elite-it.com/en/ticket

But if you have any problem, you can also write to this address:
info@elite-it.com

[surrfero]

It is probably necessary to add some grease to the motor screw:
https://elitesrl.zendesk.com/hc/en-us/a ... ew-thread-

In this article, the first thing I come across is a warning that I lose my warranty if I don't have the authorization to handle the roller from customer service.

I also checked the support land page and it is working:
https://support.elite-it.com/en/ticket

The website works but the service doesn't. When I fill out the form and want to send it, a message appears indicating that the service is not available.



How am I going to get authorization if I can't even contact customer service?

[Elite Admin S]

This is strange.
May I ask you in which country you live exactly?

In the meanwhile, contact the support using this mail address:
info@elite-it.com

Regards

[surrfero]

May I ask you in which country you live exactly?

I live in Spain

[Elite Admin S]

So, that's not the cause.
If you try using a different device/pc, do you have the same problem?
And what happens If you use a different connection?

Regards

[surrfero]

So, that's not the cause.
If you try using a different device/pc, do you have the same problem?
And what happens If you use a different connection?

I have tried from three web browsers: Firefox, Chrome and Edge.
Also, I have tried it from my smarphone with chrome.
I have tried it from the office from my work computer with another connection with chrome and edge.
In none of the cases has it been possible to send the ticket.

[beatrice]

So, that's not the cause.
If you try using a different device/pc, do you have the same problem?
And what happens If you use a different connection?

I have tried from three web browsers: Firefox, Chrome and Edge.
Also, I have tried it from my smarphone with chrome.
I have tried it from the office from my work computer with another connection with chrome and edge.
In none of the cases has it been possible to send the ticket.

This would never happend on almost any IT company, it would usually be about computers and Client Machines issues, servers, etc.