PLAYTRI SERVICE FAQ
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Ironman Frequently Asked Questions
Please bring the ORANGE IRONMAN CLAIM TICKET WITH YOUR BIB NUMBER ON IT for the service to begin. We will not be able to serve you without receiving the ORANGE IRONMAN CLAIM TICKET.
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Q. I booked a Service/Rental, but don’t see any confirmation for it?
A. Once the reservation or purchase has been made, you will receive an immediate purchase confirmation from RunSignUp. This confirms your reservation was placed and will show up on our side of things. We will send out our pre-race information email 1-2 weeks before the event with more details for your rental or service booked.
Q. Where do I bring my bike for service when I get to the expo? A. Our Playtri tent will be located inside the Ironman Athlete Expo Village. Look for our blue Playtri flags. Come to the service side to get checked in with our service writer.
Q. How long will it take to put my bike together? A. Once we get the bike with a tech, times can vary. Every bike is different and will require different assembly and care. Depending on the bike box or bike bag used and how much of the bike is disassembled, reassembling a bike can take anywhere from 20min to couple hours.
Q. How will I know when my bike is ready? A. Our techs will send you a text message through our service system letting you know. Make sure to leave us with the best possible number to get ahold of you about your bike.
Q. Do I need an appointment to receive service from Playtri? A. No, appointments are not required to receive service from our techs. However, pre-booking service can help drastically reduce wait times and help save you some money. Pre-booked services close the Sunday of race week. Once online services close for the event, all services will be considered walk-ins/walk-ups and will go into the general service que.
Q. What if there is something wrong with my bike? How will the tech get in touch with me? A. Depending on what is wrong with your bike, our techs might send you a message through our service system or call the number on file to discuss the issue and options to fix it.
Q. Can I schedule a day and time to bring in my bike for service? A. This is not necessary. All pre-booked services go to the front of the service line once checked in with our service writer. You are free to bring us your bike when it works best for you as long as it is within the posted IRONMAN VILLAGE times. IRONMAN VILLAGE HOURS can be verified on IRONMAN’S WEBSITE for your race. We DO NOT offer any bike services outside of IRONMAN VILLAGE HOURS.
Q. When will I be able to pick up my bike from Playtri at the event? A. All bikes brought to us are completed and available for pick up same day they are brought in. In rare cases, we will work on bike after expo hours, but the bike won’t be ready for pick up until first thing next day.
Q. If I purchased one of your Bike Build or Bike Build and Pack service does that include a tune up? or Should I get the Race Ready Tune Up as well? A. It is always recommended to get a tune up after travelling because things get pushed on and shifted during transit. Even in the best bike cases out there we have seen bikes needing tune ups because something was pushed out of alignment. When our techs put your bike together, they will make sure it is safe to ride on and operable. However, if the derailleurs are out of alignment and causing gears to skip or jump or for electronic shifters not shifting, to adjust those would be additional costs. If your wheels spin freely when put on the bike, but the disc brakes or rim brake are rubbing to adjust those would be an additional cost.
Q. How does the Full Flight/Build and Pack Service work?
A. No appointment is necessary to receive service at our tent, but it can help drastically reduce wait times and saves you money. Prebooked appointments go to the front of the service queue but need to be booked by Sunday night week of expo.
First, you will need to check in with our Service writer and leave us with one of the ORANGE CLAIM TICKETS. These ORANGE CLAIM TICKETS can be found in your ATHLETE PACKET you get during ATHLETE CHECK IN. We will not be able to provide any service until we have this. We will place an identifying marker on your bike box/bag with your name, Bib #, what bike is inside, and phone number. Then, we will build the bike, text you once it is ready, and we will hang onto the bike box or bike bag for you until race day. Once the bike is built, you will need to come pick it up. We are unable to hold onto any bikes until bike check in day. Bikes are built and ready same day.
On Race Day, when you come in from the bike course and rack the bike in transition and head for the run, our mechanics will go and retrieve the bike. We will pack the bike back into your bike box or bike bag and then put it back into your spot in transition. In the event that the bike is still in your transition spot, please see one of our mechanics, they will be located INSIDE Transition at the Bike Tech Tent provided by IRONMAN, to see how to proceed further.
Q: If I purchased the Build and Pack Package, will Playtri be able to receive and ship my bike box/bag back to me? A: No, Playtri does not handle any transportation of the Athlete’s personal bike. We do not have the ability to receive bike shipments at these events nor ship them out. It will be the athlete’s responsibility to bring their bike box/bag to our tent for service inside the Ironman Athlete Village and to pick them up from their spot in transition.
Q. What is your refund policy? A. Once a reservation is made and paid for, there are no refunds. The Rider can reschedule their reservation to another event that Playtri participates in if Playtri is notified at least 4 weeks (28 days) before the original event date the rental was booked for.
Q. What if the race is cancelled or rescheduled? A. In the event the race is cancelled or rescheduled, you can reach out to us at ironman@playtri.com to see what options are available if someone has not contacted you by that time already.