Is he on the new Transmission stuff? What's the issue?
I'm off the back on XO AXS but I had a 'terminal' error when I changed the battery the first time. Tried the app for troubleshooting to no avail and was gonna scrap it all. SRAM tech gave me some other tips, no love. Finally they said leave the battery out overnight and if it still doesn't work send it in. It worked, no issues since.
Have a spare XO shifter and derailleur still in their boxes in the garage just in case. AXS is pretty sweet though, I'm sure transmission is better.
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