Hello,
I wanted to ask about your experiences with Zwift Support’s response time at the moment. I received a Zwift V1 a few days before the release of the V2 and reached out to support about it, hoping to get some resolution. Eight days ago, they told me that a higher-level team would be looking into it. I haven’t heard back since then. Is that normal?
Best Regards
Dominik
It’s not normal. I’ll have a look and ask someone to get in touch.
Most responses are inside 24 hours.
Having a similar issue, I put in a ticket for missing 50k drops due to leveling up with an outside ride, the AI support bot got back to me immediately saying a human would be in touch soon, that was about 76 hours ago now. Been used to much quicker responses in the past.
Looked at the email again, apparently the AI support bot wanted me to say that there’s no additional information required before passing the ticket to a human. Seems like an unnecessary step that will lead to a lot of abandoned tickets.
pretty sure it’s common knowledge that you don’t get it for leveling up while riding outdoors unfortunately. Just bad luck. 
It’s a bug, they previously addressed the issue when leveling up from the +500xp weekly bonus but never got to fixing the outdoor level up issue.
A human resolved my issue quickly and gave me the 50k drop bonus, once I responded to the AI bot that no, there’s nothing else needed to add before passing it on to a human - something that should probably be assumed and a human can request additional information if necessary.