I understand . The topic was “dreadful customer support” with an example . I am not sure you are looking for “excellent forum support” * (which you will get ) , but to help zwift and the zwift user base get better customer support .
On that subject I am with you. The support approach , which is not unique to zwift in any way of course its very similar experience to be had in many products . I detect and can see and know which ones are going to adopt it and probably best not for me to call it out as it could get a little bit non PC.
But yes I verify and confirm it is the standard support approach . Not really understand or engage with your problem , send you a bunch of things to research that might share some keywords (as if you dont know how to use google , duckduckgo or whatever search engine you use) . And then to top it off end with a "you are important to us , have a nice day and a lot of other insincere platitudes . Personally that winds the heck out of me because I have normally already verified and search on issues and only go to support when it needs asking . But then its worth remembering there are probably many more who don’t and this support might be a good first approach for them …
Having said that . Zwift NEVER seem to respond to follow up ( despite asking for you to get back after the first email) . It seems they might have some gap in there support solution that does not pick up and deal with a support request follow up . You can ask a question they will give you an answer if that answer doesnt work … thats it … game over . @ZwiftHQ IMO you need to step up , or dare I say it followup on that .
Do I know the solution , not sure , as good customer support takes investment . Perhaps the cost of that is not something zwift want to do as they appear to have plenty customers (right now ) . If you want a different type of support , more personal . Maybe you do need to look elsewhere or are prepared to pay for it … and then of course Zwift would have to offer a “fully supported” subscription. At the moment they dont do that . You really have to invest time yourself into self help … and way up the gains and loses and see if its worth it .