Hi,
I recently ordered a Zwift Ride, but the frame was damaged during transport, so I rejected the delivery. I contacted support on October 17 but have not yet received a response, and I’m unsure what kind of wait time to expect. The support page states an average response time of 24 hours, but I don’t know whether that includes weekends. Any ideas?
Thanks
I know this probably isn’t helpful, but I’d say anywhere from 2 hours to 2 weeks.
There have been past comments that say you should not send follow up emails since that will “put you at the back of the line”, which continues to make no sense to me that any support system would work that way.
When I’ve directly emailed the support@zwift.com address, I’ve gotten a response in a couple of hours (on a Sunday!!), so I’ve had pretty good luck with getting a quick response.
Obviously, with your situation, there needs to be some investigation with the carrier about the damage, etc, etc, but I would have expected at least an acknowledgement email from Support by now.
Hi @Johan,
Welcome to Zwift Forums! I am Nelson from Zwift Support.
I wanted to share that we’re getting a lot of requests via email, and we’re working to respond to each one promptly. I appreciate your patience.
I’ve replied via email to assist you accordingly. Please reply there and keep an eye on your email, including your spam folder, so you don’t miss any updates from us.
@Ariel_L How far behind are you with email support? My shipments appear to be a bit of a mess and I am contemplating refusing delivery and taking my business to elsewhere. Zwift was quick to take funds from me. Printing a label is not fulfillment of the shipping obligation.
I’ve also sent you an email. Make sure to reply there so we can assist you properly. Do not hesitate to add any other questions or concerns. We will be there to help.
I’ve also recently submitted a request as well as started a thread in the General Discussions forums page regarding an incorrectly installed Cog V2. I’ve yet to hear anything from Zwift about this.