Lots of media attention on the new Ride bike (I rode one at the UK Cycling Expo last week, and it really is good), but is this at the expense of support for current customers?
I ask because I’ve had no reply to an email I sent requesting support with a virtual gearing issue. I had to send an email because the Support Chat button doesn’t work - and it seems this is an issue affecting everyone, and it’s one that Zwift is aware of - but hasn’t fixed.
One would hope that paying a higher subscription might mean more money available to fund the Support section, but I guess not.
Email isn’t a reliable way to contact support. Quite a few people seem to be having trouble with the support button on the website at the moment, while for most it works fine. Try a different browser and/ot incognito mode on the browser to see if that helps?
Hi @David_Rowe3, welcome to the Forums! I’m Oscar, from, Zwift.
@Steve_Hammatt thanks for helping! that’s very much appreciated.
We appreciate the details shared and I understand how important it can be for you to have this sorted out.
I’d like to let you know that we checked our system and I was able to see the support tickets you opened, and I was able to see that we’ve been trying to reply and help you with your inquiry, however, every time we try to reply, our emails are getting declined/stopped which is why we haven’t had the chance to help you out.
Could you please check if by any chance there’s a block or if we were flagged by the system which prevents us from replying?
I did manage to use the Chat facility using an incognito page, as Steve suggested, and submitted a help request. I received an acknowledgement from customerservice@zwift.belimitless-app.io, but haven’t received a response yet.
As far as I know, I don’t have any block on emails from Zwift, and I have nothing in my Spam folder.