I purchased a Zwift ride (the $1,300 bundle) to treat myself for my Birthday. The packaging on the frame’s box was ripped to shreds when I received it on the underside. The frame looked fine, but I received no stem to connect my handlebars and go inside my frame.
I have called Zwift support through the 855 number, and sent in a ticket through customer support. It seems ridiculous for the money spent that I am having to wait on the whims of Zwift support. How long do I have to wait for an issue like this be resolved on average?
If I don’t receive a stem within the next few days, I’m going to initiate a full refund. It’s a shame, as a bought this “complete” package to not worry about problems like this.
Sorry about my complaining, forum-people. But I’m hoping this post gets Zwift support off their butts a little faster!
Update: No frame key, scuffs on the frame from poor packaging as well. Testing my patience here. Wish I looked at the forums before purchasing, as it seems there are TONS of people with this issue.
Update 2 Customer support got back to me about two hours after I raised a fuss, and are sending me both a stem and key no questions asked. I have been able to manually straighten the gear to a reasonable level, but it’s still not where it should be. Overall, Zwift really needs to look into the packaging and quality control. Will update further.
I actually received a call back from customer support confirming they would be sending me the missing parts, so we’ll see how fast that is.
Problem is, I have also noticed the front gear itself is crooked, and the chain leaves a grating noise due to it. I believe this was also due to the poor packaging. Will see if I can bend it myself, but likely will be getting a new frame all together.
Just a bad experience all-around with Zwift so far. ):
I would be asking for a replacement frame you didn’t pay for a damaged one did you
And why should you have to try and repair the bent chainset.
And missing parts again not good enough.
issues like this continue to go on and its simply not good enough.
looking at the photo it looks to me like they sent you a frame that had already been sent to another customer, and that’s been going to long as well …
I have seen some horror stories of people ordering 2, 3, sometimes more Zwift frames with different defects in the frame. Honestly, I’m trying to avoid the hassle of returning and receiving such large packages. I will try only once when getting a frame replacement, but if there is event a minor issue with the new frame I will be cancelling everything all together.
And yes - I was thinking the same thing. This bike was either shipped to a previous customer, or the packaging and FedEx did such a poor job that they damaged it in transit.
That said, when I send back the old frame it will get the same care and level of packaging that they did for me. I’ll be a little passive-aggressive about this, because once again this is definitely unacceptable.
