Hi, I’ve raised a support ticket 2 days ago due to an error in my order - wrong email put in so my years subscription code and order confirmation got sent to an email that doesn’t exist.
I’m trying to get it forwarded/resent to the correct email(updated my profile/account already) but I’m getting no response from support at all? been over two days now and it’s silent.
can my ticket by any chance be looked into?
thanks!
Seems to be normal lately as they have too much work right now
hopefully that’s all it is… I have a trial for now until mid Oct so I suppose waiting a bit is no biggie just a bit frustrating when that is the only form of contact with a human and you get nowhere.
I believe the chat is staffed with people from 8AM-8PM US Pacific time so you may get a live person in chat during those hours. Maybe just weekdays?
Hi @ed_stance, welcome to the forums!
I’m Fernanda, from Zwift.
Thank you for bringing your concerns to the forums, let me tell you good news! I already located your ticket and provided you with your promotional code and order information!
Keep an eye on your inbox.
legend! thanks for sorting it out for me.
Same here…been trying to sort out a Zwift Ride damaged in shipping. No response. It’s been a month. I’ve emailed 5 times.
This is unfortunately the problem. Zwift have said that if you email.to.chase them then you get put to the back of.the queue. So don’t keep emailing, just sit tight and they should get to you.
But how long should you wait for a response? 1 week? 2 weeks? 1 month? You have to get in touch with them again at some point. I’ve been waiting 6 days for some kind of response!
it seems like the way to get a response is to get a thread going here, I presume @FernandaA keeps an eye on forums and picks up tickets outstanding…
not a good/right way but it is what it is.
I’m afraid you don’t have any.choice but to wait. Hopefully they will be wirh you very soon now, but if you send another email then you’ll be guaranteed to wait a lot longer.
I have an issue about an order, where i believe Zwift has withdrawn to much money from me. I have sent emails for a month ago, is this normal waittime? It is not acceptable in my opinion.
@FernandaA have an input on this one?
No, it’s not normal. But if you have sent further emails to ask what’s happening, then that may be the problem, so don’t do that. Apparently sending more emails sends you to the back of the queue each time.
Hi Steve. I read that elsewhere as well, but that’s just silly if its correct.
After 20 days, i sent them an reminder email.
Unfortunately your reminder email put you to the back of the queue again.
If you’re lucky then one of the Zwift support staff that monitor the forums might pick up your query.
It appears it’s been edited since that was originally posted and it isn’t as strongly worded now…