Apparently not. They do have my email as I have received the Of the MAAP promotion last Tuesday.
Yeah you are not the first person to say so, though I know some do. The thing is, email is not a reliable way to communicate an important message. It would be much better to have it pop up in-game and direct you to a message on your membership profile on the website, where there should be an āappealā button that contacts support.
It may not be reliable, but that canāt be an excuse. Looks like promotional emails work flawlessly, have recieved 4 of them the last 11 days.
If you have an automated process, there can be false positives. Those can be very bad for your business, so you have to be on top of it. Being a zwifter since the beta days and having this experience now disappoints me a bit. Having soo much subscribers and the monthly fee, where does that all go then?
I donāt disagree but the promotional emails and support emails are likely generated and sent using different third-party services. Email delivery can fail for a variety of reasons on either end of the transaction and we have zero information about what happened. Communicating a ban to a user should be done via a 100% reliable method IMO because itās really important. Promotional emails, not so much, if some messages are lost nobody is really harmed.
As it is already known the inhouse should be reliable method isnāt as reliable as desired. Then you can use the same infrastructure as the promotional emails. And Iām sure thereās some (advanced) tracking of those promotional emails. You always want feedback of investments in promotions. So not that difficult to do some tracking of other emails too.
I may be a pain in the ass, but see this as feedback that internal tests didnāt cover 
1 Like
Yep, and thatās why I think email is not the way. From a customer perspective, every third party service that Zwift uses is Zwiftās responsibility. Once you choose to use a platform (eg, Zendesk) you are usually stuck with their delivery service, but the choice of how to transmit a notification to a user, thatās also up to Zwift. They have apps installed on your devices that they largely control and could use to notify you. I can tell you from experience running large scale email services, the metrics are very messy and there are a lot of grey areas, like messages you hand off to a userās email host but you donāt actually know if they read it or not unless they respond or load an embedded tracker. In this case we know nothing about what happened, all we know is that itās not a reliable medium but a more reliable way is available. Or if they made the information available on your membership profile, I could just say go look there if you didnāt get an email, but that doesnāt exist.
Thanks for trying to make things clear for me.
Itās just the feel like Zwift created a sinkhole and I accidentally fell in it, stumbled over the warning signs. And then, I try to get out of it. Iām screaming for help, but just a few look over the edge, you and the Zwift experienced user. But the one with a rope and ladder is having a break or something else. They donāt have the need to show upā¦
2 Likes
Update.
After 2 days, I asked a viewer (the ZEU) if the one who could helps me knows Iām in the sinkhole. He told me to get help. A day later I got a confirmation he knocked on the door at someone with the rope and ladder.
Another 2 days later a little note fell down the sinkhole. I was delighted. But then, reading it, I could answer how I felt about getting help. How easy or difficult it was to contact the right person.
Wel, another day later, Iām still in the sinkholeā¦ not any real contact with the ladder/rope guy.
I got some survey about how satisfied I am about contacting Zwift support.
My ticket to Zwift support was closed, hence the email survey. I didnāt know that. I was asking myself why I havenāt heard anything. So I checked the support chat and saw it was closed.
Time passes by. Paying for Zwift, not able to use the service. Still no communication.
Can you help me, Paul?
Edit, a day later. Canāt post more than 3 messages in a row I see.
Last update for now.
I yelled more. Another ZEU looked over the edge. He said to knock on the door of someone with a rope or ladder.
I the meantime someone anonymously threw a ladder into the sinkhole. It was long enough to get out. I looked around who gave me the ladder, but no one around.
Well. I hope someone closes the sinkhole and to get in contact with the ladder guy. Heās definitely the opposite of āThe cable guyā, great movie btw.
Or what should I do?
Update December 4:
But in the meantime, they have undone the shadow ban. I can race again since yesterday.
Update December 6:
2 Days after undoing the shadow ban I got an e-mail from Zwift Support, an account specialist. The e-mail contains info to get some information about my account problem.
He doesnāt know the current status and also has nothing read about previous communication.
Zwift, please do something about it. This is madness for a company with so much active paid subscriptions!
1 Like