10 days ago, I ordered the Zwift Frame, 3 hrs later, shippings costs get reduced by 40€. Sent a reply on the email and asking for refund. No answer.
5 days ago, the frame arrived and the axis doesn’t go in, cause the thread in the derailleur is not correctly cut. Also no response…
We like the product, my wife has an paying account as well but the support is just bad. Does anyone have a tipp how to wake them up? The reviews on Thrustpilot show a pretty bad picture.
The chat leads nowhere, the links to return everything do not work. So what is their goal? Ignore the customers with failures in the product, until the 30 days are over?
Any help is highly appreciated… I’m very frustrated here.
Hi @Herr_Zweiblum, thanks for the submission! I’m Norman, I thank you for the kind words about our products and would like to let you know that we’re very keen on checking this out and giving you a hand with your Zwift Ride Smart Frame order.
After checking our systems I see you haven’t opened a ticket with us, or at least not through your email, please click here to get started!
Once the chat window opens you can type “support” and if the bot starts proposing solutions, you can just let it know that it isn’t working, it will then let you open a Support Ticket.
Hi Norman, can I jump on this and inquire about my support ticket? I only submitted it yesterday, but would like to make sure it’s in there I just got my zwift ride yesterday and seems I can’t connect my handlebars/plays. There are a few others who appear to have this same issue from recent days in another thread.
Hey @Randi_Ar-Gee that’s funny! I was just checking the thread you mentioned, it’s this one, right? I’ll see if I can find useful tips to try in the meantime, I’ll respond over there in a bit. As a rule of thumb, make sure that your whole setup is paired through Bluetooth or Companion App, Virtual Shifting won’t work using ANT+.
And of course, I’m happy to check on your ticket! When the bot mentions “Handlebar Heroes,” it means that your request will be forwarded to us
I’ve reviewed our system, and I can confirm that your ticket is in the queue. We’re very sorry for the recent response time and are taking steps to address the issue. Rest assured, help is on the way!
Thanks Norman for your reply. I filed two reports. One for the shipping costs, one for the problems with the frame. Received an email only for the first one. Let’s see how that works out.
I just got my zwift ride yesterday and seems I can’t connect my handlebars/plays. There are a few others who appear to have this same issue from recent days in another thread.