Thanks, @Run.10K.Every.Day … Unfortunately, I am missing the Team Vitality kit (UNICEF Ride Series).
And the point stays: Zwift has shut-down access to support for us mere mortals.
Thanks for the feedback. I do see that the issue was forwarded to our support team after speaking with the Ambassador. I am working with our team internally to ensure we are escalating properly.
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I did get a repose from support (the content of which is irrelevant for the purpose of this thread - what is relevant is that the issue was trivial) - though I have no reason to believe that was associated with an “Ambassador” taking any action (maybe because of the “We’re sorry but this message could not be answered” response - but it’s anybody’s guess as to what that means…) Having repeated the attempt, my routing indication seemed to have actually been honored, and a direct response was received.
My take is the whole “Ambassador” establishment serves as a filter to the support team, allowing the Ambassador to decide which client stands to be engaged by support (by escalating), with no user discernable way of effectively contributing to that decision (to quote: “the system decides who best to route queries to”.) “Ambassadors” are first-tier support now, but they do not have direct access to internal Zwift resources (?), which is essential (in my view…) for effective support.
My take is that the whole “Ambassador” establishment is counter-productive in terms of overall end-result, a step in the wrong direction. Simply investing in direct support (in addition to guidance to both clients and support staff) would have proven substantially more cost effective overall, in all aspects, including results (hint: fold “Ambassador” function back to support.)
If one insists, I am sure he/she will eventually get support’s attention. This, however, has a negative net result overall, even if the issue is eventually addressed and “solved”, as the negative goodwill generated (What is known as “Frustration” in Zwift-speak) adds up to a negative overall experience.
Is Zwift interested in direct-engagment with it’s clients? I wonder.
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This forum is a perfect example of how bad zwift support has become. It used to be a place where people talked about racing, the big events, upcoming rumours of new releases and a place to celebrate all that was good about zwift
Now it is just a support forum. Look at the list of topics. Majority is just issues that people have that aren’t being resolved. Users are relying on the community rather than zwift support. Zwift would be dead without the community.
Supposedly, zwift has reduced the amount of new game development work to focus on the new user experience over the last 18 months. Can anyone tell me what these improvements are?
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