I just received a Zwift Cog and click set for my Garmin Tacx Neo 2T, but it doesn’t seem to fit on the type 2 axle of my trainer. The Zwift Cog covers the threads of the trainer axle, so I can’t get the thru axle adapter screwed on. I was sent the “Elite” cog, so is that the problem? I emailed support, but have only received an AI automated response. 
Before I go through the trouble of returning it, figured I reach out on different platforms.
Good luck getting any response from a Zwift support human being before 48 hours. I filed a warranty claim due to a broken Zwift Ride control back on Thursday and the human response didn’t come back until Sunday. The CS representative asked me for my current address and phone number to ship the replacement handlebars which I responded within 5 mins and 2 days after, still waiting for any response. I got today an AI response after asking for an update.
When you ask for an update, it slows their response. You should not ask for updates. It’s possible that your update request started the support process over from the beginning.
That’s not the case when you reply to the CS representative email. Your point applies if you start a new email request or case for the same issue. Zwift Support became super slow after they implemented this AI bot thing. Like 6 months ago, their replies to any support case was done in less than 24 hours and after the first reply from the CS representative, following emails were very fluent taking less than 2 hours in most cases.
Dang, sorry to hear that. Yeah, the AI bot response is irritating, I prefer a human being. I ended up returning it. Maybe I’ll just buy a cheap cassette instead, because otherwise I have to purchase again and pay for shipping again. Zwift customer service gets 1 star.
I just got an email from Zwift AI bot with this in response to my warranty claim:
***Hi Enrico ,
We haven’t heard from you in a while! We’re just wondering if you had a chance to review the latest update from our support team. Don’t hesitate to let us know how we can be of further assistance by replying back to this email.
We’re always here and happy to help!***
This is really getting irritating… I sent the info request by Steven (Human CS Representative) back on Sunday January 11th and I’m here still waiting for a response and instead I get this from the AI bot…
That’s irritating! Not encouraging.
Do you have the same issue as me? The diameter of the freehub on the Zwift Cog is too big to fit inside the Tacx Neo 2.
No, that wasn’t a problem for me. I read that there are two axle types for the Tacx, so it depends on the trainer. Mine is a Tacx Neo 2T with the “type 2” axle.
Zwift has a document that might help you identify the axle type. The Cog can be removed from the included freehub body and installed on the freehub you already own, just like any cassette.
If you have the Neo 2, with the Type 1 axle, you will need to remove the cassette from your original freehub and install the Cog in its place.
This page can provide some additional insight:
I have done this and it works great!
Yes, I had already come across that document to identify the axle. And yes, a freehub came with the trainer, so why do they send a freehub with the cog? It’s part of the product that I paid for so I want the entire correct product. It wouldn’t hurt to have a new hub anyway.
Thanks, I had already seen this. Mine is the type 2.