Dear support staff,
my Zwift hub has unfortunately broken. I would like to exchange it or have it repaired. Because I still have a warranty on the device.
The problem is the following. The pinion gear set no longer transfers power to the V-belt. It looks as if something has broken off inside. What do you need from me? Where can I contact you?
I’m asking for help.
Kind regards
Email support@zwift.com
Hello Steve, I already wrote there. But I haven’t received an answer.
Just sit tight and wait, as frustrating as it may be. Don’t send follow-up chasing emails as that can put you further back in the queue. Someone from support might see your post here and intervene.
Thank you very much
then I’ll wait
Hi Marc, I am facing the same issue. My Zwift Hub is broken as weil and the support staff is not going back to me. I am already thinking about buying a Kickr and switching to another platform. The Hub is just crap. Probably the reason why it was taken out of stock.
Hello Adrian, support contacted me today. My hub worked perfectly for 1 1/2 years. Now the freewheel body or the electrics that go with it are defective. But since the device is still under warranty, I’m not going to do anything about it myself. So if I were to do it, I would get a Wahoo Kickr as hardware. You can still play Zwift with it. I actually think the Zwift software is great.
Good news Marc! Will you get a replacement and how long have you waited to get a satisfying answer?
Hi Adrian. The problem has now been passed on to a higher support department. They will then get back to me. I have waited 3 days for an answer.
Hi @Marc_Brauckmann, welcome to the forums! Jose here, from Zwift.
I’m sorry your trainer is not working as expected. I apologize for the waiting time, we are currently receiving many requests and we are responding as quickly as possible.
I see you’ve already reached out to Zwift Support via email and they are assisting you. Let’s continue that email conversation so we can help you get this figured out.
Keep an eye on your inbox, we are working for you!
@Jose_R89 Marc has already been contacted by support, but what about @Adrian_Bojanowski?
that’s exactly how it is. thanks, maik 
Thank you. Support contacted me as well today. They told me they are going to analyze the videos I have provided. Let’s see how long it will take. Cheers Adrian
@Adrian_Bojanowski
Hello Adrian, have you already made a decision regarding a complaint or repair?
No, still waiting for their response…Veeeery slow support. I will never buy any hardware from Zwift anymore.
Yes, for me it has now taken over 10 emails. Response time several hours.
@Jose_R89
Really awesome. Now I’m supposed to get a new freewheel body. Address was clumsy and no response anymore. What can we do?
I got the confirmation via email that I will receive a new Kick Core as a replacement for my broken Zwift Hub. This was two days ago. Today I received a cancellation of this order without any reason. This company is ridiculous…
Yes, if no one contacts me in the next three days, I may hand over to a lawyer. I still have the right to exchange the item
I will do exactly the same.