We are aware of customers receiving their Zwift Ride with damage to packaging and the frame itself caused during shipping. Ensuring you have the very best experience is our utmost priority. We apologize if you have been impacted by this.
Our Community Support team has all the tools to resolve these issues so please get in touch with us at support@zwift.com and we’ll help get you riding through Watopia before you can say Ride On.
I set up my Zwift ride today. Unfortunately, the device has been damaged in transit! The front chain sprocket runs unevenly, which means that the chain grinds with every revolution and makes a very loud noise.
Any idea how to get in contact with (german) support better then by email that has no ticket number?
Why not via email? As far as I know the support respons quickly and is helpful.
Yes, that’s correct! Answer came half an hour ago 
On Sunday. That’s cool!
So case‘s closed. Didn’t expect that after experiences with other services.
I received and set up my Zwift ride last weekend and found out that also mine got damaged in transit, the front chain sprocket is bent, which means that the chain runs off at the first pedal stroke.
I reached out to both order@ as well as support@zwift.com and so far no reply.
Any idea how to get in contact with (local Dutch) support to get this solved?
Just wanted to add that I also received a beat up package today and the frame was pretty scratched too. I won’t even bother to set it up (who knows whats been damaged). Wrote to both order@ and support@ (sorry for that) and hope for a swift reply.
DPD is notorious for not handling with care btw.
For 100 Euros in shipping it’s pretty tough to take.
Same here. Wobbling chainring. Nop response yet. Hope it can be fixed but in general this seems to be an issue with the bike. Surely not feeling it to pay for a return next to the already paid 100 euro’s. Indeed dpd does not have the best reputation.
I also haven’t received a reply yet. I’ve set up the bike though and the damage appears to only be cosmetic. I would also take a price reduction or voucher or something, as I don’t look forward to the hassle of sending it back.
same problem, frame is damaged, chain rubbing to frame. the handlebar stem is dented and scratched. No answer yet although I was asked to provide photos but after that I got nothing.
Y Zwift Ride arrived with bent chain ring and no seat post size guide. I’m in USA and having same issues with chain rubbing as the bent chain ring rubs lower frame. I got to chat with Zwift person Sunday and sent videos yesterday afternoon to her Zwift email. No response yet. Bummer this is happening to many. I will check back to see your updates. J.Lu@@is
they are sending me a new frame. they confirmed yesterday.
they also gave me an option of partial refund and I did not accept it.
I hope my new frame ships safely this time!
I got the exact same issue. The chains rubs the frame at every revolution. I was so happy to finally receive the frame after a few days with no news from DPD. Such a horrible feeling to realise that the Ride is defect after the excitement of unpacking and assembling…
I hope Support can fix it somehow. Indeed, 100 euros for the shipping is painful in this context.
Zwift just sent shipping label and ordered the new frame. Thanks Zwift!!
I received my zwift ride Monday in Ireland through DPD. Set it up that night and the exact same problem, every rotation the chain grinds against the frame. Clearly damaged front chain ring. Zwift havent responded to my e mail yet other than the automatic reply…
New Ride frame arrived today. Well done Zwift. Thanks a lot
I had to return my first frame and second frame came today damaged as well. I just contacted customer support again but I surrender and need to return all for a full refund. I had to spend 15 to 20 bucks to pack up and send the last one back now again. So frustrating I was hoping not to use my bike but oh well ughh
Just mounted my new Zwift Ride and just as many of you others my crank is wobbling…Have sent an e-mail to their support. No Reply yet…
I am a victim of poor packaging… This isn’t my first bike through the mail. But it is my first damaged. The box is very poor design. I doubt my replacement will come without blemish. But the kicker is the want their damaged merch back using the same box. Lol. Not paying even more on shipping because of your poor packaging design you charged me exra for.
Good day.
Hi Tessa,
Ik heb ook een frame binnen gekregen met een gebogen voorste kettingblad.
Dit nadat mijn frame ook zoek was geraakt bij DPD. Eindelijk binnen, opgezet, krijg je dit.
Bij mij loopt de ketting er niet af … maar loopt wel aan.
Heb jij inmiddels al een oplossing?
Hi Arnd,
How did they give you a solution? Hope to hear from you!
Greets
Robert