Zwift Ride packaging damaged in transit?

Zwift Shop Zwift Equipment
22

Update:
All good! New frame 4/5 days late. Sent the damaged one back for free. Easy! But Zwift: this transport box is really complete crap!

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24

Got a new frame and sent the damaged one back. No extra costs. New one came after 4/5 days.

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25

Thanks for your fast response Arnd!

Thats a good service :+1:t2:
And the new one was not damaged? :wink:

I hope to hear from Zwift soon. My frame was lost on the shipment a couple of days.
Then when they delivered the frame, it was damaged :slightly_frowning_face:

26

Hi Robert,
Het duurde een week voor ik reactie had maar eenmaal contact ging het snel en heb na het opsturen van foto’s en video een nieuw frame gehad. Die had ik binnen twee dagen en kon de andere kosteloos terug sturen.
De nieuwe loopt zichtbaar niet recht, beetje een slag in, maar loopt niet aan en maakt ook geen raar geluid dus voor nu wat mij betreft acceptabel maar hou het wel in de gaten.
Hoop dat het bij jou snel opgelost wordt

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27

Well, the packaging is really crap. But the second frame was good. Hope the best for you. It seems, we are all beta-Testers what is cheaper: changing frames vs qualitative packaging :smiley:

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28

Hi Tessa,

Bedankt voor je reactie!
Een week? Ze nemen de tijd …

Wel fijn dat het contact daarna wel snel ging!
Bijzonder dat het nieuwe frame opnieuw niet ‘goed’ is. Maar als het voor jou goed genoeg is, top toch!?

Ik heb de doos maar bewaard, benieuwd wanneer ik reactie krijg!

Have fun op Zwift!!

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29

I think quality packaging :rofl:

Glad to hear that the new frame is fine! Hope you have a lot of fun in Zwift!!

Hope to hear from Zwift soon!!

30

Hi John, did Zwift get back to you?
Thinking about getting one myself and wondering should I wait until they’ve optimised their delivery of it first.

31

Evening Anthony,

So they actually scheduled to send me a full frame to replace the original frame. They sent it two days after I e mailed them and arrived yesterday, so it only took 5 days.

I have to return the original frame but ups are coming to pick it up from my house. To be honest it was a very fast turn around.

I’d have no issue going ahead and would recommend.

John

32

Thanks John, that’s reassuring to hear. I’ve read that it is a pain to re-box in order to return. How did you find that aspect of the return process?

33

I waited for the replacement to arrive and just swapped the two frames over and it took less than 5 mins. Not ideal, but not an issue either.

34

Hi Shuji,

I’ve contacted the support department of Zwift to report that my front Sprocket is bent and the chain touches the frame while pedalling.

You say that “ we’ll help get you riding through Watopia before you can say Ride On”.
I’ve said ‘ride on’ thousand of times, but still not received a response :wink::slightly_frowning_face:

Greetings Robert

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35

My Zwift Ride arrived today in damaged packaging, rear thru axle exposed and damaged. Cheap packaging. FedEx said, once it’s off the truck, I have to take it to a FedEX store to return. Getting thru to “Zwift returns” is proving to be an exercise in repetitive typing.

36

Also ran into same issue. Frame came with missing badge and front sprocket is also uneven. Bummer about the process. But hopefully get a new one soon.

38

By the sound of it, Zwift really needs to look at its supply chain and distribution if they’re going to be in the hardware business.

39

Received replacement bike within a week - positive. However, replacement bike has bent front chain ring and you can tell someone else had this bike by the paint chips missing on rear bracket.

After assembling bike, I didn’t find bike to be as stable as all the influencers reported.

40

I emailed Zwift support on Sept 19th since my frame was damaged in transit. So far I haven’t heard anything back from them aside from the automatic email that says they’ll get back to me. At this point I’m getting close to just returning the entire order instead of trying to get the damaged frame replaced.

41

Hi Tessa,

Ik heb mijn nieuwe frame gister binnen gekregen! Loopt ook niet meer aan, maar zit ook nog een klein slagje in, minimaal … maar toch. Was me wrs niet opgevallen als de eerste niet zo was beschadigd :grimacing:

Heb jij de nieuwe Zwift Cog V2 erbij gekregen?

42

I received and set up my Zwift ride last Friday. The chainring is bent and grinds with a loud noise on each revolution. The bent chainring will derail the chain if the crank is rotated backwards. I emailed support@zwift.com on 9/20 with videos. No response yet, other than the automatic reply.
This product deserves much better packaging.

I hope to hear from Support soon.

43

Hi Robert,
Was me eerst niet opgevallen (was al blij dat ik na het gedoe van t frame weer kon fietsen) maar nee, ik heb de V1 (volledig zwarte versie) erbij gehad. Jij ook?