Mine was clearly a return with it being upside down in the box and trashed chainstays.
Put in my request last Thursday- nothing yet
Hi Tessa,
Ja snap ik helemaal. Geregel en wachten ā¦ dan ben je er wel klaar mee en ga je direct fietsen.
Nee, ik heb ook de zwarte (eerste versie) gekregen. Wat eigenlijk raar is als ze (op het moment dat je de Zwift Ride aanschaft) een verbeterde versie hebben.
I have sent multiple emails to SUPPORT but not one reply. I was sent the first Zwift ride, which had a bent front ring.
Another was sent which had bent/warped/squashed rear stays (so it doesnāt even fit on the Kickr.
The lack of correspondence is appalling and Zwift should be doing a full recall because or bad packaging or quality issues.
This is a steel frame and it should be tough as nails!
Where is the help when the chat bot isnāt even working!
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Iāve just ordered the Zwift ride smart frame I really do hope it comes without any damage 
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Also have a damaged box and bike. Look, Zwift, if you expect people to pay 800 euros for a product. YOU NEED TO DO BETTER! I mailed to get another frame but now I have massive buyerās remorse because of this experience and the many people who have encountered the same problem without support and I hope the sale will be cancelled. Lost total faith in this company over the span of a week. Thanks for nothing.
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Mine arrived damaged/all scratched (box was opened) replied to the order email (a week ago) contacted custumer service through the automated chat, sent another request. NOTHING. called the Zwift numberā¦NOTHING. Horrible custumer service. This was supposed to be my sons birthday present and its been a horrible custumer service experience. Who do I need to talk to? report this to?? Do I need to call my credit card for a refund since no one even replies to my emails?
same thing with mine. not a single reply. I even called zwift directly and NOTHING. the automated chat on the website is also useless. Super dissapointed with Zwift. I am half tempted to place a claim with my credit card vendor and get a refund.
Zwift ride frame ordered yesterday(UK) 25th at 13.15 pm.
Delivered today 26th at 9.15am
Less than 24 hours from ordering to delivery.
Fine effort that Zwift and Fed x
The boxes came undamaged and all items inside as new.
Wow thatās awesome! Iāve ordered mine one week ago and it was also delivered yesterday (Germany).
I was really happy to receive my zwift ride frame and installed it on my kickr core. No visible damages so I thought I was lucky and reactivated my zwift Abo. Then quick change of clothes for the first rideā¦ and as I started Iāve heared a scratching noiseā¦
Yeah itās also the chain / the front chainring which is wobbling because its bent and then with each turn it scratches at the chainholderā¦ as many of you have already reported.
I hope that I will get a reply from zwift soon! Itās unbelievable that they have those quality issues and that they use such a cheap packaging for a 800ā¬ productā¦
Was your packaging damaged? The front chainring wobble/bent is a common complaint, but looking at photos of the Ride, there seems no obvious way one could bend the chainring without damaging the frame itself, or the chainringās outer cover to also be damaged, because the chainring has these barriers to either side of it.
Iām more thinking somehow these rings are being bent during assembly, before theyāre even put in the shipping carton.
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So we have a company, that knows and aknowledges a lot of their products are arriving with their customers faulty and broken but still knowingly send them out without any change. This is sounding like we are being scammed.
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Id say no it wasnāt damaged - as far no visible damages, scratches or holes. But the packaging is really cheap and it can easily fall to one side or something like this.
But I also think that either the cranks are not good aligned during the process of installation in the manufacturers plant or the chain ring is bent from the manufacturers side and itās just faulty (maybe wrong installed).
I canāt tell for 100% sure but my bike looks very good, no visible defect or anything. Thatās why I think thereās a problem in the supply chain.
And still no answer from zwiftā¦.
Itās a little bit scornful: it stands completely assembled there but I canāt use it,
(Sounds to me like Zwift is applying their software quality standards to the hardware side as wellā¦)
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I just received my second frame and unfortunately this on is also damaged from transportation.
The first time it took 2 days for Zwift to reply. Very friendly and quick handling. 3 days later I received the second replacement frame. But this one is even worse scratch and have a big buckle in the frameā¦
Just sent them an email with picturesā¦ hopefully a quick response.
A bit sad not to be able to start the indoor season
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I have what seem to be superficial damage (minor compared to others), I couldnāt quite figure out that the bike seemed to be packed upside down, but it sounds like that has happened to others. I put in a support request as Iād like a ānewā frame for my new purchase, and it seems if that zwift is trying to honor these requests - but Iām worried about what Iād get instead. I guess Iāll wait and see. Also phone holder cap was cracked, but since I was going to use a tablet mount anyway - but the principle of it is what counts I think. I was going to upload some pics for the context of others, but that fails for me. Oh well.
You already got a answer from zwift? When did you contact them?
I hope the best for you!
Sent a mail on Wednesday, Thursday, and Friday. Still NOT ONE single reply. Customer service is beyond horrible. I didnāt expect a solution by now, just an acknowledgment of my complaint would be nice.
I am yet another victim. I ordered the frame 29th of September and they were quite quick to ship the packages. However, only 2 packages arrived with the 3rd one being held by DPD for unknown reason until I contacted them.
They said the package came in damaged and they are holding on to it. They also said I needed to contact Zwift for a replacement which I just did.
/startrant
How is this even possible while shipping costs are 100 euro? For anyone reading this: please do not order a Zwift Ride frame until they figured this out. I was hesitant to order reading this topic but now Im being punished for jumping the gun. I have the feeling they are just resending broke/damaged goods until they figure out a solution internally.
I hope there will be some kind of compensation for people having to wait extra time and going through all this administrative nonsense for 100 euro shipping costs.
/endrant
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That might also be the reason why DPD returned two packages from my delivery. Frustratingā¦