SWYTCH Bike customer service difficulties/ contact

[Jennywg]

Hello Cycling UK Forum,
Im having trouble resolving an issue regarding a wrong part sent in my Swytch go Kit.
Ive tried the Support channels through Swytch but the call back servcie they offer, despite being able to book it , never materialises. The Email support team responds but cannot resolve the issue of the magnetic disk being too small to go round the pedal shaft. Can any one suggest a route to get real help and ideally an alternative part sent out from Swytch?
Regards,
Jenny

[gaz]

.

[bikes4two]

The standard pedal assist sensor supplied by Swytch, is I think, designed to work with square taper bottom brackets.

If the bottom bracket on your bike is something like those use in Shimano Hollowtech 2, then an entirely different pedal assist sensor design is needed.

As said above, post some pictures of the sensor you've been supplied with and the bottom bracket assembly (maybe taken with the bike turned upside down).

P.S.

Ive tried the Support channels through Swytch but the call back servcie they offer, despite being able to book it , never materialises.

I'm afraid that comes as no suprise and is the norm for many unfortunately.

[simonineaston]

See too, my recent thread on fitting a pas to Shimano’s Hollowtech cranks. A number of solutions are described in the posts
viewtopic.php?p=1873665&hilit=Hollowtech+pas#p1873665

[DanmanK]

I ordered a Swytch Go+ kit for a Trek hybrid and I confirmed with Swytch that the kit would fit my bike and that my bike had a 10mm fork opening. When the kit arrived, it was WAY to wide for the front wheel hub to fit my forks. At first, Swytch promptly responded to my email asking for assistance, but their response was crazy: file down the forks and the lock washer. No. Even the Swytch manual says NOT TO FILE DOWN THE FORKS. SO I requested refund and return instructions by email (no phone number is ever available). Their terms and conditions provide that you have 14 days to initiate a return and your refund does not cover shipping to and from Swytch). I was willing to eat the shipping costs, b/c otherwise, the kit (and my money) was totally wasted. After emailing the tech support and opening a "ticket" with Swytch, I did not receive a single response from the company. Clearly, their are irresponsible and in breach of their own (limited) terms and conditions. DO NOT DO BUSINESS WITH SWYTCH!

[RobertoB]

I have an almost identical experience. I had checked with them pre-ordering if my Trek FX3 was compatible and was assured it was. Finally the kit arrived and I realised that because the Trek does not have fork drop outs but a through axle spindle, I could not fit the wheel. I opened a support request and got an immediate response from what I think was a bot, as it said to fit the wheel in the fork dropouts! And then repeated this advice as it said that it had no information about my issue!

I have asked them to tell me how to return the kit, with no response, and so I did eat the shipping costs (£20) and sent it back to their address that was on the packing list. That has now been delivered and it remains to see how long before I get a refund.

I am really disappointed as I was so looking forward to becoming e-bike mobile. I am also amazed at the sheer lack of any care for customers with problems by this company that seems so switched on in other ways.

[nirakaro]

I’ve found several times with other dodgy companies, that a letter threatening court proceedings, and mailed by recorded delivery, produces a prompt and positive response.

[PAB855]

I'm sorry to read about your difficulties with Swytch.

I have had a Swytch ekit for over a year and wasn't pleased to be bombarded with over 20 irrelevant emails during my four months of waiting.

I had to file the flats of the axle of the wheel supplied to 9mm from 10mm. That meant taking 0.5mm off each side and making sure the flats were parallel. I clamped a small vice in my bench vice so that the axle could be horizontal. The Swytch video was a poor demonstration of how to file the flats.

The sensor disc wasn't easy to fit on a hollowtech crank, but positioning the frame sensor took a lot of head scratching and cutting away parts of it until finally finding room for it.

I also had to change the six dome head screws on the motor because they were fouling the inside of the fork.

During all this customising I had frequent requests for technical help answered very satisfactorily by the same person every time including sending me different screws.

I'm sorry you've had so much trouble. I suppose I may have been lucky and am delighted with the performance of the kit.

There's a forum on Facebook which might be helpful. I know it's helped my daughter with any issues and she's another happy user of a Swytch kit.

Good luck

[Adrian01]

Swytch have the worst customer support I have ever encountered.
My Swytch kit failed in a rain and wind situation and I needed to fix it fast, as I was starting a long distance ride in a week's time.
This is what they offered.
No possibility of phoning to talk to technical support.
The email support system started with a pointless AI exchange and finished with many questions and no actual advice. Finally I ordered a new display unit some two and a half weeks later (which did fix the problem). After I had ordered it they contacted me to say they agreed with this action.
Although the Swytch kit is fun and when it works it's great I would never recommend anyone using their products because of the bad customer service (and poor quality display unit too)

[stodd]

It always felt as if Swytch was primarily a marketing company, with product second and customer service a rather patchy third. Judging by reports (including those earlier in this thread) they have moved on from patchy customer service to really poor customer service.

Below may be of interest to people considering a Swytch kit.
Copied from https://www.pedelecs.co.uk/forum/thread ... way.49231/

I have had a few consumers reach out and ask what's going on with Swytch, many complaining of no delivery and the Trustpilot reflects similar. I've been able to determine that a rescue plan is in progress for the business, if anyone here has been wondering why they haven't been getting the usual level of customer service.

https://www.cyclingelectric.com/news/sw ... escue-plan

[Flyer58uk]

Hi
Does anyone know how to contact SWYTCH Bike as there is nothing working on their website to make contact. Raising a ticket doesn't work, other methods say access denied. I am in process of ordering and have some questions but it seems impossible to actually find an email address unless you want to work for them....Not a good start to the purchasing journey!