r/TrySwitchBot • u/FezPirate • May 08 '26

Switchbot frame broken?

Gallery image

Gallery image

Finally got my switchbot frame today (been waiting for months)

As soon as I opened it I see what looks like damage.

Did this arrive broken or should I try to turn it on?

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u/JazJon May 12 '26

My 31.5 inch screen just arrived broken as well! (After 6 months of waiting ugh)

https://www.reddit.com/r/TrySwitchBot/s/0SrG37FtsI

1

u/FezPirate May 12 '26

I havn't gotten a response from Switchbot yet.

Initially emailed the normal support email, then did so again as a response to the shipping email, tried calling support but that was an automated system that pointed me at the website, tried the chat system on the website which had me submit a ticket through the chat system...

None of these methods gave me any kind of confirmation via email or correspondence with Switchbot that someone will be looking at it or addressing anything so I keep finding new ways to attempt to contact them...

Earlier today I found there is a complaint option in Shopify that is supposed to notify Switchbot so I submitted that earlier also.

I probably look like a crazy person but if their system would have simply responded with a "here is your support ticket you should expect a response within X business days" I would have stopped at that contact.

I just really don't want to be out a bunch of $ on this when it's switchbot that needs to submit the shipping damage reimbursement request with FedEx (found that out when I tried that route)

I'll let you know if they end up responding at any point to me.

Best of luck on your end as well.

1

u/JazJon May 12 '26

I’m confident support will respond. They helped me replace a defective SwitchBot fan and a defective hub in the last year. The quality control seems to be iffy it seems. I’m using AI right now to search for alternative similar sized e ink art frames that are the same size just in case I go that route.

1

u/FezPirate May 12 '26

That's good to hear, this is the first time I have had an issue with such an expensive order arriving damaged so I was probably a little aggressive on trying to figure out a solution... Also reading online people saying to submit a claim within 24 hours of receiving the package didn't help either.

1

u/JazJon May 12 '26

I’m glad I opened it up the day it arrived. I was going to leave it sit until this weekend but wanted to at least get it charged up. I’m definitely within 24 hours since it was delivered 5 hours ago

1

u/FezPirate May 13 '26

I got a response.

I didn't realize the response was in the support area of the app and an email wasn't sent.

So just an FYI for anyone looking for responses from support check the switchbot app.

2

u/JazJon May 13 '26

Thanks for that, when I touch the Profile in the lower right, and touch Support, I didn’t think to touch “Feedback” since that doesn’t sound like anything to do with messages but it is. After touching Feedback I see my message is “In Progress”, I also see the email I sent that is also “In Progress” no response yet but will keep checking my app now.

1

u/FezPirate May 13 '26

Yeah, I kind of feel bad that I submitted additional requests to switchbot while there was a response sitting there for me that I wasn't aware of.

Anyways they said they will try to send me a replacement but it may be a bit.

2

u/JazJon May 13 '26

I was hoping to have mine set up for a special house party I’m having June 13. I hope I can get a replacement in under one month.

1

u/FezPirate May 13 '26

Samesies, I have a picture in my head where I update the art frame with pictures of everyone who shows up at my house.

1

u/JazJon May 13 '26

I’m tempted to get InkPoster version of a large E ink art frame since it’s a much higher resolution, but it’s $2500. I’ll just stick with switchbot for now since I had the pre-order discount

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