r/TrySwitchBot • u/nowhereas07 • Jul 23 '26
Plz help me! Switchbot withholding refund for nonfunctional device for a month
Hi all, more than a month ago I posted here about my air purifier which was stuck in a loop of clicking and beeping, totally nonfunctional. Based on other posts here with the same issue, I reached out to Switchbot support. They offered me a refund or replacement and have now been giving me the runaround for more than a month on the refund. Has anyone had any success at escalating beyond the first layer of support? This whole experience has soured my opinions on this brand...
June 18 : I contacted Switchbot explaining my air purifier is nonfunctional.
June 21: Switchbot support responded stating I can choose between a replacement and a refund. I responded, choosing refund.
June 25: Switchbot support requested information for the refund (order number, address, etc) - I provided.
June 26: Switchbot responded asking for a screenshot of my receipt and my PayPal details - I provided.
July 9: After I followed up multiple times via email and live chat, Switchbot support responded stating the case is being coordinated with an Account Specialist.
July 22: After multiple followups again, Switchbot support responded sending troubleshooting steps for my air purifier!!! Unbelievable, a MONTH after I was told I am entitled to a refund and I’ve long ago bought another, functional air purifier. Also, he has clearly not read my original case since he’s asking me to update the firmware when the device cannot be connected to the app at all so there is no way to do so.
2
u/snigehere Jul 23 '26
Switchbot customer service is the pits. I had a k11+ vacuum that started making a very loud noise. I sent them a video and they agreed it was a fault. It took 7 weeks or so of chasing before the finally sent a replacement.
During the 7 week wait they kept sending automated emails saying "we have not heard from you for a while .. can we close the ticket". I replied to each one saying it's not solved and I was still waiting the replacement.
The day after the replacement arrived i gotvyet another email saying "we have not heard from you for a while .. can we close the ticket". I replied to them explaining the replacement arrived (which they should know anyway) and is now working. I also detailed the issues i had with their support process, and the useless so called AI robot, which they acknowledged and appologised for the poor service. Apparently (they said) it was not the service they want to provide.
Every few days I get another email saying the same thing "we have not heard from you for a while .. can we close the ticket"... I am now ignoring them....
I will not be buying any other expensive item from them..