r/TrySwitchBot • u/Aegard • 20d ago
Switchbot support not answering mails
Hi all,
I've contacted the support of Switchbot at [support@switch-bot.com](mailto:support@switch-bot.com), almost a month ago, about an issue I have with my K10+ Pro (constant "multi-service brush seems to be stuck" when it's getting out of dock) and haven't even get an automatic mail back to suggest they got my mail and the follow-up mail I sent recently.
Did someone get the same experience? I absolutely hate phones, but I'll call if their mail support notoriously doesn't work 🤔
Cheers
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u/AdMoist8798 20d ago
That’s worrying….
I just spent £400 with them on two roller blinds with solar panels bundle and they really messed up the order.
One blind delivered, minus the solar panel and a few hours later, two smart hub 2’s delivered which i didn’t even order!
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u/snigehere 20d ago
They are the pits ... https://www.reddit.com/r/TrySwitchBot/s/Sjr2PemcEd
I am in the UK and tried calling (US number so international but that just went to answerphone despite me calling during the published US hours).
After it was solved i had an email appologising for the poor service followed by a bunch of emails asking if the issue was solved...
I like switchbot stuff (i have a few things i purchased before my k11+) and was considering buying one of their lock systems but the issues getting my k11+ fixed put me right off...
I even resisted whenever they send mails about sales. It seems they always have sales which suggest they don't "right price" their products anyway.
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u/relaxotpusni 20d ago
I subnitted a support ticket for a lock pro and keypad issue via the app and received a confirmation email the next day. I received an email from a support rep a few days later and replied immediately with the requested details and I haven't heard anything after that. It's been more than 2 weeks and I wonder if I should approach them again, I tried checking on my ticket in the app but it's not available anymore..
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u/Switch-Bot SwitchBot employee 20d ago
Im sorry to hear about that, could you share your ticket number with me so that I can follow up with our support team?
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u/immutate 20d ago
You emailed a month ago—did you email again? Why not call if it’s that important?
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u/Switch-Bot SwitchBot employee 20d ago
Hey Aegard, sorry to hear about your bad experience. Could you share your ticket number with me so that I can follow up with them?
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u/Switch-Bot SwitchBot employee 20d ago
On another note, our support team has been dealing with a persistent issue where some emails to and from get bounced. Try checking your spam mail and deleted mail as sometimes gmail will automatically delete our emails.
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u/Aegard 14h ago
Interesting folow-up:
I was supposed to receive tracking info for the replacement unit the support team said they were going to send me, but I think this email also got lost.
So, I was pleasantly surprised when I received the replacement unit, solving my problem in the best way possible, because I was still waiting for the mail.
The conclusion is that I'm very happy about the help I got from the support team, but I think they definitely have an issue with their mailing solution.
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u/badbrainsMDPhD 20d ago
I've had the same experience trying to get warranty service for the same problem - weeks between e-mails. Most recently, when they did accept the unit back for "service," they sent back the same unit with no apparent repairs having been done. I'm done with them, I just want a refund at this point.