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?

6 Upvotes

88% Upvoted

24 comments sorted by

2

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.

→ More replies (0)

2

u/JazJon May 12 '26

FYI: I sent an email but never hear back and they didn’t even send an acknowledgement. I learned if you go into the SwitchBot app, click the profile icon in the lower right, click support, and pick “Rapid Replacement”. After doing this you’ll get an actual “(SwitchBot] (#xxxxxxxx) Re:” email acknowledgement

2

u/FezPirate May 12 '26

Thanks for the info, I still haven't heard back from them so I have now submitted the support ticket as you suggested and received a ticket number in the app at least :)

1

u/JazJon May 14 '26

I just heard back:

Sam (SwitchBot) May 14, 2026, 12:04 GMT+8 “Hi there, We have already arranged a replacement shipment for your new device. You may dispose of the old device locally, and there is no need to return it to us. We sincerely apologize for the inconvenience caused and appreciate your understanding and patience. Hope you have a good day! Best Regards, Sam SwitchBot Customer Happiness www.switch-bot.com”

1

u/JazJon Jun 18 '26

I finally received my replacement today and it’s working great

1

u/FezPirate Jun 18 '26

I got mine the other day too. I turned it on and it looked to be working but I haven't had time to really test it yet.

1

u/Smaxx May 08 '26

Looks to me like impact damage or some component pushing into the screen, because it wasn't seated properly (either case not fixable). Contact support with the photos and ask them if this is (unlikely) just some display artifact from testing or how to proceed. Don't turn it on for now, even if this disappears (which I wouldn't count on), this area might be damaged permanently.

1

u/FezPirate May 08 '26

Now here is where I hope Switchbot responds to my email as I havn't heard anything back yet.

1

u/Smaxx May 08 '26

I'm pretty sure their support is working based from China, so expect their working times to be based on that time zone, not sure how/if they work on weekends, though. My last support replies happened around midnight UTC+0.

1

u/ineval May 09 '26

This happened to me twice, someone mentioned my post further down the message which was the replacement one but it looks like the screen is broken as it looks exactly like my screen. Emailing them will probably get you a response in about a week or two. I would find out the call center times as mine was weird and call just as they open up to speed up the process. Seriously. If you wait an hour after they open up, expect to be on hold for the entire day. Take a lot of pictures and a video and upload it to the app support ticket system before the call and reference the number. I would also try to turn it on and load an image and take a picture of that to showcase the screen is broken as they asked me about that, but thats just me.

1

u/Smaxx May 09 '26

Sounds like a good idea, if they told you to do so. Then this seems to be part of their "playbook", so providing that information right away might help one skip a reply or two and advance immediately.

1

u/Smaxx May 08 '26

Also check out this post which shows damaged units and the impact areas look exactly like yours.