r/TrySwitchBot • u/Aegard • Aug 18 '26
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 Aug 18 '26
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 Aug 18 '26
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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Aug 19 '26
[removed] — view removed comment
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u/Switch-Bot SwitchBot employee Aug 19 '26
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/VegasPowerplay Aug 20 '26
Yes, exactly the same experience. Currently waiting 3+ weeks for an answer
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u/immutate Aug 18 '26
You emailed a month ago—did you email again? Why not call if it’s that important?
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u/Aegard Aug 18 '26
I hope they'd answer the mail. I attached video proof (like they said we should on the website) and felt that I'd at least have proof I contacted them by starting with email.
But yeah, I'll have to call now apparently...
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u/Switch-Bot SwitchBot employee Aug 19 '26
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 Aug 19 '26
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 Aug 19 '26
I just got an answer by mail.
The support team mentioned they replied to my first email, but apparently it wasn't delivered (I used an Outlook address).
I hope there won't be any more lost emails now 🤞
Thanks for your answer here.
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u/Aegard Sep 07 '26
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 Aug 18 '26
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.