My Swytch Kit Purchasing Story (Vancouver, Canada, 2024 Summer)

Summary

  1. My 2 Swytch kits order took 4 weeks after placing the order (3 weeks after it was completed) to be delivered.
  2. The Swytch Go kit seems to still be on backorder with no accurate ETA. While the Swytch Air and Max kits are announced as "In Stock," this doesn't necessarily mean you'll receive them on time as promised.
  3. Swytch continues to face serious issues with warehouse dispatch, shipping, and communication.
  4. Despite these issues, in Canada, Swytch kits remain a convenient and cost-efficient way (especially when on sale) to convert your favorite bike into an electric-powered one. No other competitor offers a similar design mindset. Swytch could become the best-selling bike conversion kit if they improve their dispatch, shipping, and communication systems.

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I think this story is worth sharing with anyone considering a Swytch kit.

I ordered two Swytch kits (one for my Brompton and one for my Surly LHT) back on August 12, 2024, when I was offered a 50% off deal. Since I needed the bikes by the beginning of September, I paid an extra shipping fee ("Accelerated Shipping") of about $180 each, with the promise of receiving the kits within August. The total cost for me was $888 for the Surly LHT kit and $958 for the Brompton kit. This included their 5Ah Max battery, with no extra tax or duty.

The orders were finalized on Saturday, August 17. However, the UPS label for the first shipment (the Brompton kit) was created at their fulfillment center in Ontario on Friday, August 16. The first package was delivered on August 23, taking less than a week after the order was completed. Unfortunately, the package was missing the "Handlebar Mount" and included the "Power Brick" with an old ECO-style connector, incompatible with the Air/Max battery.

I opened a support ticket, but it was instantly closed as "Solved." I tried submitting another ticket, but the same thing happened—it seemed they didn't want to hear from me. I had to contact them via their official X (Twitter) and Facebook to finally reach someone. Eventually, I was able to create a ticket through an alternative method, and on August 28, I received a response telling me to check the package more thoroughly as the missing part "could be very small."

After several email exchanges, including them claiming the handlebar mount had been shipped with the original package, I received confirmation on August 30 that they would send the missing parts. They said it would be ASAP but provided no ETA or tracking number.

On the other hand, the kit for my Surly LHT was dispatched from their fulfillment center on August 27—15 days after the order was placed—and shipped on August 29, arriving on September 3. This was slightly later than the promised delivery date, but the package contained all the parts.

After filing another complaint on September 2, referencing the UK Consumer Rights Act 2015, I received a shipping notification from UPS (not Swytch) stating that a shipping label had been created on September 4. On September 5, I received another UPS notification indicating a second package was airmailed from the UK. I assumed the two missing parts were coming from two separate sources. However, when the packages arrived on September 9, both contained the same handlebar mount and correct power brick. I successfully completed my Brompton conversion and am now waiting for the return waybill for the extra parts from Swytch support.

After installing the kits, I am overall satisfied with the 250W hub motor's performance and quietness, as well as the Max battery's capacity. Since my bikes are for leisure, not commuting, I was pleased to see the battery was still over 90% charged after a 14 km ride.

Tips

  1. If you're placing multiple orders, it's highly recommended to use a separate account for each order. Their customer support tracking system seems to be based on the account's email address, so they often mix up issues, even when the order number is clearly provided. For example, my missing parts shipment from the UK used my Surly kit order number instead of the Brompton kit order number.
  2. It's a good idea to pay for the accelerated shipping. Swytch's pricing is very competitive, especially when buying directly from their website during promotions. Even with the extra shipping cost, it's still a good deal, and the price includes tax and duty.
  3. In Canada, kits are shipped in two separate boxes—one contains the Li-ion battery, and the other contains the hub motor wheel. Be prepared to receive two packages for one order.
  4. They seem to have ongoing supply issues, so it's recommended to choose essential or standard parts when possible. For example, I was told that ordering a battery in a different color took longer than ordering the standard black battery.
  5. The OLED display and thumb throttle are nice to have, but their website lacks detailed information about these. The thumb throttle needs to be installed on the handlebar after removing the grip, and these accessories don't support large-diameter handlebars. You may need to order a handlebar extension rod separately for proper installation.
  6. It’s a good idea to record a video when opening the package. I didn’t do this at first and had no proof when they denied that the warehouse made an error and caused parts to be missing.
  7. Their response time on the support page is at least three days. I noticed that replying via email yields a faster response than using the support website.
  8. I learned a helpful phrase from a UK consumer rights expert. If you don’t receive the product within the promised time, make sure to include this in your email: "Please note failure to deliver within the agreed time and after the agreed deadline is a breach under the Consumer Rights Act 2015. Time is essential. Please deliver the items without undue delay."