Innovation: Swytch seemed to be a terrific innovation in 2020. Since then, however, the innovation seems to have dropped off, sacrificing performance and reliability for portability and convenience. Ordering: Invariably, the ordering process was riddled with errors and technical difficulties and several follow-up communications ensued each time. Delivery: Unfortunately, the production is done in the Far East (of course). Despite unforeseen world events my first kit arrived close to schedule; the second one was delayed by half a year, and no delivery of the A-Frame bracket was ever achieved "due to production and quality issues". Performance: Great to begin with the ECO model (Gen. 2), but poor performance of successive "upgrades" (AIR). Glad to have it, but I will try more affordable competitors with rear-wheel drive in the future. (Front-wheel drive is poor for off-road climbs.) Compatibility: While the motor and pedal sensor through successive generations has been (until recently) preserved, the battery pack assembly has not. I managed to mount the ECO and the AIR on my bike such that I can switch (no pun intended) between the two as needed, but - unless you are technically knowledgeable and skilled - this requires physically re-plugging the motor and the pedal sensor, which is better than having only to rely on one kit. Swytch could have offered a compatibility kit to make this possible, but in spite of their innovation, they did not, which is disappointing and one of my main reasons for not continuing with with Swytch products. Support: Somewhere between mediocre and pretty good, depending on what you require, but the ticket system is not user-friendly. You can not have more than one active issue at a time, which means you may have to address multiple problems or questions in one single long confusing thread of emails and feeds until the case is closed. Multiple support agents will handle one ticket, which can be frustrating depending upon how well each one understands the communication and the issues. Nevertheless, issues do get resolved, but one must be resilient and patient and communicate as clearly as possible, using proper terminology (e.g., easy to confuse the Battery Charge Indicator with the PAS Battery Level Indicator). Swytch Experience: I was quite happy with my first Swytch kit: the second generation ECO model. It performed/performs well, but the battery pack bracket developed a defect that disabled the communication between the pedal sensor and the motor. After much back and forth with Support, they did replace the battery bracket at no additional cost even though the one-year warranty had expired. The replacement bracket developed the same defect and was replaced again. That was great, but it took a lot of time and effort. Luckily, this third bracket is still working after about 6 months of use. Then came the third generation AIR model. Nicely compact, but the performance was/is very disappointing compared to ECO, particularly during climbs at power levels 3, 2, or 1. It often can't deliver and the motor cuts out during the climb even if the Battery Charge Indicator and the PAS Battery Level Indicator are at level 4 (out of 5). After about a 40 to 75 second "recovery", the battery is able to deliver a short burst of power before cutting out again soon thereafter. It is annoying to say the least. Swytch recommends always charging the battery pack even after the shortest of rides, which is a nuisance and not required for conventional e-bikes. I had ordered an A-Frame bracket for AIR, but it never came... or was never flawlessly produced. I was given quite a runaround on this for months and in the end demanded a refund, which they granted. Swytch provided a seat bracket at no cost, which was better than nothing, yet not what I wanted. Nevertheless, it has allowed me to use AIR and ECO on the same bike and I am grateful for that. Despite all the grievances I have had with my Swytch bike, I love it and use it for daily commuting, running errands, and an occasional 30 km bike tour. It has enhanced my cycling experience greatly and I will be sad when the batteries wear out or an essential component breaks down again.