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Good Experience with Customer Service

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‎04-26-2017 08:58

‎04-26-2017 08:58

I've been having problems with my new Charge 2 (purchased Feb. 2017) since the first week of April.  At the end of April, after half a dozen functions either disappeared or stopped working properly, I contacted Fitbit Customer Service via email first, then by phone the following day.

 

I have to give these folks some kudos.  I received an email response within 24 hours of my original message and, on the phone call, the rep was relatively quick to offer a replacement unit.  (It was pretty obvious that my current Charge 2 had completely lost its mind - it logged something close to eight HOURS of continuous active minutes while I was asleep!  I wish I had that much energy!)

 

Anyway, thank you to Fitbit Customer Service for a professional, helpful and not-too-painful experience!  🙂

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‎04-26-2017 12:46

‎04-26-2017 12:46

Welcome to the forums! That's always god to hear!

 

Hope to see you around the forums! Join in on the discussions forums!

Community Council Member

Wendy | CA | Moto G6 Android

Want to discuss ways to increase your activity? Visit the Lifestyle Forum

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‎05-09-2017 06:48

‎05-09-2017 06:48

Wow, totally different than my experience.  I ordered a Charge 2 since my HR bracket kept falling apart (holds charge plug, you all know).  I could not get it to setup, hours wasted on the phone with folks I could never really understand.  After my third call in, I finally got someone who knew what they were doing, we did some steps, and he determined it was busted and needed to be returned.  Expected me to pay to send it back, and could not send me a new one until it arrived back at their Plainfield, IN location.  He put me on hold and got approval to send me a FedEx label, didn't tell me it was really Pony Express (took a week to arrive at their location), they are still not processing a replacement, but promise to do so in 5 days, so I figure best case it will be over 2 weeks before I have a product I purchased that works.  Didn't use to be this way, no longer customer focused at all, as my family replaces units (6 of them) will look for another supplier.  From Still Waiting........

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