Negative Customer Support Experience

[miltosk]

Hello. 

i just wish to address my dissapointment on support.

Been a user of fitbit products since ages ago (aria , surge , etc) i always paid the premium as the support was top knotch and my issues were resolved one way or another with the help of the community or the customer service.

I've bought also the Ionic when it came out. The device has two specific issues.

1. Not counting steps correctly 

2 Not detecting the correct exercise. Instead of walking i'm recorded to do elliptical everyday

The answer from support was see those issues into generic information about the first issue and about the second was that my hand move in a way that is detected as elliptical. So i ask. As elliptical is a stationary device and walking you move from your axis how it's possible a device that cost 300 euros is not able to distinguish between those two?

Thanks

Moderator edit: Clarified subject

[LanuzaFitbit]

Welcome to the Forums @miltosk.

Thanks for sharing your feelings on the matter. I definitely understand how it can be frustrating.

If our support team sent you any troubleshooting steps, or testing, I'd recommend that you give them a shot and then reply to them. Please keep in mind that these issues have to be worked through and there is a certain process to check on them. I'm sure they will help you go through that process and continue to assist you after going through that process.

Let me know if there is anything I can do for you.

[miltosk]

Hello @LanuzaFitbit,

i've answered to the support providing also examples of the issues.

My frustration was addressed to the fact that i've asked specific questions and i was given generic
answers. 

At anycase your desk has now all the information required to provide a solution to my issue.

Thank you

Miltos

[LanuzaFitbit · Accepted solution]

Hello @miltosk.

Thanks for reaching back and updating me on the situation. Hopefully everything will work out the best way possible!

If you have the time, maybe you could visit one of our Discussion boards. Lots of topics to talk about with other users in there.

Feel free to let me know if there is anything I can help you with.