Community Moderator Alumni are previous members of the Moderation Team, which ensures conversations are friendly, factual, and on-topic. Moderators are here to answer questions, escalate bugs, and make sure your voice is heard by the larger Fitbit team. Learn more
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Community Moderator Alumni are previous members of the Moderation Team, which ensures conversations are friendly, factual, and on-topic. Moderators are here to answer questions, escalate bugs, and make sure your voice is heard by the larger Fitbit team. Learn more
Best Answer
Community Moderator Alumni are previous members of the Moderation Team, which ensures conversations are friendly, factual, and on-topic. Moderators are here to answer questions, escalate bugs, and make sure your voice is heard by the larger Fitbit team. Learn more
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5-27-2019 UPDATE: FitBit contacted me via email about my experience. All they cared about was that I also have a Blaze watch paired to my email. Well... Yes. We have TWO Blaze watches. There was no mention of the bad customer service, aside from a very generic, standard apology. If anything, this is just another reason to avoid FitBit. They really do not care at all about their customers.
Also, just so everyone is aware--the latest update for FitBit's Ionic Watch, a $200+ watch, is being bricked after users attempt to update it with the latest firmware. FitBit's response was to blame their customers (sauce: https://www.androidauthority.com/fitbit-ionic-faulty-update-1122838/). BTW--the black screens and failure to restart after a hard reset is the SAME EXACT ISSUE the Blaze has!!!
Well, Sonni_Girl, at least they gave you a coupon for another device. Let me tell you what happened to me...
My husband's watch (Blaze) has the exact issue everyone in this forum has spoken about. I got on chat with FitBit customer support yesterday, explained my issue to an agent named Chuck, and asked what I should do. Chuck's troubleshooting response--aside from repeating EXACTLY what is already on this forum--was to tell me that, according to the watch warranty, we already received a replacement FitBit Blaze in March 2017. We did, but the replacement watch isn't showing up on my husband's FitBit account. When I tried to troubleshoot this more to figure out what we did with the replacement watch--because we MOST LIKELY did receive it--Chuck got irritated with me, low-key accused me of trying to steal from FitBit, then hung up the chat on me while I was typing some questions about troubleshooting to him.
So then I called FitBit. When I finally got a lady customer service agent on the phone and told her about my bad experience with Chuck plus the issues with the watch, she sighed and went, "Yeah, okay, well, sorry about your experience." She then refused to help with me troubleshooting any issues with the watch aside from telling me I need to do a hard restart (WOW! Same advice that's on the forum... So glad I wasted time with FitBit's rude customer service agents).
My husband got me started wearing FitBit in 2015 and I've had a Premium account since 2017. I encouraged my mother, my father, and my sister to all also wear FitBit so we can participate with each other in weekly challenges. However, my father does not like the FitBit. My mother continues to have the same issues with her watch as my husband does with his watch (they both have the Blaze, which apparently has some defective models as multiple people are experiencing the same problem, but FitBit doesn't care about that, I guess). And the customer service I received was so poor and, moreover, so rude, all five of us talked last night and have just decided we should probably abandon FitBit for a better company, like Apple or Google (which, in my experience, both have very good customer service). By the way, when my mother has contacted FitBit customer support twice before, she also received agents who were either rude or completely indifferent and very unhelpful.
By the way, they don't even make the FitBit Blaze watch anymore, so at minimum, Chuck or the customer service lady could've at least helped me find a similar watch on FitBit to buy (my plan was to purchase a new FitBit last night if customer support couldn't solve the issue, but they were so unhelpful and so uncaring, I was like "nope. Don't wanna spend $200 for another defective watch so I can have FitBit be super rude to me again when it breaks."). Just FYI, an older version of the Apple Watch is $30 less than FitBit's newest watch, and I know I can count on even an OLD Apple product to work. Hearing FitBit's customer service people both say, "Well, it's an old watch. That's why we can't help you" is the equivalent of saying, "You haven't spent enough money, so go spend more money and then we can help." Meanwhile, I'm on iPhone 7 and Apple support will cross flooded rivers and fiery deserts to help me with the most minimum of issues.
Just a friendly tip for everyone--don't call customer support about this issue. They will give you zero new information, will offer no other type of help (not even anecdotal), and will tell you they can't help you because your watch is too old. 🙂 So... $200 for a new (possibly defective from the manufacturer) FitBit Versa, bad customer support, and an expiration tag (because after a certain number of years, the Versa will be "too old" for them to help with, too!)... or $170 for an older generation Apple Watch that comes with full, FRIENDLY customer support until the end of time. At this point, it seems stupid for the five of us to continue on with FitBit when there are companies that would clearly appreciate our business more.
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