After dealing with a recurring rash on my wrist, from my Charge HR, I decided to try an upgrade to the Blaze. Just to give myself an option, I decided to order the additional stainless steel band for it. I figured if I swapped the tracker between the two bands every so often, I might save myself from another rash issue (I’ve never had any problems with steel or titanium watch bands).
Right out of the box, this is what I found with the metal links band:
There is a small clear plastic pouch at the very bottom of the box, containing three additional links.
Yeah, no way was that going to fit on my wrist. But, I know that with many watches, you can order additional links for your watch band — quite often, at no additional charge. So I logged onto the web site, and was greeted by the familiar little popup box in the lower right corner:
Here’s the chat that I had with “Myriam”
I shared this image with a friend who works for Apple Customer Care, and she shared my opinion that “Myriam” is a chat bot, rather than an actual human. How difficult is it for the average English-fluent human to understand exactly what I’m after? Was my writing unclear? At what point did I ever ask to be directed to the nearest jewelry or watch retailer?
So I called the toll-free number instead… was directed to another number… and spoke with a customer service representative there. After two or three brief periods on hold, he returned and suggested I visit a local jewelry shop or watch shop and get the additional links inserted. I couldn’t seem to get through to him that what I really needed was more links. Again, the language barrier.
Step #3: A private message to whoever is in charge of the Fitbit Facebook page/account. Here’s what happened:
So, it looks like I’m stuck. I suppose if there’s a 98 lb. triathlete out there in the market for a nice metal band for their Fitbit Blaze, they’ve come to the right spot. But the rest of us? Forget it.
Maybe I’m wrong on this, but it seems to me that if you want to help people GET IN SHAPE... it might be helpful to grasp the concept that they are OUT OF SHAPE when they buy your products. This means that they are HEAVIER and BIGGER, all over. My wrist is at least 8.5" circumference. I bought the Metal Links because I've never had a rash problem with stainless steel. I've had my Blaze less than a week, and I'm already seeing slight reddening, despite following all cleaning and care directions.
According to the box/packaging, there is a factory in China cranking out the metal bands. There must be a few people in this factory who sit there, 12 hours a day, putting together these little packages of extra links. How difficult would it be to have a box of little packages shipped to San Francisco, and mail them out, as needed? It's customer service, not rocket science.
I've had good experience with Fitbit (the company) in the past, but this incident reminds me of my Basset Hound dogs: big on heart, big on love, not always the sharpest tool in the shed. Bassets get lost easily, they don't always pay attention. And, they can be VERY STUBBORN.
Please pay attention to your customers. Find out who is buying your products. I don't really think you have a firm grasp on this.
And, Judas H. Priest, if you’re going to use chatbots, have the stones to own up to it. Don’t call them “Sales Specialists.” That’s just plain insulting.
Thanks,
--Randall Kowalik
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