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Customer service experience

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‎08-09-2017 01:05 - last edited on ‎08-10-2017 10:07 by Fitbit Moderator

‎08-09-2017 01:05 - last edited on ‎08-10-2017 10:07 by Fitbit Moderator

POOR CUSTOMER SERVICE FROM FITBIT

 

Poor customer service from Fitbit, despite being on the phone to them regarding the faulty button on Blaze that is stopping me from acknowledging alarms or being able to reset device when the forum troll you, when asking if the device has been reset to clear faults.

Was on the phone for 15 mins to an advisor, who asked me to follow steps on getting the issue resolved. Went through all the question to ascertain my ID.

I proceeded to tell advisor what the issue was, and what I had tried with the faulty pebble, shutdown, restart, no joy.

He advised me on the next steps, which was that I record a short video and post it back to FitBit with the case number clearly visible in the background and demonstrating the reset procedure that I was trying to carry out.

 

I understand we live in sceptical times, so was not disturbed by their reasonable request to the get the issue resolved.

 

****IMPORTANT BIT****

Before signing off, the advisor asked me where I purchased the device, I explained it was purchased directly from FitBit originally March 2016, and that my current pebble was replacement which was provided in March 2017 because of identical issue. The advisor confirmed this by stating “Ah yes we can see you purchased the Blaze online from us in March 2016”. He confirmed that that he will send email with case number and I was to reply to email with videos.

***********

So I made the two videos demonstrating the reset procedure, one with watch strap and one without, and replied to email with links to video.

 

So I got a reply late last night, and to my surprise it was email questioning the validity of my purchase as they could not find any record of my purchase, and proceed to ask me for proof of purchase despite being told by advisor that he could see when I purchased my device from FitBit directly earlier in the day. Delaying tactic or being trolled, but I am not clearly impressed, and will push for refund.

 

Moderator edit: Updated subject for clarity 

Best Answer
1 REPLY 1

‎08-10-2017 10:18

‎08-10-2017 10:18

A warm welcome to the Community @Kotli! I appreciate the time that you took to post your experience here. I apologize for the misunderstanding you had with Customer Service, Fitbit is always trying to improve your experience with them and your feedback is truly appreciated. 

 

I got in touch with Customer Support and they were able to confirm that gladly your issue has been resolved with them. Hope you can continue using your tracker and continue being a member of the Fitbit family. 

 

Don't forget to get back if you need any additional tips or participate in the Discussions Board and get healthy tips or meet new people. 

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Best Answer