Fitbit customer support feedback

[CBH19]

I bought one of these Blaze watches back in January 2018. After having it for less than a month, the time was not accurate. Called Fitbit support and they told me my account was hacked and had me reset app as if it were a new device.

Then the beginning of June same problem, however, no hack this time. Spent over a month trying to get it to work with my phone and iPad, both. The whole time contacting customer support. No one really seemed interested in fixing my issue. Horrible support on their behalf. They told me my device was replaced under warranty, which was not the case.

It took two phone conversations, one online chat session and 12 emails to get anywhere with Fitbit. Then they wanted to give me a refurbished item. I said the one on my wrist wasn't refurbished, so I would not accept that. They did acknowledge the replacement was not done by me back in January, but still would not make my issue right with a brand new device. I asked for a phone call back from a supervisor through email and they told me they could not call me because they were email support, not phone support in three different emails. Not one person was the same person I dealt with the previous time either.

Beware of Fitbit support. Horrible, horrible experience. Would not recommend to anyone due to support being so bad.

Moderator edit: subject for clarity

[AlejandraFitbit]

A warm welcome to the Community @CBH19.

I am sorry to hear about the issue you experienced with your Blaze and appreciate the feedback provided about our support team.

I would like to know if you keep having issues with your Blaze? If you do, I recommend changing your timezone to a complete different one, sync, put the correct time and sync again. You can change the timezone by following the instructions in the help article How do I change the time on my Fitbit device?.

Now, if the issue is directly with syncing, follow the steps in the help article Why won't my Fitbit device sync?. Keep in mind that in order to see your information updated in the Blaze, it needs to be constantly syncing.

I hope this helps, let me know the outcome. 

[CBH19]

Your solution does not change anything. The real issue here is that Fitbit customer support does not seem to want to resolve my issue when it takes so many attempts to get there. Now I'm up to comments in this community, 12 emails, two phone conversations and one online chat. I do IT services for the company I work for, so I understand these aspects and how to try to get around the issues when a device or system is being difficult. When your customer support tells me they cannot communicate with the customer by making a simple phone call, not real sure where to go with that!!! I had to suggest the possibility of sending my issue to the phone support side to get it done before anything happened there....Why is the customer having to make that suggestion to get the support for your products? I have the email saved where I was told that if you would like to see it. I have been trying multiple things: restarting device, syncing device with other devices (phone, computer and IPad). I have changed the time as you just mentioned. I have it working for a week and then right back to not telling time again or maybe texts don't show up on device for awhile. For the moment the time is working and so are the texts. It is ironic that while I continue to complain about your support, it starts doing the things it is supposed to do. My phone hasn't been more than four feet from my device at anytime, except maybe when it's charging. I know at that point I have to get the device to sync again, but the problem is sometimes it won't right away. Again, why does it take so much to get your companies attention before action is taken. Of course then Fitbit wants to give me a refurbished device to replace my new one. I don't want someone else's issues when the warranty doesn't exist for more than a month or so after replacement. This isn't the only device I have of your companies that has issues. My wife has a Charge 2 where the wrist bands detach from the device without her doing anything. She thought maybe it's the wristband, but no, she bought two different name brand Fitbit wristbands and both did the exact same thing. These are the products you sell and they don't work with your device. The solution I was given on that was....Hey we can send you some other wristbands. Why would I accept additional wristbands when that is obviously not the correct solution knowing I have already tried it???  Again....HORRIBLE customer support and a less than adequate solutions.