Australian Support is non existent!

[maw1900]

Does anyone have contact details for someone in Fitbit management that can hear a complaint and make something happen. I have it in writing from a member of Fitbit Support that "there is no direct channel for complaints".

In case there is a Fitbit employee on here monitoring the posts, I'll explain the complete lack of customer service.

Friday 19th Jan - Purchased a Charge 5 (on the recommendation of my doctor because of its ability to record ECG). Set up watch but ECG wouldn't work. From day 1, Phone app said Health Assessments were on a ready but the ECG app on the Watch told me to set up the app on the phone and "Can't find phone". Steps Heart rate etc update to phone but ECG wouldn't work. I would get regular message pop-ups saying that "...unable to update / install one or more apps".

Saturday 20th spent a few hours on this community board trying various things to make it work. It didn't.

Sunday 21st contacted online chat support. Was allocated a case number and given instructions to uninstall and reinstall. Did this but still same result.

Sunday 21st contacted online chat again (different person and new case number). Different procedure to try to get a clean install but again same result. Case referred up.

Sunday 21st 13:38 received email (new case number) with instructions again to delete and reload with a factory reset. Replied 14:22 explaining carried out instructions to the letter but exactly the same result and by the way it is still dragging step count data back in even with Factory reset so install is not completely clean.

Monday 22nd email from same case manager asking me to provide name and address of supplier of watch so they could "review options". Replied 09:16 same day.

Tuesday 23rd had heard nothing so emailed the case manager chasing up.

Wednesday 24th had still heard nothing. Decided at least I could reach someone with online chat. Did so but they established that it was an ongoing case with the Australian team so they couldn't help me and I would have to wait for their reply. Asked them to chase the team.

Thursday 25th still nothing. Back to Online chat again explaining I wished to make a formal complaint. Agent told me I would have to send that to the Australian team as it was an active case ... but I explained that's who I wanted to complain about. Went through the saga and they promised to chase up.

Thursday 25th 13:10 a response by email from a different person (another case number). Advised me no direct channel for complaints but told me to update to the latest version of the software. Replied detailing the sorry saga and pointing out that as had been made clear at least three times so far I couldn't do as asked as the app kept telling me "unable to update / install". Pleaded for help as to what to do next.

Friday 26th nothing (although was a public holiday in Australia)

Saturday 27th and Sunday 28th absolutely nothing

Monday 29th 07:25 I responded to the email again pointing out that it was now day 10 and again no one is responding to me. 15:46 and still no contact hence seeking help from anyone in community that might be an employee.

[MsDRides]

I’m having the same problem at the moment: my Versa 2 screen is just static 2 1/2 months after it arrived (it itself was a replacement for the last one I bought, which lasted perhaps three months) — chatted with online support a few days ago, was assured it was being referred to the Australian team, crickets since. Am going to see if complaining on Twitter does anything. Will let you know if it works! Hope yours has been resolved.

[maw1900]

Two weeks on from my post and sadly no. My experience is that I'm 3 1/2 weeks in to ownership and the issue is still not resolved. I have been told that there are "Operational issues" with the Australia/Singapore support team which is meaning delays. I reply to them same day but it is often 3 or 4 days between their replies. For the first 2 1/2 weeks it was a different person every time, who hadn't read the past info (I'm now on my 5th case number) and they would just tell me to do exactly the same thing. I did point out that doing exactly the same thing over and over again and expecting a different result is the definition of insanity! I've done far more problem solving to isolate the symptoms of the fault and pinpoint the specific issue than the support team.

What I have found is that if you go to online chat again you get the US team; they will tell you that they can't help (as it's now with the Australia/Singapore team) but if you complain to them about the lack of customer service they will send them a msg which normally prompts some action.

I'm still holding out a small hope that they can solve it as I've finally been referred up to a higher tier support ... although having said that when I sent a very detailed explanation of what I had done and why I believe that the glitch is with the ECG microservice API initial install, I got the response ... "what's a microservice?". Looks like I may need to get another few levels up the tech chain yet.