Feedback about Charge 5 support

[Porridge51]

I have started to feel that a lack of apparent concern from Fitbit/Google shown in the many many posts could be an indication that the support we are receiving via on line/forum is being provided by an AI facility?

The fact that each person seems to be receiving the same response, as if it is occurring for the first time, makes me doubt whether the whole matter is actually being assessed and escalated within the management of the support and product groups?

It may sound a little far fetched but I just cannot understand why a company would allow this level of problems to reach the point it has where customers are openly discussing alternative products and suppliers as a direct consequence of the faulty update and perhaps more importantly the apparent lack of concern?

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Porridge51  interesting thought, but I don't think they are using AI on the forums. Moderators are Fitbit employees and often they do repeat the same post, especially in a long thread, so people can know what's going on. Not everyone will read all the posts in a particular thread and they might miss out on what the Moderator needs to share about a situation. I think many who post on a forum uses the copy and paste from a previous post. It's something that saves time in replying to a similar question from multiple people in several threads. I've done it myself to save time on typing everything out several times.

[Porridge51]

Many thanks for replying, Yes I understand the need for copying useful tips and suggestions which for the same problem, will be pretty much similar.

This doesn’t however explain the lack of apparent concern though, with the volume of similar complaints and the lack of any attempt to explain or provide  proactive management response.

Where is the escalation and realisation that this many people reporting the same issues needs an escalation and management response as opposed to just allowing each incident to be treated as a new one? I wonder?

[Triletics]

@Porridge51 Moderators probably have to follow internal guidelines of what they can and can't say. I believe, most responses use company-approved templates prepared to respond to some generic problems. In fact, AI would generate each response slightly differently so that you'd not even question whether it's a human or AI responding.