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Feedback about Support team

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‎12-28-2022 11:10 - last edited on ‎01-09-2023 15:23 by Fitbit Moderator

‎12-28-2022 11:10 - last edited on ‎01-09-2023 15:23 by Fitbit Moderator

I was unable to leave feedback/receive a survey after my online chat experience and the customer service phone number told me to post it here. 

My Fitbit broke under warranty, I submitted a claim and got a replacement. It took 3 weeks and it was the wrong color. 

I spoke to ANDREA on chat who said she would expedite the process and when I asked if there was an option to buy a same-day-replacement she said "Sure". This is not the case, this is not possible. I can order a brand new device online only with shipping, and it's only 50% off. Or I can wait another 3 weeks for a free replacement. I found out ANDREA lied by speaking to JULIET who was completely inflexible and inhuman. I would have been happier with a robot/ai than with Juliet. She had no way to add any notes or do anything to expedite the process for the second return. She had no one she could escalate to. Because of JULIET I have sworn off Fitbit devices. 

 

Moderator Edit: Clarified subject

Best Answer
3 REPLIES 3

‎12-28-2022 13:16

‎12-28-2022 13:16

@Rogerk182 Welcome to the Fitbit ccommunity!

Sad to hear about your recent experiences with customer support. Something must have gone terribly wrong with your issue.

Please wait a few hours for one of the Fitbit community moderators to help you get things cleared.

Stefan
Charge, Charge HR, Blaze, Versa, Versa 2, Charge 5, Charge 6, Versa 4, Aria, Aria 2, Pixel 4a, Pixel 7
Best Answer

‎01-01-2023 07:18

In response to Talahthas

‎01-01-2023 07:18

By a few hours, do you mean a few days? Because I still haven't heard anything from a "Fitbit community moderator"

Best Answer

‎01-09-2023 14:27 - last edited on ‎08-03-2024 08:31 by Fitbit Moderator

In response to Rogerk182

‎01-09-2023 14:27 - last edited on ‎08-03-2024 08:31 by Fitbit Moderator

Welcome to the Community, @Rogerk182. @Talahthas Thanks for your help.

Thanks for the detailed information and the time taken while contacting our Support team. I apologize for the experience that you've had, as well as the delay in our response. Our team constantly works to improve our devices and services, and the input we receive from our members is truly appreciated as it's a big part of the process.

I've requested a new case on your behalf so our team can review your details and provide you with assistance. Please keep an eye on your inbox, they'll get in touch with you soon.

Best Answer
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