Rodrigo. I'm sure we all appreciate that you have at least put your head above the parapet to address the comments. You are the only one that has. However, the fact that you learnt about the problem from the forum exactly encapsulates the issue.
Most if not all who have posted in this thread have dealt with your customer service team. Most if not all will have been left frustrated and angry by that experience. Those of who asked how we escalate or make a formal complaint have been told there is no process.
So where is the joined up thinking in Fitbit? How do you raise this internally so that concerns get properly addressed. What do you do now? How do you stop this happening again?
You gave your personal opinion that there have been delays in the supply chain that have been outside the control of fitbit. You'll see from the forum that most don't believe that. Most believe that fitbit knew about the issues but chose to ignore them because they simply don't care about their customers, other than taking their money.
Even I'd it is a supply chain issue outside the control of fitbit, it is not outside the responsibility of fitbit. Fitbit chose the supply chain, not the customers. Even if fitbit are responsible, they can apologise. They can chase on behalf of the customer, not tell the customer its their responsible to do that. They can keep customers updated, not just tell them to wait. They can offer the customer something by way of apology. Let's remember that customers coming direct to fitbit are more profitable than those who go via a retailer.
So thank you genuinely for your opinion. But where is the official apology and explanation from fitbit to all those so badly let down and where is the official complaint/ escalation process for those of us who want to take it further?
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