Feedback about Customer Service Response

[Sarahcoz76]

After completing the reported fixes when I found my Fitbit premium renewal from 5/22 was no longer reflected on my account, I contacted Customer Service who said it was Apple’s issue. Apparently Apple didn’t report the payment.

Apple: Yes we did, here’s your receipt. 

Fitbit says email the receipt to be escalated to our “Premium” support team.

Days later….no response or acknowledgement of the email. Fitbit customer service says I have to wait. The Premium department is busy.

Week+ later…no response or acknowledgment of the email. Fitbit customer service says the Premium department is very busy but they’ll let you know when it’s fixed. I just have to wait.

Weeks later….crickets. Fitbit customer service still says there busy. I say is there another solution such as, refund my subscription and I’ll purchase it again? No. Not an option. Only the Premium team has the power.

I ask for a supervisor. She said there’s no way to contact the premium team except via email, I just have to wait, her boss would not be anymore help because he doesn’t work with “the back office”…she used a lot of internal c

Moderator Edit: Clarified subject

[Sarahcoz76]

Post finished:

I ask for a supervisor. She said there’s no way to contact the premium team except via email, I just have to wait, her boss would not be anymore help because he doesn’t work with “the back office”…she used a lot of internal jargon and  I asked if she basically was saying she couldn’t help me, couldn’t direct me to anyone who could, had no idea how long a response time to expect because the Premium team is “back office” and have a different queue, she had no possible solution and I’d have to just wait.

Super.

My subscription renewed 5/22 and I haven’t had access to Premium. I can’t get an ETA on a resolution or a confirmation my request is in the right place. The Premium team is even illusive to the support staff!  I’ve switched between Apple and Fitbit a number of times but I will switch due to this awful customer service. 

[SilviaFitbit]

@Sarahcoz76 Hi there. 

Thank you for sharing detailed information about what you experienced. Your feedback and comments are appreciated, be sure that we're always striving to improve our services offered. 

Sorry to hear that since 5/22 no Premium subscription was displaying on your app. I was able to see that our team has been in touch with you, please continue the communication with them. 

See you around.