Feedback about Premium and customer support

[dianemm3033]

I'm using this as a review of my experience with Fitbit in hopes to steer potential buyers to another company.

I was replacing my old Fitbit with the Charge5 in January. I had canceled my existing premium membership, but my premium services remained on my account through my billing period (which ended January 18). There was a sale that ended on January 15 for the Charge5 devices with an add-on option to "bundle & save" by adding 1 year of premium + 2-year protection plan for $39.98. I tried to purchase that bundle several times, but the Fitbit system wouldn't allow me to add a new premium membership to my account due to my existing premium membership not expiring yet.

After reaching out to Fitbit via chat and phone call (at least 4-5 times), all customer service agents assured me that the system would recognize that I was attempting to purchase the premium plan. They pushed me to purchase my cart as-is and that I would be prompted to set up my premium plan 3 days after my existing plan ended. Even though that was the suggestion I was continually given, that was clearly not a good choice.

Since that purchase, I've reached out to customer service via email, chat, phone call, and Twitter DM and they have completely ignored me. Every time I get in contact with a customer service agent, they direct me to their support email address, which has completely ignored me.

I was tricked into purchasing the Charge5 and 2-year protection plan at full price. I've been a loyal Fitbit user for years, I have even convinced 5 of my family members to purchase Fitbit devises, but this experience has completely tarnished the brand. Do not purchase a fitbit if you expect any level of customer support.

Moderator Edit: Clarified subject

[YojanaFitbit]

Hi there, @dianemm3033. Welcome to the Fitbit Community Forums.

Thanks for stopping by and to share your comments about your Fitbit experience. We‘re taking into consideration your comments and sentiments in regards to our products and services.

I really appreciate the time you've spent troubleshooting your Fitbit Premium. Sorry you feel that way about this interaction and I want you to know that we provide feedback to our team taking in consideration the information you share with us.

Thanks for your understanding.