Feedback about customer service for Fitbit Premium

[Greenbike08]

I am looking to be able to give feedback to Fitbit. This summer my Alta HR died, so I replaced it with a new device. When syncing it up to my account it asked if I wanted to do the Fitbit premium trial. While I had done so with my previous device the advertisement did not mention that it could not be received again. When I clicked yes, Fitbit charged me for an entire year. This was in July. They are now telling me in almost November that there is nothing they can do because I should have cancelled sooner. I reached out to them the very day I was charged. Not only have they not apologized or made the situation right by cancelling and refunding, but they have the audacity to mansplain it to me. If they just stopped and listened they would know how ridiculous they sound. They are not even hearing me. I am very well educated. I have my own thriving business. I do not need to be explained something so simple, when I. Reality it is a glitch in their advertisements to customers replacing devices. I will NEVER buy Fitbit again, and I will go out of my way to encourage others to buy from competitors also. What happened to common decency? 

Moderator Edit: Clarified subject

[YojanaFitbit]

Hi there, @Greenbike08. Welcome to the Community Forums.

Thanks for stopping by in the Community Forums and trying to troubleshoot the issue with your Premium subscription before reaching out. We‘re taking your comments and sentiments in regards to our products into consideration.

Sorry about this inconvenient, I've seen you received a response from our Support Team after posting here. If you have any questions regarding the outcome of your case, please feel free to contact our team back so they can clarify any doubt. 

See you around. 

[CollinM]

Why not fix this issue? It's in your premium code for years already and it causes a lot of angry users because they got blindsided by this as your code doesn't catch that they're not eligible.

[Greenbike08]

CollinM - thank you!! I totally agree. They aren’t fixing it because it makes them money. But it is going to loose them customers too! 

[Greenbike08]

They did absolutely nothing to fix the problem. All I received was condescending explanations as to why I was wrong. One “gentleman” on staff started to raise their voice at me and told me I need to lean to read. Really? Again, you have very educated customers. It is no longer about the money. It is about the wrong that has been done by your company. 

[YojanaFitbit]

Hi there, @CollinM and @Greenbike08. Thank you for sharing your comments.

We‘re taking your comments and sentiments in regards to our products and services into consideration and we're actively reviewing your responses and providing feedback to our team. We understand that the outcome of your case with our Support Team is not fulfilling your expectations, but thank you for taking the time to share your experiences. We're working really hard in improving this experience with Fitbit Premium.

I've sent the specific feedback about the interaction that you mentioned in your post.

Thank you for your understanding and for participating in our community.

[Guitarplayer]

An happy ending @Greenbike08 ?

[Greenbike08]

Haha, no. Nothing has changed. Just more condescending answers, no apologies, no taking of responsibility. The emails have been to explain customer service when in all reality they are only reemphasizing the lack of customer service that Fitbit has to offer.   

Thank you for asking though, @Guitarplayer ! I appreciate that. 

[CollinM]

@YojanaFitbit That's what you always say. And have been saying for years. Yet this issue persists. What exactly is the underlying issue why this is either so low priority or difficult to fix?

[Greenbike08]

Hi @YojanaFitbit,

I just wanted to share some great news.  Colorado just passed a law that may force Fitbit (and other subscriptions - but I’ve never had a problem with any other company) to not screw people over via false advertisement anymore, yay!! It’s about time. HB21-1239. 

Again, just wanted to give you an update on the good news, and also to let you know to not worry. I am still hard at work encouraging people to utilize competing brands when making purchase for self and/or loved ones, and I am quite the salesperson! 

thanks

[Greenbike08]

And refunding the improperly charged amount would have been much less of a monetary loss for Fitbit (and loss of integrity) than having wronged customers sharing their experience with other active friends who enjoy purchasing for their hobbies . Just a thought. 

thank you