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Feedback -customer service

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‎07-05-2022 11:31 - last edited on ‎07-07-2022 18:52 by Fitbit Moderator

‎07-05-2022 11:31 - last edited on ‎07-07-2022 18:52 by Fitbit Moderator

Hello,

This is regarding the customer service department and how incompetent and bad the department is in handling my issue and with no way to escalate to upper management. My fitbit stopped charging. After investigation the rep mentioned it's under warranty and we will replace it. Please check your email and select the option. she mentioned it will be expedited. I got the email and selected the fitbit. After that I didnt receive any order number. I called after two days and the person mentioned there is a problem with order on their side and someone will contact me. Today i called twice and each time the new rep wants to find out entire history before checking what's the issue even though i gave the case number. then finally a rep is mentioned i need to return the device before they can send replacement. I asked is there any way to escalate. No. Really poor handling. this is how you lose customers with bad support.

Moderator edit:  updated subject for clarity

 

 

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‎07-05-2022 11:52

‎07-05-2022 11:52

Hi @sharinat1  you didn't mention which Fitbit you have. Each time you call, you probably get a different customer service representative and they have certain steps to take with each call to ensure they have the proper information. Sorry you're having problems, but if they want it returned, you'll need to wait for that information from them. The community forums are just members who use the product and we can't help you get things done any faster.

Stepping in the U.S.A. since September 2013. Android 14

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‎07-07-2022 18:52

In response to Odyssey13

‎07-07-2022 18:52

@Odyssey13 , Thank you for  your help and sharing your infos. 

 

@sharinat1 , A warm welcome to the Community! Thank you for your message and feedback. 

I apologize for the experience you are having as this is not the one we want for our users. 

 Your feedback is important as it will help us improve our services and products. 

 

I've requested information about your case and was confirmed that your case has been escalated and is being worked on. 

You should receive soon an email. 

Please keep an eye on your inbox. 

 

See you around 

JuanFitbit | Community Moderator, Fitbit. Hat dir mein Beitrag geholfen dann markier ihn als Lösung und gib mir Kudos !! Habt ihr Tipps um fitter zu werden? Lifestyle Discussion forum.

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