I will never recommend Fitbit to anyone. I called in today about my Versa Fitbit because the screen is blank/black and it won’t turn on at all. This is after I had a watch that would not charge properly so Fitbit sent me out this watch that is now blank. Shockley when I called in the Customer Service Rep told me my email was wrong and there was no account associated with my email and told me she could move no further then hung up on me. Literally right after she hung up she sent me an email asking me to verify my email address. Wait it gets better she told me her name was Christina and the email said the name was from Shaggy.
Called back in after being hung up on and got a person name Chris. He asked me to verify my email address and I asked him. Why did I verify my email address if I had already verified it previously his response was it’s a new protocol and it must be verified on every call to every person I speak with. So from there after I verified it, he told me he couldn’t see that it was verified and was about to hang up on me like the last person did until I pulled rank and gave him my credentials being a worker and IT technician at Google. From there, he apologized but told me he couldn’t transfer me to anyone because his system was down and he needed to stay on hold with me for 20 minutes as I contacted someone to try to see what was really going on.
After I spoke with Chris, I got a person named Carlos and told him I simply wanted to be refunded for my membership (I pay annually), and for the faulty equipment that was sent out recently. I mentioned it did not have to be a full refund. It could be a partial refund, but I wanted a refund. Carlos was fantastic and transferred me over to a supervisor who was not he would not provide me his name and he said that he could do nothing to help me because he didn’t have authorization but he was the highest level of support that I can reach at Fitbit. This didn’t make sense to me so I asked him did he have a supervisor or someone else that could help me because my issue wasn’t resolved. He told me he would be willing to send me out a new watch but nothing else told me I would need to wait 30 minutes to receive an email to give the mailing address, where the Fitbit needed to come said he could not wait on the phone to assist me. I was still talking in the supervisor told me to have a good day and hung up on me. Long story short the email never came and now I have no way to contact them unless I call back in. I’ve waited on the phone for more than two hours and had two people hang up on me with a third wanting to. I will never recommend Fitbit to anyone and I’m switching to Apple watches for now on.
Moderator Edit: Clarified subject
