Switched to MFP this week.... I just sent this to corporate,
Vivian L and Fitbit Corporate
You should really check the Fitbit forums regarding the new UI. The overwhelming consensus is that it is awful and cumbersome. The moderators on the forums have been SILENT for the most part, but have attempted to silence some critics of the UI by removing their posts. While censoring posts may be good optics, it usually doesn’t work, because those critiques get reposted to forums beyond your censorship. I tried to use the new UI to log my food, but like the majority of users who are posting on the forums, I found it difficult to log, was quirky and had a significant loss of functionality (logging decimals, etc.) In addition with the decision by corporate to discontinue Premium reports including benchmarking, my decision to move to a competitive platform was made easy. I have moved my logging to the Under Armour platform, My Fitness Pal. While MFP may be less graphically "pretty" than the fitbit UI, it has the reporting capabilities that I require, including weekly reports and metrics. When my VERSA eventually breaks, I will purchase a tracker from one of your competitors.
What I find extremely troubling is the amount of misinformation, I received from different levels within your customer service department regarding the "Premium" renewal issue. Further, after it was determined that Premium was no longer being offered, I received an email the following day asking me to RENEW my premium subscription, which I found comical but disturbing. When I clicked on the link in the email, it directed me to the premium product page that no longer exists, (image attached) and when you click on the link on that page, it redirects you to the Coach product. From my understanding, Fitbit made the decision in mid 2018 to discontinue Premium reporting and honored current subscriptions until their next renewal. My subscription ended February 5th. Since no one has been allowed to renew starting in 2018, why did your customer service teams NOT know that the product was discontinued when I contacted them? Didn't they all get training on current product availability, and WHY would I still receive an email with hyperlinks to the NO LONGER AVAILABLE Premium, (automated email, bait and switch)? These incidents are but symptoms of a much deeper dysfunction that appears to exist within your company including (1) lack of unified messaging and strategy communicated to all strata within the company and particularly to those individuals who interface with customers (2) lack of training (3) Attrition and talent bleed (4) lack of infrastructure or lack of stewardship. My guess is that given the chaos and misinformation I experienced as well as the lack of response to the problems with the new UI, and ignoring your customer's complaints, it may be a moot issue and FitBit will eventually implode. When you ignore the concerns of your customers, they become former customers, like me.
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