Customer Service experience

[lampdog]

Last week my Ionic device broke, so I talked to a Fitbit representative on live chat, after a half hour of different troubleshooting methods they came to the conclusion that my device was indeed broken, and that they would send me a replacement.  All went well, I got the confirmation that my Ionic replacement had been confirmed and that it would arrive in 5-7 days. After two days of no updates, I decided I should recycle my Fitbit unit as it is broken and my replacement had already been confirmed. Well yesterday my replacement for whatever reason was cancelled, I talked to someone else and they told me that now I would have to send them the Fitbit that I already recycled. I explained to them what had happened so they said they would transfer my case to a higher team. That "higher team" also told me to send it back. Now I'm short a $300 dollar device whose warranty is still valid, but that Fitbit is not respecting.

Moderator edit: updated subject for clarity

[MarreFitbit]

Hi @lampdog! Sorry to hear about the inconveniences you've been having with your Ionic replacement process. Thanks you for the thorough feedback for the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

My best recommendation is to keep chatting with them as your case has been escalated to the higher department as you were told. I do appreciate your feedback and will make sure to pass this along to your open case.