Feedback about Customer Service and replacement received

[THOR163]

Fed up waiting on a replacement, over a month now getting excuse after excuse chat line a waste of time on the line for over 45 minutes trying to rectify problem to be told it would be replaced still no luck told it will be dealt with via emails still nothing. 

Would never deal with this company again.

Moderator Edit: Clarified subject and formatting 

[CindyMFitbit]

Welcome to the Community Forums @THOR163. 

I appreciate your participation in the Forums and for sharing your feedback about the experience with the replacement process. I understand how you are feeling about this situation. Our team is always working on improving our devices and user experiences, and your comments are always welcome.

I was able to see that you have reached out to our Support Team and as they have mentioned to you, they forwarded your case to our higher support team. Please stay tuned to your inbox, some will reach out to you once they have a resolution to your issue.

See you around. 

[THOR163]

What's the difference referring me to a higher support group is that because the support group is uselessSent from my Galaxy

[CindyMFitbit]

Thanks for your response. 

I understand that this can be very frustrating, but please note it was referred to a higher support level, because they already have all the details and special tools to continue assisting you. Thank you for your patience while dealing with this situation.

Catch you later.

[THOR163]

What is higher supportSent from my Galaxy

[JuanFitbit]

@THOR163  Nice to see you back. When a case is escalated to a higher support tier, it means that you case needs a deeper research, so that it will be reviewed by another specialist or specialist team. 

Hope this clears your question out. 

See you around. 

[Nenkaman]

Only 1 month, I returned mine after ownership of only 4 days, they agreed it was faulty and offered a replacement, heard nothing for 6 weeks, can’t get anybody to talk to me, chat is useless, just fobbed off constantly. 

[Nenkaman]

I have to agree with Thor, upgrading to a higher tier is rubbish, I have waited 6 weeks for my replacement, told to wait to be reached out to, just call people and explain the problem, this system is not fit for purpose as it achieves nothing 

[THOR163]

Must be the best chat line ever at telling you nothing constructive.

I'm getting a Micky Mouse watch next

[JuanFitbit]

@THOR163 Nice to see you back. Thank you for your feedback. 

@Nenkaman Thank you for your reply. I requested information about your case, and was informed, that you should have received news yesterday. Please check your inbox for them. If you cannot see find the message, please have a look at the spam/junk folder as sometimes the messages are redirected there. 

See you around.

[THOR163]

Still no reply not holding my breath absolute disgrace

[Nenkaman]

Well I have news Thor, I finally got an mail & apology on Saturday after 44 days, and the replacement has been dispatched, I have a tracking number, so I think I am sorted, hopefully you should be on their list.

[THOR163]

Thank for the information Sent from my Galaxy