Feedback about Customer Support

[Hadoken]

Hi,

Is it usual behaviour for Fitbit Customer Support to not contact their customers? I am having issues with my Ionic and after liaising with support they will be offering me a replacement. I have sent all my relevant details, then had to send further information on Sunday. Since then I haven't received A.SINGLE.EMAIL to my replies - I've sent one or two per day since Tuesday. 

I have also contacted them on Twitter and they have only DM'd me twice since and once to say that there is usually a 2-day delay on replies but it is almost a week now.

Anyone else receive this kind of customer service from Fitbit? It has to be one of the poorest I've ever encountered. 

Moderator edit: Subject for clarity

[Odyssey13]

Hi @Hadoken  a moderator has been notified about your post and will be by to assist you. Thanks for coming here.

[Hadoken]

Hi Odyssey, 

Thanks for the reply. I won't hold my breath waiting just yet. It's been a week now. The last email from Fitbit was to confirm my address as they couldn't verify it. I'm more concerned that they will come back and ask for a further confirmation and the whole process will repeat itself. 

All I really wanted last week was someone from customer support to reply, any reply, just to confirm the address is coming up on their system and then as to the status of the case, if no further updates, just say that - something along the lines of 'we are processing your case/order'. This hearing nothing is ridiculous. 

I've always been happy with my Ionic and even went so far as to recommend my partner get a Versa, which she did, and we bought my mother an Alta. Now that I've seen what level of customer support Fitbit offer, I will not be getting or recommending a Fitbit in future.

Regards,

A really p*&&ed off customer.

[YojanaFitbit]

I've noticed you are new around @Hadoke, thanks a million for sharing your feedback with us. 

Sorry about what happened to your Fitbit. We strive for excellent customer service and customer satisfaction remains our number one goal. Your comments are greatly appreciated. I've checked with our support team and apparently they already took your case under their wings. In this case it's best if you wait until you get the next email, since the system automatically organized emails according to the last date they were sent. 

Please keep an eye in your email inbox, you'll get some information about your case shortly.

Thanks for your help @Odyssey13.

Please let me know if you need anything else.

[Hadoken]

Ah here, what drivel are you spouting now. 

I already said I got an email with regards to my case. That is the whole point! I have not received an email on the status of my replacement case FOR OVER A WEEK!! 

I have contacted Fitbit Support on Twitter via DM and sent several emails (replying directly to a mail on my case), almost daily since last Sunday and have yet to get a single reply.

Did you even read my last post?

[Hadoken]

See - I told you I wouldn't hold my breath! Still no reply. I really didn't know how poor Fitbit were with regards to customer service until I had to use them. 

Probably the worst I've ever dealt with and there has been some shockers.

[Hadoken]

For anyone that wants to know how poor customer support is - been in touch via live chat and I get the same replies i.e. your case is still being handled by the right department and we suggest you wait for their email 24-48 hours. Same bloody reply every day by all Fitbit contacts via Twitter, on here and live support.

[Odyssey13]

@Hadoken  when dealing with support, it's probably best to stay with the initial contact rather than spread it to different areas. From live chat, Twitter and the Fitbit forums, you've been in touch with many people. Each email you send puts you at the end of the queue, so multiple emails might be slowing this down, too. Please know they are doing their best and sometimes what they need to know isn't available on the weekend. I don't have many products where support is there all the time. Often when I call, I find support is gone for the weekend. My internet provider has limited sources available at night and on weekends. Fitbit is here more than my internet.

[Hadoken]

Yeah but you are probably biased towards Fitbit and going to back them no matter what - no offence. My internet provider doesn't take 7 days to get back to me, when they say they'll get back to me or ask me a question and I reply, they get back in less than 24 hours. Not over 6 business days.

[Hadoken]

See - persistent checking has paid off! I finally got in touch with another live chat member on support and they managed to get everything sorted. Address now entered on the system and order placed. They used the same details I sent 8 days ago so not sure why this couldn't have been actioned before. 

Anyway, this will be my last Fitbit, even though I did really like my Ionic. I just can't be dealing with inept support who don't have the decency to reply.

[Am61]

11 days since I submitted my replacement request form, still no reply! Decided to return today, let's see when - if at all!! - they will get back to me with a return authorization code! Awful, never seen such poor services in the UK if I'm honest....

[zerodameaon]

Their support is awful, I would not expect much help from those above.