Feedback about Support.

[JL-ATL]

 Just had a problem with my Ionic band.  Clasp fell off and is gone.    Called support and had real problems getting them to understand.  Finally given a case number and told to write the support number down and take a picture of the band along with the case number showing.  Typed number and took picture.

Told that was no good because the script said to hand write the number and I typed it.  Since the script said hand write that is what was needed.

Spent another 25 min waiting for supervisor who also kept repeating the script said to hand-write the number.

Unless someone at FitBit can give a reason typed is no good, the only conclusion is support consists of people who can do nothing but read scripts.

So how about it FitBit?   Is that the knowledge level of your support staff?

Moderator Edit: Clarified Subject.

[Rich_Laue]

Sorry about the issue your having @JL-ATL, you would need to contact Fitbit for an answer to your question. 

Asking in the community of Fitbit users may not be the best way to contact Fitbit.

[Rich_Laue]

Sorry about the issue your having @JL-ATL, you would need to contact Fitbit for an answer to your question. 

Asking in the community of Fitbit users may not be the best way to contact Fitbit.

In going to call in a moderator, but they are not the ones who make this kind of decision.

[JL-ATL]

Thanks Rich.   Problem is that my problem is with FitBit support.  Even getting a supervisor did not help as she kept repeating "it says hand written".   I just did not know who I could contact to express how frustrating and stupid that was.  I was hoping FitBit monitors this community postings and would get the message that way.  (If you have any number I can call or email that is not FitBit support I would appreciate it.)

[Rich_Laue]

There are a few moderators but they do not see everything, that is why I have called for a moderator to look into your experience, You should be getting a response within a day.

[MarcoGFitbit]

Hello @JL-ATL, have a warm welcome to the Fitbit Community, it's great to have you on board. It's nice to see you too @Rich_Laue, I hope you're doing well. 

I appreciate your particippation in the Forums and for sharing your experience with us. I sincerely apologize for the inconveniences you've experienced with our Support Team. I have reached out to them and provided your feedback, as this helps us and them to improve the Fitbit experience. 

Thanks for your patience and understanding, have a great day.