Feedback about customer support

[Jerica7]

I will not recommend Fitbit to any of my friends or family ever again. When I first got my Fitbit ionic I loved it and then it broke and I got it replaced with ease. 6 months after I got it replaced the battery on the new one they sent me stop working so I contacted Fitbit customer service and they stated my account had been hacked and they would get to the bottom of it and send me my replacement as soon as they figured it out. They told me to get them a couple weeks so I did, that was in April. I have sent them a multitude of messages and emails with no resolution. I finally got fed up with not receiving anything back and called the customer service number and sat on hold for over 10 minutes before I spoke to an "advocate" after 40 minutes of explaining to her again what the issue even though it is in there system, she informed me that I am out of my warranty and they will not be able to send me a replacement. I asked to speak to a supervisor which took another 20 minutes on hold to get someone, the supervisor told me I can give you a discount but we will not be replacing your device. This is absolutely the worst customer service because when I first sent them a message about my ionic's battery not charging they stated they would replace it once they resolved my account being hacked and now 6 MONTHS later they are stating they can't and will not replace it!  This is absolutely the worst customer service experience I have ever had with them and they do not stand by there word. What a waste of money!

Sincerely one extremely disappointed customer!

Moderator edit: Subject for clarity and word choice.

[YojanaFitbit]

Nice to see that you're digging into the Forums @Jerica7.

Sorry for the issues with your Ionic and your Fitbit account. Thanks for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. Each scenario is different, but I think that you can use the option available according to your warranty information, as it was mentioned by our support team. 

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 what you share here. If you need more details about your Fitbit options, please reply to the last email that you got from our support team. They will be happy to help.

Thank your for your understanding.

[ReneeCol]

I sincerely think it's a part of their business plan to profit from "resales" after the original purchased product fails. There's so many, they must be cleaning up. I've was taken for 3 products... all bricks immediately after their warranty ran out. I'm done.