Feedback about my experience with Customer Support

[KeithKess]

Charge 3 stopped working prior to 1 year warranty.  Upgraded to Ionic that stopped working prior to 1 year warranty.  They sent a replacement that didn't work. They won't send another one until the replacement is returned, received, processed and then, and only then, will they send out another one.  Keeping my fingers crossed that this one works for longer than a few months.  Even offered to give a CC deposit to get it sent to me faster while other one is being reprocessed. Nope, will be over a month without a watch due to their incompetence and lack of understanding what defines "Customer Service."

Moderator Edit: Clarified subject

Moderator Edit: Content

[RicardoFitbit · Accepted solution]

Hi @KeithKess, welcome to the Community Forums. 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated.

Since you already received assistance from our Customer Support team, I’d suggest you contact them back if you require further assistance or if you have any additional questions about the outcome of your case. 

Let me know if you have any additional questions, I'll be around.

[KeithKess]

Charge 3 stopped working prior to 1 year warranty.  Upgraded to Ionic that stopped working prior to 1 year warranty.  They sent a replacement that didn't work. They won't send another one until the replacement is returned, received, processed and then, and only then, will they send out another one.  Keeping my fingers crossed that this one works for longer than a few months.  Even offered to give a CC deposit to get it sent to me faster while other one is being reprocessed. Nope, will be over a month without a watch due to their incompetence and lack of understanding what defines "Customer Service."

February 27th update.  Returned replacement that didn't work and now in my 5 business day holding pattern while they verify it was returned.  They have their own tracking number that says it was delivered on 2/23 but here I wait again.  Then the wait for them to send out another replacement.  Fingers crossed it actually works and lasts longer than a few months!!!!

NEVER AGAIN!  Will buy something else next time!!!!

[KeithKess]

Unbelievable!  Took them 7 days to "check-in" a returned, replacement non-working Ionic from the day FedEx delivered.  I had to call multiple times to get them to acknowledge receipt and ship out another replacement.   Once this one (assuming it works) craps out prior to the warranty like the last one, I buying something else.

Fitbit, your customer service is so bad you lost a customer forever!!!!