Fitbit Support - complaints and escalation

[Haz11]

Hi,

Who do I contact to Make a complaint about about the appalling level of customer support from Fitbit?
Fitbit agreed to replace my defective ionic almost 2 weeks ago and I still have no replacement. This is unacceptable.
Numerous emails and conversations with the robotic support team ( who are literally speak from a script) resulted in Fitbit placing a new order on Thursday only to find that that they only ordered the straps/bands and not the watch. This is incompetence and very poor service from a big-name brand . I still do not know when I will receive my replacement device.

[EvKo]

Isn't there phone support too? For a serious problem such as a replacement, the rule of thumb is that you always seek to talk to a human. I had such an issue with my first fitbit that was given to me as a gift and I called phone support. I was done in two minutes and my new fitbit was in its way. This is why I like this company so much (and its products). Good luck and again try to talk to a human.

Happy fitbiting!

[Haz11]

The order that was placed a few days ago was done over the phone . Even then, they managed to order just the bands and not the actual watch.
Be it email or phone , it shouldn’t take 2 weeks for a £300 product to get replaced

Sent from my iPhone

[EvKo]

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@Haz11 wrote:
The order that was placed a few days ago was done over the phone . Even then, they managed to order just the bands and not the actual watch.
Be it email or phone , it shouldn’t take 2 weeks for a £300 product to get replaced

Sent from my iPhone

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Yes you are right. This does not sound too good. If I were you I would try to make some more phone calls and try to speak with a supervisor. There should be a simple way to fix this, obtain an apology and possibly a gift voucher. I don't know how UK support works, but most companies here in the US operated with these standards. Good luck!

Happy fitbiting!

[Edcommunity]

I hope you get answer as I would love to know how you get Fitbit to respond to problems that aren't answered by a script.  Their customer service ethic and focus has plummeted over the last few months.

[Ac44]

I’ve always used the desktop site “chat” function and been taken care of right away. 

[Nettlejaz]

I live in Ireland and desperately need to escalate a complaint with Fitbit.  I cannot find a contact number anywhere for them.  Can anyone help?  Does anyone know if a company like Fitbit is regulated, so that if I disagree with their resolution I can take it further?  Thanks

[Edcommunity]

Hi,

The customer services can help if it is known problem and standard resolution.  If it is not, then there is no where else to go - and you tend to get ignored.  I have had to raise a complaint with UK Trading Standards to try and get some attention - you might need to do the same in Ireland.  

[Rieshal]

I am now at Day 22(!) of my IRE (Ionic Replacement Experience).  I just received word this morning that my replacement device is finally being shipped out.  Given the shipping time, the entire process will have taken one full month from the day I sent the defective watch back.

Hang in there!

[Haz11]

I went through a terrible experience getting my ionic replaced . In the end the only option was for me to yell on the phone ( which I really didn’t want to do).

Fitbit really need to acknowledge that their customer experience ( just for replacements )is so poor.
Sort it out !

Sent from my iPhone

[KDX]

I've noticed in the past when companies focus on the bottom line and less on the customer and their experience, these companies tend to not do very well. I certainly hope that this is not the case here.

[Erinsalsa]

Having issues with notifications since the iOS 13 update, I have literally tried every work around and fix possible. Called Fitbit and the “supervisor” astrid was literally the most unhelpful person I have ever encountered, she was reading off some script that made no sense with my issue. When asked when they would have a fix she said they have no idea. This is not the product I purchased, I purchases something with notifications so I would have my phone on silent during work and still see text and calls if an emergency. She told me to contact Verizon since I purchased through them, like the hell?! What do they have to do with this??? 

[Terrydevine16]

Hi I have my Fitbit Versa for less than a year. I have now been without it for 4 weeks. It just died. I was sent a replacement, which took a week. But the replacement was faulty. I tried to explain this to CS at Fitbit but was finding it difficult. Eventually they sent a 2nd replacement. This took another week. Now the original rubber wristband has developed a crack and is about to break. I have to wait another week for the replacement. I tried to make a complaint but was told this community is the only means of making a complaint.

[Terrydevine16]

Hi, I am having the exact same problem. My watch Versa is less than a year old and I have had 3 issues with it. The 1st time it went blank. The replacement was faulty. Eventually got a working replacement after approx 3 weeks. Then the wristband cracked. Now waiting again. I tried to make a complaint, but no joy. I am also in Ireland and cannot find anyway of complaining

[SilviaFitbit]

@Erinsalsa and @Terrydevine16 Welcome to the Community. Thanks for sharing the experience you've had with our Customer Service. 

Your feedback and comments helps us to continue improving and keep on providing the best customer service. We have different channels of communication, you can contact us through Calls, Chat, Emails and Community. Rest assure that each case is reviewed individually and the option provided is based in the Fitbit Warranty. 

Let's keep in mind that these forums allow Fitbit users connect with one another in order to share tips, resolve product issues, and discuss their health and fitness. If you have feedback about the customer service you received, you can rate us in the survey that you receive once you finished the chat or call and if you contacted us through email, you should receive the survey by email too. 

At this time, we'll be closing this thread since it has became off topic. If you've already exhausted all the troubleshooting steps and you still need assistance, please open a new thread on the Ionic board, provide as many details related to the issue in your post. We'll be assisting as soon as possible.

Thanks for your understanding.