Fitbit is the next blackberry... Cornered the market, then let poor product rollouts and bad CS take

[LoydJ]

The board is littered with all of the problems I've had with m Ionic

Text not showing up

can't delete text

Can't reliably play my music

Having to unlock phone and reset the pin

Can't use the Fitbit wallet

bluetooth pairing issues

List goes on

But none of those things are what has made me swear to never buy their product again. The final proverbial straw was the clasp... 

The clasp fell out of the band somewhere in my house. I'll never find it, probably in the vacuum cleaner by this point. I called their customer service. I just wanted to buy the clasp (WILLING TO PAY FOR IT) they only sell the bands. I said well then send me the clasp as a warranty item... nope it's been more than a year. I'm exactly the consumer they want. I have bought tracker after tracker every year since their first launch, I have the scale, and have even suggested other products they could deliver that I would have happily purchased (the Glossier model). But all of this fell on death ears. So I'm not buying their products any more... all do to poor customer experience.  

[t.parker]

There's been a recent rumour that Amazon may be interested in buying Fitbit (Fitbit is exploring options of sale). I think from a customer point of view, that could be a good thing considering Amazon's customer service. When my Kindle Voyage battery started failing after the warranty (it was dead within 24 hours even when not using the device) I asked them to get it to repair (they do repair, they could replace the battery, assuming there was going to be a fee, as post-warranty service). Since Voyage was discontinued they just offered me a replacement - brand new Kindle Paperwhite (the waterproof one, released in October last year). It was fine by me as it was an upgrade comparing to Voyage (uploading audiobooks, waterproof and I am a "bathtub reader", crispier screen). I didn't have to spend a penny and all done after my warranty expired. It is possible to make a customer happy but only if the company wants to do it. Amazon wants. If the rumour will come true and Amazon will acquire Fitbit that could mean certain improvements for the Fitbit customers in the area of customer support.

[LoydJ]

Well let's hope Amazon does indeed buy them. Their current leader of customer support should be replaced.

[Shocked_Pants]

Woah there - there's customer support? I thought it was an automated system that sent out the standard "have you tried this link" messages followed by either a "here's a discount on a new one" or "not interested" final message. 

I've been a Fitbit user for 6 years, and it's only since they got smart that they've got unreliable. I've got a 4yr old Surge that I use when doing rough and ready stuff (gardening, fixing cars, building walls etc) that has outlasted 5 Blazes and 2 Ionics. 4 of those Blazes and both Ionics were purchased using discount offered because the previous device failed in some way. In total I've had 10 Fitbit wrist devices (Flex, Charge, Surge, 5 Blazes and 2 Ionics), and 6 of those have broken during normal daily use. I still have the Flex and Charge and both work fine and I still use the Surge weekly. I only keep going back because I've bought into the app and use it quite extensively to track my (over)weight, sleeping and fitness levels. And I have an Aria so its going to be a wrench when my next device is a Garmin fitness watch lol