My experience with Customer Service

[cturriff]

I have been a customer of Fitbit almost since it began.  I’ve had multiple models. Never returned anything.  While under warranty, my Ionic battery started to fail. Fitbit solution was to send me the watch piece only without a band! They emailed me instructions on how to put the band on. Received the watch and now the band failed as it won’t stay on the new watch! What sh..... service.  Now I have to wait for a new band. It’s taking weeks. They should have sent a whole new unit. Instead, they created more trouble for me. Too cheap to serve the customer. Shame Fitbit you lost my loyalty!  I love the way  the online “A “ company treats me. Hate your treatment. 

Moderator Edit: Clarified subject

[SilviaFitbit]

@cturriff Welcome to the Fitbit Community.

Thank you for taking the time to share your experience with our Support team, we're always striving to improve and provide a good service. Your loyalty to Fitbit is appreciated, be sure that your comments won't be unnoticed. Sorry to hear that you had this experience, our team is always doing its best to help you resolve any inconvenience you might face. 

Your patience while you receive the new wristband is appreciated. Have a good weekend. 

[damengler]

I have contacted customer service four times for a charging issue, my middle connection looks worn. I received the same canned answer all 4 times, that my warranty is up, but they will give me 35% off a new one. Well you can't order a luxe or any other new one. I am frustrated, because I have owned several Fitbit products and it always seems once the warranty is up they stop working. I don't want to order an older model, I wanted a newer sleeker one. The only reason I bought the ionic was it was swim proof and showed messages and calls. Iwant to know if there a way to get the discount on the luxe? I understand the warranty, but at least let us use the 35% off a product of our choice.

[SilviaFitbit]

@damengler Hi there. Thank you for sharing your experience with our Support team. 

I see where your frustration is coming from. Your loyalty to Fitbit is truly appreciated, we understand that you're excited about our newest product and we are too! Currently there aren't discounts or offers on this tracker; however, your feedback will be passed along so our team can take it into consideration to improve our services. You can always visit our authorized retailers to see if they have a special offer for you.

Your understanding is appreciated. We hope you continue being a Fitbit user.