08-25-2021 12:28 - last edited on 08-25-2021 18:08 by LiliyaFitbit
08-25-2021 12:28 - last edited on 08-25-2021 18:08 by LiliyaFitbit
On the 9th August via a phone call to fit bit they agreed that there was a fault with my iconic which was still within the warranty period. They said in the call that they would replace it under warranty. They followed their promise up by an email, saying I would be "notified". Since then I have emailed them FIVE times asking for a date when I could expect it to be delivered. I have has just two replies that have not answered my direct question, just that I would be "notified". The other three emails have been completely ignored. I know that all the emails have been received and also read as I have received automatic acknowledgements from their email server that they have been all received and in addition read. Surly 17 days is long enough to send this replacement. Very poor customer relations I would say.
Moderator edit: subject for clarity
Answered! Go to the Best Answer.
08-25-2021 18:06
08-25-2021 18:06
It’s good to see you in the community, @canavp.
Thanks for the details shared in your post and for already trying to resolve the issue. I am sorry to hear about your experience, I understand how you are feeling and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. While we’re no longer offering support by email, I was able to see that you have already contacted our Support team over the phone and that they were able to help you. Thank you for your time and efforts.
See you around.
Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.
08-25-2021 18:06
08-25-2021 18:06
It’s good to see you in the community, @canavp.
Thanks for the details shared in your post and for already trying to resolve the issue. I am sorry to hear about your experience, I understand how you are feeling and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. While we’re no longer offering support by email, I was able to see that you have already contacted our Support team over the phone and that they were able to help you. Thank you for your time and efforts.
See you around.
Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.
08-26-2021 10:35
08-26-2021 10:35
Re you comment on "Time and Efforts". You send me emails and I use the option of "REPLY". Why give that option if you don't use emails. OH !!! But you do because you replied to two of the five I sent, but did not answer the prime question asked five times. You just ignored the other three emails. Despite you saying you do not use emails, it rather strange that for every email sent to you I received automated conformation acknowledgements that the email have been RECIVED and shortly afterwards a acknowledgement that the email had been READ. As for you phone service it leaves a lot to be desired. I eventually phoned after seventeen days and had the ordeal of having to listen to horrible elevator music for over fifteen minutes, before I got to speak to a person with a very heavy Carrabin ascent. I had to ask him to repeat slowly what he said on occasions. His understanding of English was not that good as I had to repeat things I said to him several times before he was able to understand them. The phone call in total duration was very nearly thirty minutes. And during the phone call his excuse was that Fitbit (Googgle) had a IT system problem and my promised replacement under warranty was lost or stuck within your IT system.
Your customer interface is absolutely terrible and needs looking at and improvements made all round. The original Fitbit company was much better at talking to customers than it is now under its new ownership.
09-02-2021 09:39
09-02-2021 09:39
Well Done !!!! Only took you TWENTY FIVE days to get the warranty replacement to me. Several hours in the meantime spent on phoning/web chat/emails etc to get any where. Then when you did dispatch it eventually you gave me a DHL tracking code that for days was not recognised by DHL (Neverlands). Eventually when recognised by them in was on its way to the UK. DHL (UK) also did not recognise the tracking number this morning when I looked (2nd September). I went out today and when I returned late this afternoon I noticed that there it was on my front door step. No txt/email etc to tell me it was going to be delivered today either. No card through the door when it was left on my front door step in full view of passer-by's. Considering that you agreed to the replacement on the 9th August I consider that you service is absolutely terrible to have taken 25 days to get it to me. I only hope now that when I get it charged up it works. Today when delivered the internal battery was flat. I have lost all faith in Fitbit and encourage anyone of getting one not to bother. Customer service is appalling.
09-02-2021 17:59
09-02-2021 17:59
I’d love to know if the new watch works and if it does, will it work for more than a couple of months.
09-03-2021 03:37
09-03-2021 03:37
09-03-2021 14:40
09-03-2021 14:40
I wondered was it only me that was having these type of problems! Ionic packed in on about 3rd or 4th August, contacted Fitbit via web chat on 6th & they agreed to a warranty replacement, very quickly got an email from them to replace or get a discount for a new one, immediately chose a replacement and received an email saying they would be in touch….and then bang. Radio silence. No proactive word since from Fitbit. I’ve had numerous web chats with them (I think 6) and each one was apologies and wait for an email from their “specialist department”. It was only on the 6th chat last night that they said they were having technical difficulties. But get this….went to dinner with friends on 14th August, told one of them of the trouble I was having, he has a Fitbit and his was acting up so he contacted them on 23rd, they agreed to a replacement, issued it to him on the 24th and he received it on the 27th! I just can’t understand what the difference is between his case and mine!!
It’s 11.30pm on Friday 3rd of September so I’m now a calendar month with no working Fitbit and I’m not holding my breath that they will be in contact any time soon.
I fully agree that the customer service for Fitbit is atrocious.
09-03-2021 16:59
09-03-2021 16:59
09-05-2021 02:59
09-05-2021 02:59
So you were 25 days without? I’m now 32 and no sign of an email from Fitbit about the next steps or about it being dispatched or anything. Total radio silence. I wonder if there is a record for how long someone was waiting for a warranty replacement because I feel that I’m going to run them close or break it!
It’s laughable how bad this service is and
after your comments I don’t have faith in their tracking system, will let you know how that all goes (probably in 2022 by the time it gets resolved)
09-17-2021 13:50
09-17-2021 13:50
25 days?? Been waiting for replacement since August 3rd. Today is Sept 17th. NO ACTION. PARTIAL answers and Inappropriate humor are par for the course. Have repeatedly asked for return of my Luxe so I can return to retailer Costco during 90 days warranty. I'm traveling and have encountered WORST service reps ever.
09-19-2021 02:12
09-19-2021 02:12
09-19-2021 06:20
09-19-2021 06:20