Never works

[sheepdogfit]

Hi,

I keep calling in regards to my fitbit ionic not having worked for over a month. Even though I just recently bought it right when covid19 broke out.  

Every time I call no one on the phone can understand me or they lose connection.  

I would like a full return as I couldn’t get one due to covid19 during the return period and every time I call the issues stated above acquire.  

since email support no longer exists and no connection lasts long enough for phone support here I go.  

V/R
matt

[Odyssey13]

Hi @sheepdogfit  these are the community forums and you will have to get with customer support for this.  Their phone number is (877)623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends, if you're in the USA. The phone number to call from the UK is: 0800 069 8505. Operation hours: 9:00am - 6:00pm. If you're not in the USA or if you prefer an online chat or email, then click for contact options

[SRogersCaptA]

...and when all else fails, there's always Garmin. 

[sheepdogfit]

Amen to that

[sheepdogfit]

Thank you for the info.  However, I have already tried that.  In my post I state that and hence why I went to the public forum.  if you have any other suggestions or hook ups to get this resolved please let me know. Thank you

[CaptainES]

Have you tried the live chat?

https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

I recently changed Fitbit devices because my Ionic was acting up.

[sheepdogfit]

Live chat keeps saying it is no longer available due to low staffing.

[CaptainES]

I tried both on Friday (call and chat), and they both worked.  

I just waited for the first one to pick me up.  They are usually pretty responsive.  

I did notice that they moved customer support outside the country, so the communications

can be a little frustrating.  Not sure what ur schedule looks like, but try to reach them at

different times of the day.  You will get an answer.  

P.S. Have you receipt and device information.  They try to verify your info.

[SRogersCaptA]

Whoa...an honest bit of background on what's going on inside Fitbit?? Incredible!

Must be low staffing in the firmware development, testing, and release teams too, as well as the finance and policy management groups...in addition to product support, of course. 

[sheepdogfit]

thanks for the suggestion I will keep an eye out.  But I have already done exactly what you said to do. Every time I call they drop my call. And every time I try the live chat I get what I said warrior as a response to my message.  I will try again though as you suggest.  

[sheepdogfit]

They have gone down heavily in quality

[Odyssey13]

@sheepdogfit  the problem with calling is that we have to be patient.. I wanted three hours for Costco and almost as long for Walmart. Amazon had suspended their phone line, too, for a time. Did you see this banner at the top of the forum page? Fitbit is trying to help people best they can.

Due to recent events affecting our operations, support options are limited and wait times are longer than usual. If our community doesn't resolve your concern, visit our help site for answers to many common questions and self-service options.

[sheepdogfit]

Again, thank you but please read my post before making such comments.  

they answered quite quickly multiple times.  The calls would just drop most of the time.  Others the people would put me on hold because they could not understand me and while on hold the call would drop.  

I’ve e been on hold before for 12 or so hrs. It’s pretty easy you just put your phone on speaker and plug it in while you’re at work.  It’s even easier now on the days I have to work from home.  

so no worries on that.  But thank you for your example 

[CaptainES]

Sorry my comments did not help you. I chose the "chat" option because it helps to remove issues with syntax and pronunciation in conversation.

I will not make any further suggestions to you in the future.

[sheepdogfit]

No please do make suggestions. All help.  
I just am personally frustrated and don’t understand why the Chat feature tells me it no longer is available due to low staffing from Covid, yet it works for others.  
I am thankful for your comments and will be checking the Chat feature out again today

[Odyssey13]

@sheepdogfit  if you're directing a comment to a certain member, use the tag feature, as I just did. Put the @ and then the name of the person.

Chat comes and goes as people are available. I had problems with Costco when I kept trying to do a chat and it would vanish by the time I clicked on it. Staffing is short these days and some people are working from home. If you can call during the day and are in the USA, it might go faster. Hope things work out for you.

[sheepdogfit]

@Odyssey13 good suggestion.  I inferred that the chat would automatically do that like other forums I’ve used.  
thanks for making me more aware of that. 
Good idea, I have been doing that though.  
hopefully things change

[sheepdogfit]

Just update for y’all.

On my app Chat is not an option. On the computer it is but does not work and am sent back to the support page.