Poor Customer Service

[Smithd114]

I purchased an Iconic in May of 2020, with a 3 year warranty. Four days later the Iconic battery was dead which was unusual since the day before it showed an 83% battery life (this was also confirmed by Fitbit customer service). I sent the product back to get a replacement. After multiple emails, two chat sessions and two phone calls with "supervisors", I still have not received a replacement. They have said that the fitbit I sent back is not the one I originally reported as damaged. I have sent them photos of the box it came in along with the serial number and  three year protection plan. My last email I received over two weeks ago has still gone unanswered which again, was a supervisor. I would not recommend purchasing any fitbit product as I have personally spoken with another person who has had the same issues when dealing with customer support. If you would like copies of the emails or the recorded telephone calls where the first supervisor agreed that the issue occurred in their warehouse, please email me at *****@yahoo.com and I will be happy to provide all the documentation between product support and myself. And by the way, they say that the one I sent to them is not the one reported damaged but they will not return that one too me either.

Moderator edit: removed personal information

[Odyssey13]

Reach out to customer support. Their phone number is (877) 623-4997 , if you're in the USA. The phone number to call from the UK is: 0800 069 8505. If you're not in the USA or if you prefer an online chat or email, then click for contact options

I've notified a moderator about your post and they should be by to assist you with this. You might want to remove your email address from your post as these are public forums and anyone can see it.

[JuanFitbit]

Hi @Odyssey13 , nice to see you around! Thank you for the information provided.

@Smithd114 . a warm welcome to the Community! Thank you for your information and feedback. I'll be glad to forward it to the right department. 

I requested information regarding your case, and was told that you should contact Support for information regarding your case, as there is a lot of personal information within it. And to protect your personal information, we cannot discuss your case over this channel . If you wish I can arrange that Support writes you, so that you have a message where you can reply to . 

[Smithd114]

Juan,

As I have stated in my post, I have spoken with multiple persons regarding this issue. The case number is  #****. I have provided my telephone number on several occasions that you should be able to find in one of the many emails that I have sent. I have not received a reply from the last email that I sent to an Andie C. dated 26 June 2020 which included pictures of the the original box, serial number and a copy of the three year warranty. This is the reason I took to this forum. To let consumers know what they are potentially in for when owning or needing service with the fitbit product. I find it amazing that Support can not assist a consumer until the consumer post a negative review to the community forum. If you wish to proceed, please review ALL documentation I have presented so that you fully understand what is going on.  

Moderator edit: removed personal information

[Odyssey13]

Hi @Smithd114  Moderators aren't in customer support, so @JuanFitbit can only contact them and relay information. Juan can't see your emails, so he can't see the documentation. Only customer support can respond to this. The community forums are great and you did get a response from a Moderator. Moderators are awesome and they often help a member get the extra assistance from support. Sorry this has happened to you, but please, be patient in this time of reduced services.

[JuanFitbit]

Hi @Odyssey13 , thanks for your explanation. 

@Smithd114 , thank you for your reply and further information. As Odyssey13 states. I don't have access to your case and the interaction you had with Support. 

I'll be glad to forward your information. But for any question regarding any case, I'll advise you to reach out to Support, as they have all your information, and have a better overview of the whole situation. 

If you cannot reach Support I'll be glad to arrange it so that they contact you back.