Poor Customer Service

[Nari]

I’ve been I’ve been a Fitbit customer since 2013; since then, I’ve purchased over four devices myself, in addition to other devices purchased as gifts for relatives. I’ve declined gifts of other smart watches in defense of my Fitbit experience because I truly enjoy the Fitbit app and even when devices have disappointed me, I still  felt a certain level of loyalty. However in the last week I’ve had a series of poor customer service experiences - horrible in fact. So much so, that I’m actually contemplating conceding and trying other devices.  My Fitbit ionic manifested some significant defect 2 months outside the warranty window and when met with glib responses, I asked to speak with a supervisor. I was told no supervisor was available. Dismissive. This is not a Fitbit experience to which I’m a custom. Understandably a full replacement may not have been in the company’s best financial interest, and even the insignificant discount offered would’ve been more palatable had the service and tone with which I was addressed been more respectful. Had I felt heard, it would have taken the sting out of having to pay more money I did not budget for on a device that was too young to be as defective as it has proven to be. The pattern of poor service repeated itself 2more times within a five day period and my loyalty seems unjustified. Has Fitbit been under  new management? I’m seriously trying to find a rational explanation for the pattern of poor, dismissive and disrespectful customer service to which I’ve been subjected recently.

[Odyssey13]

Hi @Nari  sorry you're having difficulties. Did you see the banner at the top of the community forum?

"Due to recent events affecting our operations, support options are limited and wait times are longer than usual. Visit our help site for answers to many common questions and other self-service options."

I'm sure Fitbit is doing the best they can under very unusual circumstances. My cell phone carrier, internet provider and even my local grocery store is having all they can do to answer phones. Poor service wasn't what happened, but this very real world wide emergency is what happened to all of us. Please be patient and I've notified a moderator to stop by to address this issue with you. Thanks for coming to the forums.

[MatthewFitbit]

@Nari I'm very sorry that your support experience didn't feel respectful - it's of course not the sentiment we want you to be left with. As mentioned above by @Odyssey13 , support options are more limited right now due to the operations impact of recent global events - I am sure that a supervisor being unavailable was entirely related to this, and not meant to be dismissive.

I will take a look at your support case and provide internal feedback if appropriate. It looks like our team has reached out with some discount options, and they will of course be happy to assist if you'd like to pursue any of those.