Replacement Ionic shipping delay

[Siddharth_Gulat]

Hello,

I am writing to you as I am frustrated, disappointed and also angry at how my case has been dealt with and how customer support has responded to me. 

I got in touch with customer services close to two weeks back to complain about my Ionic not working properly and they promised that since I am under warranty, they would ship me a replacement. I have had no updates since then and have not received the watch. Whenever I e-mail customer services, I receive following replies: 

- We are sorry we do not want our customers to have such an experience. 

- We are sorry we are having issues with our partners and should ship your order by the end of the week (end of the week is now long gone!)

If you really cannot do anything as simple as shipping a replacement, I would like my complete money back since you have failed as a supplier to meet my needs. I am happy if a replacement comes but if it doesn't come, I would like to have my money back so I can go to a different provider. 

Thank you and hoping for a speedy resolution and not boring one liners saying sorry,

Siddharth 

Moderator edit: format

Moderator edit: personal info removed

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community @Siddharth_Gulat. Sorry for the delayed response.

I regret to hear that there has been delay to deliver your replacement Fitbit Ionic. Thank you for the information provided and for the time you spent while dealing with this situation. I noticed our team has been in touch with you recently. Please check your inbox for more information.

I would like to mention, one of our partners is experiencing service interruptions, which caused a delay in shipping your order. Our team is working on solutions that will minimize any further delays as much as possible. Thank you for your patience as we work through this issue.  

If you would like a refund, please let our team know. They will be happy to let you know if you are eligible to receive a refund. If you would like to check out our Fitbit Warranty please visit this article.

If you have any question, please don't hesitate to contact us back at any time.

[Siddharth_Gulat]

Well, no one has been touch with me regarding anything and I am pretty sure
you guys have templates to work with when it comes to responding to issues.

Whatever you just wrote, a customer service agent on live chat wrote the
exact same lines 🙂 What a way to deliver customer service! Like i have
said previously, refund would be my last alternative as I do want my watch!
I have been waiting for two weeks. How much more do you think I should
wait?

[Brixbabe]

Hi My Fitbit Versa died about 10 days ago. I’m having the same problems and messages stating it’s a problem with their partners (nothing to do with Fitbit of course!) They have offered me a free strap when they send out my replacement Versa (I’m so grateful!). I decided to request a refund and they told me the same it wasn’t possible as I didn’t buy it directly from Fitbit. I complained and eventually they agreed to refund me. But I’ll have to wait 3 weeks to get my money back. Fitbit used to have one of the best customer services but it’s been really shocking and it’s a shame as it this like this is the norm! Good luck with getting your issue resolved. My next purchase will be an Apple Watch :watch:️ 

[Siddharth_Gulat]

I am happy to know i am not the only one. If my problems are not solved, it
would be time to move on from Fitbit, perhaps Apple or Polar. They are
making good strides in health and fitness. Who did you complain to? Do you
have an e-mail address?

[Brixbabe]

I rang this number ‭0800 069 8505‬ from the UK. I kept asking to speak to a Manager and eventually they agreed a refund. Even that wasn’t a good service... I kept being told I would get a call back or they would email me in a hour but nothing! I had to ring them another 3 times by which time I was truly exasperated with Fitbit! Tbh I had more sense out of the Advisors rather than Managers. Good luck!!

Sent from my iPhone

[Siddharth_Gulat]

I will try all of this. Thank you for being honest, supporting me and
letting everyone else on the community know about your ordeal with Fitbit.

[Krauber]

Hi,

I'm having the same issue, ordered a replacment watch on the 27th June and still has not been shipped due one of the partners is experiencing service interruptions, which caused a delay in shipping - No other update can be given, no time expectations....... I have never experienced such bad service.

Everytime I speak to the Customer service team they state exactly the same information we're sorry you are experiencing this but we cannot issue you any update - your case is being classed as a prioritied.

Twice the customer services team have stated they will email me with further information.... Still awaiting the emails!

[Brixbabe]

Shocking service!! I opted for a refund in the end I should receive it in 2 weeks now. That’s exactly the message I got. I love the way they are blaming one of their partners. Surely if this was true they would use a different company as this is so damaging to their reputation. I finally received a Fitbit strap yesterday as a sort off ‘sweetener’ so I wondered if they were now starting to ship their orders. Listening to your response it doesn’t sound like it. It’s strange how they can ship straps but not Fitbits. My take on it is they can’t keep up with demand of warranty replacements which impacts on on-line sales like yourself. I hope you get your Fitbit soon!

Sent from my iPhone

[EdsonFitbit]

Welcome and thank your for visiting the Fitbit Community @Krauber @Brixbabe. Sorry for the delayed response.

@Krauber, our team is currently working to deliver the orders as soon as possible. I'm pretty sure they will provide you with a shipping date as soon as possible. Thanks for your patience in the meantime.

Thanks for your feedback @Brixbabe. I'm glad to hear that you received your wristband.

Feel free to contact us back at any time.

[Maverick1975]

I’m really struggling with Fitbit’s after sales service, it’s really poor!! I have a replacement order some where in their system but no one seems to know what’s going on. It clearly states on the order confirmation that the item is in stock but now I’m being told it’s 4 weeks away, after being told on Friday that it will ship today. The thing I’m really struggling with is that as a new customer, I could have a new blue gray Ionic from the Fitbit website delivered in a couple of days. Good after sales service is clearly not a Fitbit priority. 

[Krauber]

After three weeks of waiting I have finally received an email today explaining they have not got the stock of the ionic grey and for me to choose another colour.... why could this not have been done weeks ago!!! 

No problems with shipping the other colours as it was ordered today and I have just received confirmation of delivery tomorrow!!!

[Brixbabe]

This doesn’t surprise me and totally sums up Fitbit. No sense, no idea and no respect for customer service! Glad you received your Fitbit.
My Fitbit Versa died on the 17th June and still nothing. No Fitbit or refund received and no contact from customer service!
Falling sales and a decreasing market share its hard to believe Fitbit will still be around in a few years, especially if they continue to treat their customers like this!

Sent from my iPhone