My experience with Customer Service

[CDayJaVillan]

I had to contact the online customer service chat on Fitbit twice today because the first person who helped me was utter rubbish! They hardly gave me any time to respond in the chat and closed it as I ran around the house to restart my fit bit in the other room while it was charging. He also lied that I didn't turn the "Always on" feature off.

The second time I reached out on the live chat Duverney was amazing! Not only did they help me, they were very empathetic to my situation and apologized on the behalf of the first person. They took the time to properly look at my case and into the details on the actions I actually took. They confirmed that I followed the instructions the customer service agent told me yesterday and that I did in fact turn off the "Alawyas on feature" a few hours ago. I tried to active the online survey form but it didn't pop up. I just wanted to share with FitBit that you actually have a great employee who cares about your clients and represents the customer so well! Please give Duverney the acknowledgement he/she deserves! I think he/she deserves a raise for handling my situation not only professionally but also with kindness and understanding.

Thank you Duverney!

Moderator edit: format. 

[AndreaFitbit · Accepted solution]

Welcome to the Fitbit Community, @CDayJaVillan. Thank you for sharing your experience with our team and I'm glad to hear that Duverney solved your query. 

Sometimes the survey arrives days after the interaction and you may still get it. 

We appreciate your words and your participation in our community.