Poor Customer service

[Pat56]

I purchased a Fitbit One. It was my second one. The first one stopped working after about 19 months I really liked it so decided to purchase another. I realized the first night that it was extremely inaccurate. When I called customer service, the support person had me sync, walk, sync several times & realized that it was in fact not working properly. She was not at all empathetic or apologetic at all. She stated that I needed to mail it to them & when they received it, would send my new one. Really? I was supposed to start a challenge with friends. I will be returning it to the store. So frustrating!

[Angus_NB]

Certainly you expect a new item to work but when it doesn't you should return it to the store.

I wouldn't expect FitBit to send a new one.

[Pat56]

That was in fact what she asked me to do! I was the one that brought up returning it to the store. They would rather you return it to them, it's easier for them and the store that way. Haven't you ever purchased a product that had a stop sign shaped paper in it that states, Don't return to store, please call this number if you have a problem.

Sent from my iPhone

[Angus_NB]

Yes I have purchased items that suggest you do not return them to the store.

Where I live we have 30 days to return any defective items directly to the vendor. Beyond 30 days it would go through warranty.

I understand your frustration but in a case like this I wouldn't even bother with the manufacturer.  Just take it back and get a new one.

[Pat56]

Exactly! Please review my original post. That is the point.

Sent from my iPhone

[jgksmom]

Fitbit Customer Service is AWESOME!  My Fitbit One fell out of its holder yesterday.  I was running errands but I thought there was a chance it was at my house so I called them.  She said it had been idle for a while yesterday and then started counting steps.  This morning the account name and email were changed...my Fitbit has a new owner. 😞  The agent said that the person who has it does not have my account info, though.  BUT she is sending me a NEW FITBIT!!!  How awesome is that!!!!!  I am so happy!!!  Yes, FITBIT CUSTOMER SERVICE ROCKS!!!

(Funny thing that they don't disable it or email the person and say to return it to where they found it so I can get it...whatever!)

[Angus_NB]

I am in nearly the same situation.  My One fell out of the clip yesterday.

I sent an email asking if FitBit could track it in the same fashion, account change or steps since I lost it.

Haven't heard back yet but your story is encouraging.

[Angus_NB]

My Fitbit One found it's way home.

I lost it on a bus to work.

I put an ad on Kijiji (Canada's version of Craig's List).

Someone found it at a bus stop of the other side of the city, saw my ad and contacted me.

Fitbit Support offered me a 25% discount on a new one but I wasn't going to bother.  I am happy it's back though.