Feedback about Customer Support

[stiperl]

I phoned Customer service today to get help and first I could hardly understand the represented helping me. He spoke very quickly and with a heavy accent.

My problem is that I have a charge 2 being worn by an 85 year old nun. It is losing time. She and I have the same email address as she can no longer manage her cell phone. It won't let me sync her phone and I even tried downloading to a windows computer to see if I could set up account for her.

The representive said I would have to buy a cell phone for her and asked for my email before he would put me through to a manager. I asked him why he needed my personal email and he just said he couldn't help me.

I have had really good experiences with fitbit in the past and this has been a terrible experience. The idea that I would purchase a cell phone for an 85 year old who can no longer manage it is crazy and certainly a waste of money. I even asked about a family plan and he said that she was to old.

I give up.

I was prepared to upgrade my watch as well as fixing hers. I guess I better look at another company.yerb

User's recommendation: Product has been good. Customer service is rude and no help. Not what it used to be. Sorry to say.

Moderator Edit: Clarified subject and word choice

[Odyssey13]

Hi @stiperl  your post was moved to the other charge forum area for more relevant responses. The family account is for a child (6 to 13/16) and not for an adult, which is why the customer support agent said that your friend is too old. Do you see the nun often? If so, you could sync her device via your phone when you see her. You will need an email address for each of you, as only one email address is allowed per account. I've notified a Fitbit Moderator to stop by and assist you with this issue. 

[LizzyFitbit]

Hi @stiperl. Welcome to the Community Forums. @Odyssey13, thanks for the heads up!

@stiperl, thanks for sharing detailed information about this situation. I understand how you're feeling about your interaction with our team, and I'm sorry for this experience. Every feedback shared in the forums never goes unnoticed and yours won't be the exception as it'll help us to evaluate and improve our services.

About your question, may I know the model of your device? Our team was informed of an issue affecting our Android users which prevented them from syncing their Fitbit devices. This has been resolved with a Fitbit app updated but if you have an Android device, this might have been the reason why you weren't able to sync. Please check the suggestions shared by our friend @Odyssey13 and for further troubleshooting steps, see this help article. Note that her Fitbit device needs to sync regularly so it won't lose time.

Keep me posted.

[stiperl]

it is a charge 2
The problem is that Sister Barbara and I share one phone even though she
has a separate email address. The rep told me that she would have to buy
her own phone to sync with. That's crazy!

Moderator Edit: Personal info removed

[AlvaroFitbit]

@stiperl thank you for providing more information about this.

I want to clarify that you could use one phone to sync both trackers. This will require a unique account for each user and you just need to log out from your Fitbit account on the phone and log in with Sister Barbara's account then sync her tracker via your phone. This way the time will be corrected and the information downloaded to her account which she can see on the online dashboard at fitbit.com. If the phone doesn't meet the necessary requirements (you can check the requirements here) then a different phone would be required to sync, this doesn't mean you need to buy one. If a friend or someone can lend you one just to sync then that would be great.

Hope this helps.