Feedback about my experience with Customer Support

[live4music]

So my Charge 3 screen stopped working after five months and they sent me a replacement right away - no questions asked - which was an incredible customer service experience. I spent hours this morning trying to setup the replacement. I tried every single suggestion on this forum to no avail. So I tried to chat with customer service to fix the issue - I did everything he suggested which I had already done. I then tried to pair my old tracker and it immediately worked but I could no longer link them because the screen doesn't work so I could not get the code. Then customer service tells me to mail back the faulty replacement and then they will send a second replacement. What a joke! I've never been so frustrated in my life. 

Moderator Edit: Clarified subject

Moderator Edit: Formatting

[RicardoFitbit · Accepted solution]

Hi @live4music, welcome to the Community Forums. 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I’d suggest you contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.

[KatieMon]

I am writing this as I was told by customer service this was the only way to voice my concerns. I ordered a Charge 4 and within about 7 month it broke (issue with the band holder. I contacted customer service and they sent me a replacement for free as it was under warranty (this took about a week). From there when I received the replacement it was the wrong color, had multiple scratches, and a white glue substance I was unable to remove. So I contacted customer service they agreed to send another replacement once i sent back the new replacement (this process is going to take another 2-3 week depending on mailing and how fast they are to get me another one). So with this said I am looking at about 3-4 weeks without my fitbi; for something I did not do to mess up my Fitbit but was an error with fitbit manufacturing. So I kindly asked if I could have a refund for this month’s premium subscription they stated no. Then when I asked how to voice a complaint they just stated I could on the community page. I find this very unhelpful and bad protocol for a well known business to engage in. I will be cancelling my premium membership and voicing my concerns while urging folks to be cautious about purchasing from fitbit.