Feedback for Customer Service

[justinnickles]

Had my 2nd Fitbit charge 3 die in less than a year. Covered under warranty. Sent my broken one in on 5/8 to Fitbit. Last night I get the replacement. Turns out this "new replacement" has a dead battery. Meanwhile I've not had a Fitbit in 3 weeks and they want me to start a new warranty process. I cannot believe what a horrible experience I've had with them. I have went from loving Fitbit to wanting to go a competitor to get a watch that works AND the type of service a loyal (have had Fitbits for 5 years now) customer should be getting. 

Moderator edit: subject for clarity

[justinnickles]

Went through their chat, only to have it escalated that they will get back with me later today (after walking through the steps with them). You would think that they would send me a brand new Charge 4 to put this to bed, but apparently not. Meanwhile, I'm just sitting here waiting.

So three hours after initially telling them that their "new replacement" was dead on arrival and the support chat person stating "escalating for warranty", still no response. Getting extremely fed up with lack of service and support from this supposed "industry leader". Maybe I should start looking at Garmin...

Still nothing. This is ridiculous!!!

So Fitbit support just sent me an email: "While this case is not covered by our warranty, as a 1-time exception, we'd like to offer you a replacement.". Huh? You sent me a "new replacement" to cover the warranty I had, the "new" one is dead on arrival, and you now claim it's not covered by warranty. HOW is that possible? WOW.

Moderator Edit: Merged posts

[WilsonFitbit]

Hello @justinnickles. It's great to see you around. 

I apologize for the experience and for any inconvenience caused and thank you very much for taking the time to provide detailed information and feedback. Please note that our team is always working to enhance your experience and your feedback is a big part of that process.

At this time, I was able to see that you have reached out to our Support Team and they have provided information according to your inquiries and seems that they also provided a resolution and new option for you. If you still have questions or inquiries about the outcome of your case, I recommend replying back to your email or you can contact them back for further assistance. 

See you around. 

[justinnickles]

Still in shock at how poor this experience has been. I received an email this morning saying that the DOA one is NOT covered under warranty (because the warranty period expired while it took Fitbit 3 weeks to send me the DOA unit), but that they can "make a one off exception" and try to make it seem like it is somehow my fault that Fitbit sent me a dead unit. This has been the worst customer experience of my life, and it's so unfortunate because prior to this, I loved my Fitbit. I would strongly suggest that Fitbit reviews this policy, because they will be losing customers over this. I would completely have understood if the original Fitbit was out of warranty, but it was not. 

[WilsonFitbit]

@justinnickles Thanks for your reply. 

I understand how you are feeling and I appreciate the feedback provided. I was able to see that you have replied to the email that our Support Team sent to you and they should get back to you soon. Thanks for your continued patience. 

See you around.