Feedback for customer service

[Ghost_]

I have had 3 Fitbits and they broken and pretty much told to go to another company. Straight scammers. 

Have got 3 Fitbit and pretty much told to go to another company. No help at all

Moderator Edit: Merged posts

Moderator edit: subject for clarity

[Odyssey13]

Hi @Ghost_  you working with customer support? I'm pretty sure they wouldn't tell you to go to another company as their job is to help customers enjoy the Fitbit devices. What's going on? Your post doesn't say much other than you have a three Fitbits.

[Ashoke]

After 1st one display failed , after much follow up they sent me a new one . This one worked for 9 months and display went dark. No amount of restarting could bring back the screen. I told customer support that a new Fit bit should last a few years and not fail within 12 months. They said original warranty  was 12 months and was replaced, they take no responsibility for the 2nd one failing within 9 months as original 12 months warranty had expired. Unbelievable for a Google owned reputed company. They accept no responsibility for their products quality?  

[WilsonFitbit]

Hello everyone. @Ashoke, it's great to see you around! 

Thank you very much for taking the time to provide your feedback! Please note that our team is always working to enhance your experience and your feedback is a big part of that process. Definitely your feedback helps to continue working on improvements to our services and products. 

On a side note, a replacement device can be provided if the original one is within the warranty period. If you have questions about the warranty policy, I suggest you to visit the following link: https://www.fitbit.com/global/us/legal/returns-and-warranty. 

Thanks for your patience. 

[Ashoke]

My whole point was by replacing my original fit bit with a new one which also fails within 8/9 months - what does it imply about Fitbit's quality , reputation and its commitment to customer service?

[WilsonFitbit]

@Ashoke, thank you very much for your reply! 

I'd like to let you know that our engineering team ensures that our Fitbit devices go through rigorous testing to ensure that they meet the high-quality standards expected. However, due to some factors that are beyond human control, materials that these devices are made of also reaches its limitation. Same with other devices, it may encounter a manufacturing issue that we can only determine once the customer has experienced it. 

I apologize for any inconvenience caused. Please note that I was able to see that you have a email case with our Support Team, so if you have additional comments or questions, I suggest you to update your case and share your feedback. 

Have a great day! 

[funwithsharps]

I really don’t feel that our feedback is taken seriously. A glance around the internet shows posts by people who are very frustrated and angry; not only about quality issues with the devices themselves but also the customer service. 

[Ashoke]

The issue faced by me has probably been faced by innumerable customers. First you go through a long process to get a replacement and the replaced ( new) fitbit fails again within a year . So if a replaced fitbit is sent to a customer say by 10th month of original purchase , and the new fitbit fails after 3 months, the company says original warranty of 12 months has expired. So this is the quality and reputation of the company - now owned by Google!

The support team came back with a stock reply that original warranty of 12 months has expired so they have no responsibility for the quality or performance of the replaced item. Understand there are factors beyond control but that should not be at the cost of the customer. In effect you haven't given me , as a customer , (likewise many ) a product which lasted more than 8/9 months. Can you explain that?

Moderator Edit: Merged posts

[WilsonFitbit]

Hello everyone! 

Thank you so much for taking the time to give us more feedback! I understand how you are feeling and appreciate the feedback provided. Please take into consideration that our team works based on our members feedback so be sure that your comments won't be taken for granted. Feedback is the key that helps to continue working on improvements. 

@Ashoke, for your question, our Warranty policy provides replacements for devices within the warranty period. For more information, please check: 

https://www.fitbit.com/global/us/legal/returns-and-warranty. Thank you for your understanding and patience! 

See you around. 

[Ashoke]

It is ironic that several years ago I purchased a fit bit make alike from China to try out at around 30$. That lasted 19 months when strap broke but display was still ok. Later when I changed to original fit bit and bought from US at 120$ , the display lasted 10 months which fit bit replaced with a new one whose display lasted 9 months. The straps are OK. No original fitbit 3 that I used lasted even a year ..:)