How to get to a customer complaints dept

[TimeInv]

/start rant

I have been going round in circles, and bigger circles, with the Fitbit customer service.

I've had two Fitbits - over I think 3 years. Both have had the strap fail. So - I contact Fitbit - at this first point, I'm not that annoyed. I just want it resolved. Now, their customer service from about two layers in has been that bad that I've become *more* annoyed, instead of less. The issues are:

- Their teams seem to be unable to offer much other than some automated responses. This is infuriating, especially as they don't appear to be reading my actual emails.

- Each day it's a new support agent assisting you. Typically for customer satisfaction, companies should aim to keep just one or two agents helping a specific customer. This avoids them having to repeatedly explain the issue, and get the same stock response.

- They won't put me through to an overall complaints person, but are keeping my complaint at the level of the device (Charge 2)

- Since they don't make the device anymore, replacement parts are delayed in being sent

- There is appears to be no other way of submitting complaints, other than at a device specific level

- The support agents seem to just be trying to move the support requests off their list, as opposed to actually helping people

I don't want to complain about the device - I want to complain about the customer service. It is really cruddy. How do I get through to someone who can actually deal with that?

Yours, in grumpiness,

TI

[AlvaroFitbit]

@TimeInv Welcome! It's nice to have you on board! Sorry to hear about your issues with the Support team. Usually you get a survey at the end of the process that helps you express these issues as the surveys are reviewed by a different team. You could also ask for a higher level of support but it will always be through them. Please do take into consideration that things like replacement stock isn't in control of the Support team and they will try to work with you to find a solution so hopefully you will get your replacement soon enough.

Let me know how it goes!

[DDRmilehihounds]

I have the same complaints about customer service communications limitations and NOT honoring product warrantee.  If the replacement wristband is out of stock it is not my responsibility to keep checking in to see if it happens to be in stock.  That also does not allocate a replacement for me.  It's FITBIT's responsibility to do this stuff!!!  They have my email address, they can order a replacement for me, give me status, and send it to me when in stock.  Like the rest of the world does.  If they cannot do this, then they need to provide an alternate solution and HONOR their warrantee!!  Its not my fault that the wristband broke after 6 months of use, that they happened to discontinue the Charge 2 and not stock enough replacements.  Its not my problem, its FITBIT's.

[RoxinJax]

Im having issues with my fitbit charge 2 Green lights on the back are flashing  but its not charging anymore and seems dead   Its only about a year old.   Shouldnt this product last longer?   Any suggestions to fix this?  Yes I have troubleshooted over and over    And nothing changes    Alll suggestions are appreciated     Thank you

[Witchypoo]

My fitbit stopped working 2 months after the warrenty had run out. It has not been damaged in any way, its just died. I have contacted customer support, the 'help' ive had has been very generic. The best they can do as its out of warranty is offer me 25% discount off a new device...come on fitbit..2 months!! I expected more help from such an iconic, multi million pound company. But to be honest, i would now be loathe to purchase another fitbit product and will never recommend them again. So people beware, and fitbit, thanks for nothing

[RoxinJax]

True    Pretty sad mine stopped working only a year in    **ahem**s not cheap.   Should work for a few years!!  

[Worseproductson]

**ahem**bit number 1 lost due to broken strap 

**ahem**bit number 2 also lost due to broken strap 

Number 1 and 2 replaced at our own cost 

**ahem**bit number number 3 muliple straps broken replaced until the tracker broke off the broken strap and cracked the screen. Replaced with a refurbished tracker sent out by **ahem**bit. Which didn't even work. (Replace faulty with faulty) priceless.

Kinda lost count on **ahem**bit 3 think we are now up to 5.

**ahem**bit number 6 oh go on I'm  Sure they have sorted out all the issues by now,  NO! Five maybe 6 replies to emails asking me to try all number of things to try and make a faulty,broken **ahem**bit work. Be aware in my 1st email I made it planly clear I had done everything the website had to offer on fixing resetting etc but they insist on wasting more of my time and effort on replying to emails. The last was a joke "We are sorry to hear you are having trouble with your battery" if they bothered to look at previous emails they would know it's not the battery. I've been passed around from pillar to post and have made no head way at all. They are just taking it in turns to email me back think I'm up to 5 different **ahem**bit members.  I asked how to make a complaint sent me a link to this community forum. By far our experience has been awful and it's fair to say no more of our hard earned money will be spent on this rubbish after they replace yet another faulty **ahem**bit 

[marenholmes]

It's infuriating! I know the people who are answering phone calls and in the instant chat support aren't able to change anything, so I hate to get upset with them, but the fact that the best this company can do is offer 25% off a new purchase is LAUGHABLE.

I had a charge 2 that had the screen crack all the way through the middle. Luckily I was in warranty, so they sent me a replacement. The replacement, right out of the bag, can't even pair with my phone or laptop. After over an hour with the customer support trying to figure out what the issue is, it's determined that the fitbit itself doesn't work. But since it's outside of my original warranty, they can't do anything about it. Excuse me? This company sent me a faulty product and now they won't replace it? And the number of customers I've seen saying that a month or two outside of the warranty the product just stops working or breaks is ridiculous. The number seems too high, like it must be intentional that the bits only have a life of 13-15 months. So they're right outside of that window where you can get any help.
I'm really upset and although I loved my fitbit when it worked, I can't justify getting another one if I'm just going to have this same problem a year from now.

[MarkReth]

Getting to customer support is not going to solve your problem.  I contacted them several times about the same "known problem" and they are useless and there is no real escalation to get help.  These watches are disposable and Fitbit just wants you to buy another one.  I got so frustrated with Fitbit and their "lack of" customer support that I just threw it away and bought an Apple and have not had any issues in 3 years.