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My experience with customer service

‎02-12-2025 17:44 - last edited on ‎02-13-2025 05:07 by Fitbit Moderator

‎02-12-2025 17:44 - last edited on ‎02-13-2025 05:07 by Fitbit Moderator

I have been waiting 3 weeks for a response for a warranty. I have a case number and when I call the customer service they just tell me that they can not tell me anything because it is with an escalation department but there is no way to contact them. I have sent multiple emails and I can not get any response. It has already been determined it is a warranty issue.

From what I see the customer service at Fitbit is terrible. They have no desire to help a customer. From what I have experienced their only goal is to make your experience as hard as possible so that you simply give up. 

Moderator Edit: Clarified subject

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3 REPLIES 3

‎02-14-2025 11:25

‎02-14-2025 11:25

Welcome to the forums @Unhappyk10. 

Thank you for taking the time to share this feedabck regarding the experience with Support. Sorry to know the difficulty.

As your mentioned and while reviewing your information I've been informed that you already contacted the Support Team for further assistance with this. In this case, they will let you know how to proceed. Keep in contact with them since they are working in your case. Please take a look at your inbox. 

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‎02-14-2025 13:12

In response to ManuFitbit

‎02-14-2025 13:12

As you mentioned I have already been in contact with Cust service many times and I keep getting a run around. It has been almost a month since I made the initial contact in regards to the watch not working. This is a brand new watch that hasn’t worked since I opened the package. It is clearly a warranty issue. Why is it taking a month for a warranty isssue?  This is terrible customer service for a poorly manufactured product from your company. What takes a month to determine?  Why has this not progressed. As noted already the customer service is an absolutely terrible and from what I see they have no desire to help a customer or to honor a warranty. When I spoke to customer service last I was told someone would contact me within 48 hours. That time has come and gone and I still have not received and contact from your company. 

Tell me again how good your company is!

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‎02-23-2025 08:35

In response to Unhappyk10

‎02-23-2025 08:35

I have the same issue.. I have a case number for going to two weeks now for inaccurate floor count. I am  been giving the run around every time i call in. Your case has been escalated to the technical team, we will get back to you.. all i get is an email acknowledging my call. Customer service is not providing a resolution, so whats the next step? Feedback from other forums is that Garmin and other products are much better... Agreed but i paid for money for this and need  a resolution, for sure it will be the last one bought... As i have bought four over the years 

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