help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Shocking customer service

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎06-09-2020 23:31 - last edited on ‎09-16-2020 11:33 by Fitbit Moderator

‎06-09-2020 23:31 - last edited on ‎09-16-2020 11:33 by Fitbit Moderator

I purchased the special edition Fitbit charge 3 less than 12 months ago and the screen developed a fault 7 months in. When I purchased it I was led to believe it came with 2 years warranty. I contacted the retailer who advised me to contact Fitbit directly. Fitbit tried to fob me off and sent emails explaining how to charge/ reset my Fitbit. I explained that this wouldn’t resolve the issue because the screen wasn’t displaying info correctly. After going back and forth I asked for a refund, because I lost my faith in the company and the device itself, but they refused to issue it. Few weeks later they finally confirmed they sent off a replacement pebble. I’ve been without a working Fitbit for weeks and I used to use it every day before that. The customer service was shocking. I purchased a number of fitbits and I really loved the brand but this is definitely the last device i purchased from this company. You need to sort yourself out. Looks like you went downhill when you started to grow

Best Answer
Labels:
1 REPLY 1

‎06-10-2020 03:35

‎06-10-2020 03:35

I am new to Fitbit and it disheartens me to read this post.  I just thought I would comment that, as a person who deals with hundreds of people a day in a call center environment and has been doing so for over 25 years, it may have been that you just dealt with someone (or possibly a few people) who was having a bad day...or possibly someone who was new and ignorant when it comes to dealing with customers.  Many call center reps are having to work from home which is an entirely new experience (raises hand 😉), which adds more stress and can effect our customer service.  I am not saying it is right, nor  I am not trying to minimalize your experience - just trying to add a little clarity.  We all have bad days and we all were new at one time...and I also know it sucks when you are the person on the phone.  My point is, if you have been happy with Fitbit until this experience, you may want to give them another try.  Most companies know that only one negative experience can sour the relationship with a customer.  The company I work for has a department that handles customer service issues/complaints to resolve them and retain customers.  I  am sure Fitbit does too (I hope so!).  If you feel as strongly about the customer service you received as your post suggests, I would recommend you reach out to them; email then directly.  Not only will it help you regain some of your confidence in the company, it could also provide feedback and serve as a learning experience for the rep(s) you spoke with.

Best Answer