Thoughts about the Charge 2

[Gift_]

Hi,

I bought a Charge 2 as a gift for a friend..  The screen cracked and the fitbit is only 5 months old.  I called customer support, they asked multiple questions and were avoiding answering my questions.  I sent in pictures of the cracked screen and the linked email address. 

Because this is a gift they want to send the warranty link to my friends email and are expecting my friend to follow up with fitbit.  I've asked them to work with me, and they are refusing saying I'm not the owner of the fitbit even though I'm the person who paid for the item.

I'm very frustrated with my customer support experience.

Moderator Edit: Clarified subject and word choice

[ashwolve]

@Gift_ Hi and Welcome - I am sorry to hear of the problem you are having - I can only suggest that either your friend contacts support to get it sorted and explain that it was a gift - or your friend returns the device to you and you continue to communicate with support as you will have more details on purchase details etc and explain that your friend returned it to you they should be able to help either way but they do normally deal with the account holder of the device so your friend will have to remove device from there account if you take the second option

sorry I could not have been of more help

Kind Regards

Wayne

[soccersnaps]

customer support is a joke

[ashwolve]

Unfortunately since my last post I too have been experiencing extremely poor customer service , so bad that I had to raise an official complaint but with no way of accelerating it past customer support it has been thus far ignored along with phone being put down on me as they cannot/will not answer any questions about the issues raise - I am persistent though as it is now 257 days since I raised the official complaint and over 3 years since the initial issues that were constantly responded to by a mirage of responses but no real answers , these range from we are aware but cannot put a time scale on it (real meaning they don't intend to do anything) to just ignoring as if nothing is wrong or directed to here which is ignored by the majority of moderators or deleted as the company cannot handle the truth that the customer is not quite as important as they would like you to believe - just for some concept some of then issues raised could have been resolved in under an hour from graphs not having 24 hours to having a dark mode others would take more time but not the length of time they are now taking and they are not even resolving the issues with the newer products they are trying to push out - I hear you say but they might not be important but in reality this is poor quality control and attention to detail

@ZakICarey you mention customers support from many companies how has your experience with Fitbit been I have only really got  a sales pitch to spend more and the offer of a voucher but no real resolve, they were good for about the first year but have IMO gone really down hill which is a shame as if they would only listen to all their customers and solve all the basics they could become the leading company again