Where do I leave feedback on Fitbit? Closed

[daytona955]

Im finding no-where that i can leave feedback or even ask questions if i want a genuine straight answer from FitBit. I orderd a new strap for my wifes Charge2 back in october. I knew it would not ship till november, but asked half way through, where my item might be. Just got an answer "will be shipped in november". SO...i asked again near the end.."in a week" ..that was 2 weeks ago.I have asked for a refund yesterday, and got an email late last night.."its been shipped"?? Nothing else, no APOLOGY, nothing.So checked tracking and get nothing from it. Its not a huge amount of money, pence really, but the fact of no apology in all the time ive been in contact as to why or when or anything, thats what gets me now-a-days when trying to deal with companies, why can they not just give that small amount of customer care when dealing with anyone. I still want my refund and do not want to deal with FitBit at all really because of this, but i guess im going to get the run-around......

Moderator edit: updated subject for clarity. 

[Rich_Laue]

@daytona955 I suggest looking in one of two places.

On the app go to settings or account, this depends on what phone you have, now click on help, then contact Fitbit.

Look in the top right corner of this page, click on the question mark, then click on contact Fitbit.

If you have a question or comment for the Fitbit developers then look at the Feature Suggestion board.

https://community.fitbit.com/t5/Feature-Suggestions/idb-p/features

[Paddleboarder12]

That is a good question.  I would love to give some feedback also.  I bought a fitbit 2 months ago and the screen cracked yesterday.  I have no clue how it cracked I just looked down and it was broken.  I was not doing anything other than my normal household routine which it should be made to stand up to.  Well no warranty because I don't know how it broke. Of course offered a 25% discount but that gets to be a bit costly if I am replacing it every couple of months..  I have owned several others and usually last a year.  I am don't think I am asking to much for it to last longer than 60 days.  Apparently the quality and the customer service is just not as good as it used to be. 

[CDK1]

This company is a joke. My Fitbit broke under warranty. They sent me 2 replacements and neither worked. I have been waiting a month to get something that works. Customer service is terrible. They just say keep checking it will work sometime. No upgrade offers or anything. This company should go out of business. They can’t make a product that works. 

[SunsetRunner]

Hi there, I too have experienced the same issue. I contacted fitbit and got the same run around. The kicker is that Fitbit is aware of this happening and has done nothing to resolve the issue. This defective is on them, and I believe as a consumer we all should be compensated for their product defect. I wanted to leave a review but have not been able to find a link to leave an actual product review like Yelp. Does any one have a site other than the Fitbit community? 

I give Fitbit a review of very poor customer service and product,  I would NOT recommend buying from fitbit. 

[CDK1]

I am looking for a good place to leave review. I have been waiting 2 months for a fix. Not a good company. Don’t buy their products.

[ClickedOn]

I purchased a FitBit Ionic in Feb 2018. The Bluetooth connection to my headphones broke within two months, the GPS stopped working at ten months and now FitBit has refused to honour the warranty as they said the shop I purchased the watch from isn’t authorized by them to sell it. Really disappointed in the poor manufacturing quality and bad customer service and the final straw was their refusal to honour the warranty within the 12 month warranty period as they said the shop I puchased the watch from isn't on the list of sellers where they provide a warranty. I wasn't aware that they could refuse an advertised warranty based on the shop where you can buy their products brand new . Last time buying FitBit

[CDK1]

Fitbit has gone down hill. Poor product and poor customer service. No one should but their products. They should go out of business.

[Rich_Laue]

Hello @ClickedOn without knowing which shop, we won't be able to comment. Fitbit does not honor eBay sales simply because their is no way of knowing who the original purchaser is.

[ClickedOn]

I was the original purchaser and it was through Kogan.com in Australia 11 months ago.

The website advertises a one year local warranty and FitBit are not keeping their advertised commitments. I’ve had very poor customer service during this process, a faulty product and now an advertised warranty not being honoured. It’s a trifecta of poor customer service, product and business model. It’s a shame as I was a massive FitBit proponent and advocate until this experience.

[Rich_Laue]

Since kigan.com advertises a one year warranty, have you submitted a claim with kigan? 

[Melton16161]

SAME thing happened to me today! And they did the same crap!!! 

[Rich_Laue]

Ahh @Melton16161 which of the several unrelated things mentioned above happened to you today?

Do you have a problem with Kigan?

Are you waiting for a watch band to be shipped?

Did the screen break?

Are you having Bluetooth issues?

To just name a few issues above.

[Melton16161]

SAME thing happened to me today! And they did the same crap!!! 

My screen broke for no reason and they would not offer to fix/replace. I understand you can’t replace every broken screen.... but nothing happened to break it 😭

[Rich_Laue]

Did you read the warranty before you bought the watch? Link will be found below

[CDK1]

My Fitbit was under warranty. They sent me a non working replacement. Has never worked. Haven’t fixed it in over 2 months. Customer service says they are working on this known issue and my case will be prioritized. 2 months later still not working. Won’t replace or upgrade me for my issues. Terrible product and bad customer service. Don’t buy a product that will break and they won’t honor their warranty.

[SJHPG1]

I agree, Fitbit has terrible customer support. This entire process has been incredibly frustrating. My Versa died within 5 months of purchase (bought it from Fitbit directly to avoid headaches...didn’t work) and I was quickly sent a replacement. Not the band or charger, just the watch face, which was “refurbished”. The replacement lasted just over a month until it suddenly died. Obviously the Versa is a defective product. I was told to send my watch face and charger back, which I did 3 weeks ago via FedEx. I called Fitbit today “your return is still in transit” (how is that even possible?) and rather than just send me a replacement watch, I still have to wait for them to receive their defective product, and it will be at least 2 weeks before I receive a replacement. I bought my Versa last July. Since then I’ve had 2 defective watches and we’re not even close to the one year warranty date. This is absolutely unacceptable, I’ll never buy from Fitbit again. Their customer service reps barely speak English, which makes the entire process even worse. As much as I’d like to wait a few weeks to receive another defective product and go through all of this again, I’m off to the Apple store for a watch that actually works. PS Dear Fitbit: stop replacing defective products with refurbished defective products. Fix the issue and send out an actual replacement (new, in the box, bands and charger included). Don’t make us wait a month for you to receive your defective product on the other side of the world before you begin the process of “evaluating” it. TERRIBLE CUSTOMER SERVICE. I should have purchased from Amazon, at least then I’d be able to leave a review warning others away from this company and product. 

[Voanwa]

I own a Fitbit flex and charge 3 now. Fitbit charge???over rated and in many ways inaccurate. A 20 dollar pedometer shows more accuracy on a treadmill or elliptical. Mistake buying this product. 

[CDK1]

All of their products are overrated. None work.

[Rich_Laue]

@Voanwa  is your$20 pedometer mounted on your wrist out waist. If it is mounted on the waist then of course it will be more accurate 

Fitbit looks at arm motions to try and figure out what the feet are doing.

If the user ID holding in to the super rails, besides possibly causing damage to the body, they rails keep the arm from moving in a way that the tracker can determine that the feet are moving.

Sorry @CDK1  I'm not sure if I understand your comment, how can the number one selling tracker  not work, would you not think that Fitbit will not be selling if that was so?

Please remember that every arm based tracker has the same problems of looking at the arm to tell what the feet are doing.