dashboard

[alphalfa]

I called customer service on Tuesday, July 12 to ask why I did not get credit for exercise that was done on Monday.  I walked 40 minutes on the treadmill and had 10,020 steps.  On Tuesday, I again walked 40 to 50 minutes on the treadmill and had 16,103 steps.  The man who was helping put me on hold to check on something, then asked me for a good review.  He did not give me a case number or send me an email.  When I finished talking to him I checked my dashboard.  He had changed my steps on Monday to 6,330 steps and originally it said I had 1440 active minutes.  I would have had to walk for 24 hours straight to get this.   My steps on Tuesday were changed to 3,466 steps.  I called back three times and each time the person hung up.  No one returned my calls. On Wednesday morning, I called

at 5:00 A.M. to try and resolve the problem.  Jenny was helpful and sent me an email to try and help.

When I called her back, she said she could not change the dashboard.  My question is why could the man from Monday change my dashboard? Why couldn't someone correct this problem? I have had three fitbit products in the past and am extremely disappointed in fitbit's customer service now.  

[alphalfa]

I called customer service on Tuesday, July 12 to ask why I did not get credit for exercise that was done on Monday.  I walked 40 minutes on the treadmill and had 10,020 steps.  On Tuesday, I again walked 40 to 50 minutes on the treadmill and had 16,103 steps.  The man who was helping put me on hold to check on something, then asked me for a good review.  He did not give me a case number or send me an email.  When I finished talking to him I checked my dashboard.  He had changed my steps on Monday to 6,330 steps and originally it said I had 1440 active minutes.  I would have had to walk for 24 hours straight to get this.   My steps on Tuesday were changed to 3,466 steps.  I called back three times and each time the person hung up.  No one returned my calls. On Wednesday morning, I called

at 5:00 A.M. to try and resolve the problem.  Jenny was helpful and sent me an email to try and help.

When I called her back, she said she could not change the dashboard.  My question is why could the man from Monday change my dashboard? Why couldn't someone correct this problem? I have had three fitbit products in the past and am extremely disappointed in fitbit's customer service now.  

[Odyssey13]

Hi @alphalfa  I've asked a Fitbit Moderator to stop by to assist you with this.

[JuanFitbit]

@Odyssey13 , Thank you for informing us about this thread.

@alphalfa , A warm welcome to the Community! Thank you for your message and feedback. 

I apologize for the experience you got. Please believe me, that this is not the one what we want you to be having.

I've informed our team and they will review your case and you'll be receiving a reply per Email soon. 

Thank you for taking the time again to share your experience.

See you around. .