My experience with Inspire 2 and Support

[SunsetRunner]

Fitbit Inspire2 band kept falling off when we brought it so we returned it. The customer support team is rubbish, they give misinformation. When you complain they don’t have any way of dealing with complaints - only disputes - and apparently one highly annoyed customer still waiting for a resolution is not a complaint or a dispute! They are hopeless!!!

Moderator Edit: Clarified subject

[SunsetRunner]

You work for Fitbit Headquarters?? Amazing! I have been into support so many times and every time I have asked for the Head Office address and I am told that it doesn’t exist! What is the address please

[SunsetRunner]

Fitbit customer support is useless - they don’t reply when they say they will, they sell products that don’t work and don’t understand the meaning of customer resolution! Oh and their headoffice does not exist - according to online support

[Odyssey13]

Hi @SunsetRunner your posts were merged together as the intro thread isn't the place to ask about the company, but it's a place to introduce yourself. These are the community forums and not customer support. Moderators can assist when there is a need to get with customer service. Right now, as with most companies, Fitbit is stretched thin. Why do you need the address for the home office? Can you explain a bit more about what's going on so that your concern may better be addressed?

[baldhariwal]

I have the same issue who do you complain to about the service you get.....seems like there isnt a department that does this because you think everything is going very well. Well it isnt and would be nice to know who to complain too

[Odyssey13]

Hi @baldhariwal  the post you replied to is almost a year old. It really does help to know exactly what's going on. The original poster didn't return, so it's hard to know what happened. If you have an issue with customer support, it would be good to know what the issue is, so we can get you in touch with the right people.

[baldhariwal]

the straps on my fitbit inspire keep coming out as the unit itself has a crack on the pinhole so they dont stay. rang up amazon who put me to fitbit who then organised a replacement unit. Well the email for it never came so I chased it after a few days they assured me it was on its way. it comes and its fibit charge 4. So its the wrong replacement. So now I have 2 imcomplete units one with no straps and one with straps that keep falling out. tbh I just wanted my inspire 2 to be replaced. rings them up and they say until I dont return the charge 4 I cant have a replacement inspire. I pointed out I never wanted a charge 4 and I think maybe an error on the representative has picked up a wrong email address they send the replacement out too.

So being annoyed as this has already taken 2 weeks i have zero confidence in them being able to sort this out. Hence why a complaint department would be nice.

In the meantime Im just considering getting something else as this wasnt very difficult and its been nearly 3 weeks now so dont want to waste another month on it.

Really and error on the represetatives part shouldnt have to be put right by the customer which is what I was being asked too do.

Rubbish customer engagement if you ask me.

[Odyssey13]

@baldhariwal  I've asked a Fitbit Moderator to stop by to address this with you. To highlight it: your Inspire 2 band broke and you were told by Fitbit support that they would send a replacement device. When it arrived, it was the Charge 4, not the Inspire 2. Support is telling you that you need to return the Charge 4 in order to get the Inspire 2 replaced. Is that pretty much it? Do you have a case number that you could share with the Moderator? The moderators on the forums are employees of Fitbit, so they can help.

[TJiminiCrixets]

I have now been over a month waiting for my replacement Inspire2, which also broke in the same manner as yours, the band fell off repeatedly even though the device was less than 6 months old. Every time I speak with customer service (3x now, and no one ever reaches out to give me an update) they tell me my replacement will arrive in 5 business days from the time they receive my return… except my return has been “processing” or in allegedly (according to my 1st customer service rep) in expedited transit. Every time I speak with a rep they seem to have no idea that I’ve already reached out many times before with the same issue. I just want my replacement. At this point I should’ve just returned the broken device for a refund and gotten an Apple Watch. Would’ve been much faster and much better customer service. 

[AndreaFitbit]

Welcome to the Fitbit Community, @baldhariwal, @TJiminiCrixets, thank you for your assistance and heads up @Odyssey13. I'm sorry to hear about your experience with your Inspire replacements.

@baldhariwal, I checked all your cases and noticed that you called our Support Team yesterday. Were you able to resolve your query?

@TJiminiCrixets, I'm sorry to hear about your Inspire 2 replacement process. I've also checked your cases, I wasn't able to find your replacement order ID to see if I can track it. I sent you a PM in order to continue assisting you. 

Thank you for the heads up @Odyssey13.

Keep on visiting the forums. 

[baldhariwal]

Hi Andrea

No not really.......as the resoultion offered was send back a unit that I didnt want in the first place with no real timings on when it would come. All I want is a Inspire 2 replacement unit its not that difficult.

Bal

[AndreaFitbit]

Thanks for getting back to us and for letting me know that you were  not able to resolve your query @baldhariwal. 

I understand how frustrating this could be and you can ask our team if there's another way. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Keep on visiting the forums. 

[baldhariwal]

Can I just not have a replacement unit sent out? I mean thats all I wanted
anyway ?

Moderator edit: removed personal information. 

[AndreaFitbit]

Thanks for getting back to us and for your question @baldhariwal. 

Please get in touch with our team to resolve your query.

Keep on visiting the forums.