Customer Service experience

[Perine25]

This is the worst customer service, I was told i will get a replacement for my versa since the touch screen half of it stopped working. I didn't received the replacement used and in a bad condition i called the same day i received it kept getting nonsense replies and that i need to send pictures of the device, which i did on the same day. Then i was told oh we can't replace it until yous end it back we check that this damage isn't from you and then send you replacement. it's been 2 weeks " They didn't receive it yet" and i still have to wait until they evaluate it which is already their fault sending something used. Really NEVER buying Fitbit again in my life. It already has lots of problems. 

Moderator edit: updated subject for clarity. 

[TexanWoman]

I know what you mean. FitBit has Terrible, borderline useless customer service. They rely so much on their community to answer user questions, and the actual customer service interactions, in my experience, Never solve the problem you have. It's amazing. They have taken an otherwise loyal customer and totally broken that loyalty. I need a new FitBit because mine stopped working. They aren't going to help me fix it (very common: they don't fix problems generally). The hire people to represent their company that don't know how to fix anything. They literally just needed to not screw up a good thing (not lose an already loyal customer), but they screwed it up. They don't fix programming complaints on their app. Apparently, they don't fix hardware issues so much. So, now I'm going to shop around for a new tracker. It's really sad. 

[Samissami]

The same here. After Google purchases Fitbit everything went downhill. I have been loyal since the very beginning of Fitbit, but I am also never ever buying a Fitbit again. 

[Duc916]

I, too, had a "lukewarm" experience with my Fitbit Versa 2 and documented all of it here in the forums approaching a year ago now.  I moved on though do miss the Community.  It's unfortunate if the experience I had and similar to OP's is still occurring.  Best of fortune to you all on your future Fitbit purchases and customer service interactions if you choose to stay within the Fitbit ecosystem.

[AlyssaAmir]

I’m just soooooo angry with FitBit Support. They keep telling me to wait one more day and today is the 14th day of when I’m suppose to receive the device. So useless! They asked the courier to provide evidence that they have yet to receive the device to be shipped to me. How are they suppose to provide evidence when they have not received it!!!! 

[SHaziz]

Same here. Worse support ever. My order did not arrive after the 10 to 14 days delivery period (I actually waited few more days!). The courier tracker always states that it is still at sender's location. Then they blamed the courier service and insist that it has been shipped. When it did not arrive at the date that it was suppose to, I asked for a refund. They finally acknowledge that it was not sent but instead of a giving me a refund, they 'sent' another one. And guess what? After 7 days from their 'shipping' date ( where they tell you it has been shipped) when I tracked it, it is still in Sender's place! What a joke. Contacted them again, same answer, already processed so cannot cancel it..yada yada yada...kept asking them to escalate but I dont think they have any escalation process. They don't even have email support so you always have to go the live chat or call them and they will give you same answer. Never ever buying again. Shame though, I have no issues witht their product so far. But bad support is enough to deter me from buying again.

[reps456]

You're not lying!  I just had a rep end a chat while I was still typing!  Rude and unhelpful?  Understatement.

[scout7777]

I purchased my third fitbit Versa. When it works it has been very helpful for my weight and exercise goals. But I won't be buying a fourth fitbit, because I have had numerous problems and terrible customer service. Frequently they can't help you and the so-called escalation via email is worthless.

[Pjauhal]

I agree I will never buy fitbit again. Their  customer service is the worst. My fitbit app stopped working because I couldn't get past the 2FA screen. They should just simply by pass the policy for me. I sent many emails for help, spent hours on the phone with customer service, they told me they will reach out by email. I've received no response, they said it's been escalated (the said the same thing days ago), the representative said he has no idea when a supervisor will be available or when this problem can be solved and I was just provided the same standard set of instructions that I and the representative tied on the phone. I have absolutely no faith in their approach or ability to serve their customers . I wish I had bought the Apple watch instead, regretting buying the FitBit Versa 3.

[caboyd53]

Still horrible,  I am getting that run around too and Customer Service Chat is such a waste of time. They just keeping repeating the same line over and over again. I can contact them again when 7 days has gone by, because you know it takes 5-7 days. Label was printed 5 days ago but USPS still is waiting on the package, a joke. 

[Wastedmoney]

Fitbit has failed. I won’t purchase Fitbit in the future.

[scout7777]

Fitbit has really poor customer service. Some of the Worst customer Service I have experienced in my life.Long initial waits, and holds that can go beyond an hour. Holds that never end. No one comes back. I have been on hold for almost an hour as  I write this and I just placed an order for my third Versa in 4 years. I doubt Sharon will ever come back. Why because she apparently can't read. She refuses to give me any assistance. Three Versas in 4 years. Why because when they work I like them. But they last less than 2 years. The app has frequent "gltches". An hour on the phone with Sharon and still - Nothing!!!

------

I have a Google Pixel 4a. The customer service provided by Google is excellent. So I don't think we can blame Fitbit's horrible customer service on Google.

[bakkakaek]

Hi I spoke to five different people on chat to get my Fitbit versa three to work. I can’t get text messaging on it notifications on it and I can answer my calls on it and I reached out to the Fitbit chat talked to five different people who could not find what the issue was, did the same thing every single time I talked to someone and then they said that the higher-ups would reach out to me and I still have not heard from anybody at Fitbit this is going on two weeks already. This is just ridiculous. 

[8strings]

Me Versa 3 quit on me after about 11 months. I had purchased the extended warranty for $30, not realizing it was an Allstate policy and had a $20 copay to replace the device. I paid the 20 bucks; now 3 months later the device won't  sync. The watch still worked and it still counted steps, though. I called Customer Support. The steps they gave me not only failed to work, now the watch and step counter are also broken. They referred the case upward to the warranty department, who emailed that my warranty was now up, would I like to purchase another one? Totally useless. I am looking for another, hopefully more reliable fitness tracking device, made by someone else!!

[MarkMM]

11 Months + 3 Months? The extended warranty doesn't expire in 14 Months. Have you tried contacting All State directly?

[Ej3411]

Agreed. I purchased a Fitbit a few days ago thinking they would have a good customer service. Replacing my Amazon product. As far as customer service there’s not even a comparison to Amazon. I only hope I like the product because the customer service has not helped with anything. 

[Indira06]

I have had a horrible experience which Fitbit. But a month ago I called them about my Versa3 and the fact that he had stopped working. After a long conversation with a man name, Oscar, I was told to send pictures in that one day to receive the pictures they will make a resolution. I was told my new versa would be male the beginning of August. Then I was told my Versa  was on back order.  Then  I was asked if I am American citizen. I have been contacted by two people with different information and yet I have no idea when I will get my item. This is horrible customer service.

[kliph]

 Fitbit Customer Service is the WORST!! I have gone in circles with these people for over 3 months. They never intend to actually stand behind their product and do the right thing, they drag it out for months and then stop communicating with you. The few good reviews you find are most likely themselves trying to counteract ALL the bad reviews

[Sord00]

I couldn't agree more with all of you. The customer service experience was terrible. They simply didn't believe me when I reported a battery issue I had. They refused to exchange my Fitbit or even inspect it, even though it was still under warranty. They closed the case without any notice. The chat conversation was cut off before I could finish. There isn't a reliable way to contact support properly.

[MarkMM]

@Sord00 They usually have you run a battery test where they can see on their end if there's a battery issue, if you complain about the battery. Did you do the battery test?