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Customer Service experience

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‎07-20-2020 05:14 - last edited on ‎05-16-2023 15:13 by Fitbit Moderator

‎07-20-2020 05:14 - last edited on ‎05-16-2023 15:13 by Fitbit Moderator

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. 

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28 REPLIES 28

‎09-24-2023 10:08 - last edited on ‎09-25-2023 07:14 by Fitbit Moderator

In response to Sord00

‎09-24-2023 10:08 - last edited on ‎09-25-2023 07:14 by Fitbit Moderator

Sorry to hear that you had a bad experience with customer support.  I had issues with them as well. I had issues with charging my Fitbit.  It showed it was charging but battery was at 0%.  I am not under warranty and all they will give me 35% off a new one.  I refuse to do it.  My Fitbit was fine until the last update and now it is not working.  I will NEVER purchase another Fitbit AGAIN. I can’t believe it since you are still under warranty and they would not help you.  Very sad.

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I did not know they can do a battery test.

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‎09-24-2023 10:28

In response to MarkMM

‎09-24-2023 10:28

They told me that it's "normal" for a battery to not last long. The Charge 5 used to last between 5 to 8 days, but suddenly dropped to less than 24 hours, and then only 8 hours. The only solution they provided was to disable all features, which essentially renders the watch useless. And this barely allows the watch to last a full day.

Never going to purchase a Fitbit again

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‎09-24-2023 11:22

In response to MarkMM

‎09-24-2023 11:22

@Steels07 It used to be pretty standard if you complained about battery life. I haven't had a battery test in a while, but got replacements under warranty doing them a while back. They have you turn off notifications, drain the battery to 0, then charge it and they watch on their end how long the charge lasts. 

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‎09-24-2023 13:53

In response to MarkMM

‎09-24-2023 13:53

@MarkMM @Oh ok. They never ask me but under the circumstances with no warranty and if it was indeed the battery I would not get a free replacement but 35% discount on a new one. It is good to know for someone else here in the community.

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‎10-17-2023 04:10

‎10-17-2023 04:10

At least you got yours!  They promise 2 working days!  Ha!  Then when you contact them they blame the delivery company.  This isn't just a one-off either.  I had exactly the same problems last year!  So 100% failure to deliver.

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‎10-20-2023 21:14

In response to scout7777

‎10-20-2023 21:14

The dreaded 'escalation to email'. At which point you know you will never hear from them again...Easily the buggiest device and worst customer support of any device I have ever purchased.

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‎10-24-2023 19:15

In response to Breton66

‎10-24-2023 19:15

Same exact experience with the absolute non existent "will contact you  back via email". What an absolute abysmal customer service department. I pay for three Premium Subscriptions (to include one for each of my elderly parents). My fathers Fitbit stopped pairing with his phone over the weekend. I spent more than 90 minutes conversing via messaging option, only to be assured I would receive "additional instructions via email the following day". It's been four days and nothing.  Instead however, I received a cancelation email noting that Fitbit cancelled my automatic payment for MY Premium subscription. This makes absolutely zero sense. In the meantime, my father can't pair his watch to his phone and now my service has been disconnected. I again, reached out via that silly chat with us" feature only to have TWO chat sessions ended by FITBIT WHILE I WAS TYPING A MESSAGE TO THEM. Totally unprofessional, disorganized and a poor reflection on the company. When I finally got back to chatting with yet another representative, they kept typing another name in the chat box (wasn't even close to what name is on my account) and they wrongly accused me of requesting my subscription to be cancelled. None of this makes any sense, none of it. Absolutely the worst customer service experience I've ever had. I 100% will not be purchasing another FITBIT and will cancel all subscriptions for the remaining two accounts immediately.

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‎10-24-2023 19:22

In response to katncoach

‎10-24-2023 19:22

Sorry to hear this I was hopeful it would get better now that Fitbit is part of Google.

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‎10-25-2023 08:32

In response to katncoach

‎10-25-2023 08:32

After I had the bad experience I wrote about, I called Samsung support. They helped me re-initialize my phone without losing any photos or files. My phone then would link to my Fitbit. Fitbit recently updated their phone app; I haven't had any problems with syncing the two since then. Fitbit support is still useless, but you might try calling your phone support to see if they can help.Sent from my Verizon, Samsung Galaxy smartphone
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