Customer Service feedback

[Juan427]

First my watch stops working after just 2 months. Then I spend 2 hours chatting with "so called" tech support person who knew nothing about the product, but just read a script to me. Then they finally send me a return label. I mail the thing in on June 4. I call them on June 21 to see what the hold up is. I get someone who can barely

Moderator Edit: Clarified subject & word choice.

[YojanaFitbit · Accepted solution]

Hi there, @Juan427. Thank you for sharing your feedback. We're sorry you feel this way about your previous interaction with our customer support.

We‘re taking into consideration your comments and sentiments with regards to our services. Your case has been updated and if you have any other question, please reply to the last email you've just received.

Thanks again for vising our Community Forums.

[Juan427]

Thank you for getting this situation rectified so quickly.

[YojanaFitbit]

@Juan427 I'm glad to know that you will get back on track soon. If you get the time, take a moment to visit Health & Wellness to talk with other members about all things health and fitness.

Thanks for posting and I hope to see you chatting around enjoying the Forums!

[PowellM]

I get it.  My Charge 5 stopped working and I had to send it in two weeks ago.  They have told me twice that they are expecting it to arrive “that day”.   The tracking number I had was completed when it was handed off to a third party, so I can’t track it now.  I don’t know what to believe now, I am wondering if it’s lost. Regardless, it was only a few months old when it stopped working and got so hot it burned me when I touched it. I was told they can’t replace it until they inspect it.  Now it seems that may not ever happen.  I was already disappointed in this model, and this isn’t helping. Hopefully you got your situation taken care of. 

[Tego]

I’m impressed that you guys at least got to send your trackers in. I can’t even get that far. I’ve had 3 long conversations with customer support telling them the issue I’m having with my Charge 5. They sent me an email with a case number and asked that I send a video showing what it’s doing (Its not doing anything. It won’t turn on). I did as they asked, and it’s been 8 days with no response from them. I called and talked to someone today who told me she couldn’t get my video to open. I told her there’s really nothing to see since it won’t turn on. She insisted she had to see the video and that she would send a new email as soon as she hung up the phone. It’s been 4 hours, and still no new email. SOOOO friggin frustrated with Fitbit support right now. Don’t know what to do next.