Customer Support feedback

[Chantelle0108]

I didn't know where else to go to write a review, but I just wanted to say how awesome the fitbit support team is! My versa is only 2 months old and the water proof seal on it was defective and so It stopped working in the pool yesterday. I contacted support this morning and they're replacing it for me. Such a quick, easy and stress free process. Thanks so much fitbit community!

Moderator edit: subject for clarity

[K12H]

I had similar initial experiences with a defective versa. Unfortunately the replacement also stopped working and once my warranty was up Fitbit offered no support. I hope you experience does not end in the same disappointing way mine did, stuck with a defective product.

I had such a similar experience, as soon as my warranty expired and they had no obligation to help and fix their broken product I got useless response. Save up for an apple watch instead, huge waste of money. 

Moderator edit: merged reply

[MarkMM]

@Rsscott Unless you bought somewhere like ebay? 6 Months would be under warranty. They wouldn't be offering 35% off.

Also, why would chat support get back to you if you told them their offer was unacceptable?

[ALouiseM]

Same...twice.

[Cdiane]

I agree.

My old one only lasted 2 years and my recent one only has an black screen. I did everything to fix and even though I asked for help, the best they could do is send me an discount.

I don't think I want to buy another one for a long time.

[SunsetRunner]

After babying my versa 2 I get confident enough to go in the pool with it for the first time and the screen immediately came off. Watch clearly states underneath that it’s rated at 50 meters under water, it didn’t even go bellow 6 inches. I’m extremely disappointed, support just gave me a discount to buy another one. Why would anyone buy from a brand that may or may not keep their word on advertisement? The seal was basically a tiny black strip, no way that would have held under 50 meters of water. If it had not said it was waterproof I would have never gotten it in the pool. None the least what if this caused the battery to short and explode? Tons of lawsuits that’s what would happen!

[Ceatsrini]

Bogus fellows. I threw my Fitbit versa away and bought an Apple Watch 6 series. Amazing watch it is. Very happy


V. Srini
Sent from my iPhone

[djsmith]

Good luck with that. I sent my Versa 2 back for a problem on October 2, 2020, while it was still under warranty. I used the label they sent me and it did not arrive at the destination until October 27, 2020. I did not receive my replacement Fitbit until after November 11, 2020, which was their shipping date. Just wanted to let you know that you may have over a month's wait for that replacement item.

[mtczajka]

People are responding to your glowing report of Fitbit support so others know that your experience is not common.  Support just keeps telling me that they are working on it, if I want to return the defective watch, I have to pay to do so.  It's good that you were helped, but that seems to be very rare.

[Stephenjozsef]

Have no idea how to place a review but I am also extremely disappointed. Came on vacation to Cuba it won't sync has lost a minimum of an hour a day it time so I cannot track steps which I have been religiously doing for years . This is my third and last Fitbit . Absolutely crap that it has to be in constant communication with the phone in order to keep time . Very very disappointed!!! 

[Toly]

Hello, that's so interesting, thanks for sharing. The first message in the chat I saw and it was about a faulty device. It makes me thinking faulty device is a most common issue? I've got Inspire 2 in Feb 2022 and was quite happy with it. In one month it started behaving, dying for short periods of time but coming back to life. Later it started blacking out for more than 24 hrs, and now it looks like it died completely. I had a nice chat with Support guy and I thought it was a fantastic service at least to replace if quality devices cannot be manufactured, but next day they send me an email saying they've got an issue with my name and country. Well, nothing to say more ...    

[Eharrell]

I had a similar issue with the same experience. Very bad company , with even worse ethics 

[wowalkitoff]

I’m glad you had good a good experience, my most recent one was terrible & I won’t ever buy a Fitbit again. I’ve had a few different ones for the past several years and not had many issues. My most recent was the charge5 and it didn’t work great from the beginning. My least favorite Fitbit by far…It is under warranty still, but was lost on its way back to them. Honestly the Fitbit response has been terrible & completely unhelpful, I’m going to try a Garmin. Does anyone have thoughts on the garmin products or service?

[VirginiaJeffery]

Hi, I've been a Fitbit user for many years now. I currently own the Versa 2. I was very sad to see the recent changes made to both the Fitbit app and the watch itself. First of all, we are all sad about losing our community and fun challenges. Those kept us moving. I loved Fitbit bingo. Anyway, my main reason for visiting the site today and speaking with a tech was that the Pandora Music feature was removed from the watch. I would use Pandora during my gym workouts and during my daily walks. Now, I have no music to listen to. I learned today that I would have to use Spotify to transfer music to my Fitbit. Super inconvenient. Pandora used to automatically download my favorite stations. I've never even used Spotify before. I pay for Pandora and I like that it just shuffles songs for you. No need to make a playlist. Bring back Pandora please. That is all. Thank you.

Last note, I probably will not be getting a Fitbit next time I upgrade my watch. Just saying. 

[HydeParkBooks]

While Fitbit is a good tool for motivating people to be more active and allows you to connect with family and friends to achieve the same goal. When it comes to their customer service skills they are lacking. It has to do with their poor communication skills. They do not respond when you contact them on social media sites like Facebook Messenger and if and when they do it is very slow.

Why have options like Messenger as a way for people to contact you if you dont respond

[Ragzie]

A big no to Fitbit. I have been buying fitbit watches for myself and my family since 10 years. But please note once your watch is a year old and you face a small issue repair is almost impossible and fitbit is going to tell only one option to fix which is buying another one. So the watch you are buying is only for one year and forget about it even if you buy a 15K one or 25K one.

[MarkMM]

What's a 15k or 25k Fitbit?