help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Feedback about Customer Service and Versa Lite - My experience

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎03-06-2021 07:58 - last edited on ‎03-07-2021 17:23 by Fitbit Moderator

‎03-06-2021 07:58 - last edited on ‎03-07-2021 17:23 by Fitbit Moderator

I have over 15,000,000 steps with my Fitbits.  Over the past two years I have become more serious about my walking.  I upgraded to a Versa Lite because of this.  I chose the Lite because of price and I knew I would not use/need all the features of the Versa.  I'm on my third Lite now and it is dying.  Fitbit offered me a 25% discount on a NEW device since the warranty on the ORIGINAL device had expired.  None of the three devices I have had have lasted six months.  I have spoken to different representatives over the past two years and they all work from a script.  They cannot answer basic questions if they are not a part of the script.  Each time you have to start from the beginning even though you have a case number that SHOULD have all the information.  Then when you actually catch them reading the info from the previous communication, they start stuttering around the fact that they do have the information from ALL of your previous calls.  I wish Fitbit took responsibility for a shoddy product that they discontinued after less than two years.  They refuse to do so.  As you can see from the many customer service complaints by others, Fitbit has moved from a company about movement and health to company about profits (dashboard splash page is a prime example).  I'm spending my day looking for an Apple Watch.  I have a number of Apple devices.  None of them have died after six months or even two years so I'm willing to take a chance on Apple.  Yes, I'll pay more upfront, but if I'm buying new Fitbits every year, the price is the same.

 

Over 15,000,000 steps later, this is how my relationship with Fitbit will end.  Like all breakups, it didn't have to be this way.  Good luck Fitbit.  I hope you get back to your roots.

 

Moderator Edit: Clarified subject

Best Answer
Labels:
2 REPLIES 2

‎03-07-2021 17:23 - last edited on ‎03-13-2025 08:43 by Fitbit Moderator

‎03-07-2021 17:23 - last edited on ‎03-13-2025 08:43 by Fitbit Moderator

Hi @Waitwhat, welcome to the Community Forums. 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I’d suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.

Best Answer
0 Votes

‎03-08-2021 03:16

‎03-08-2021 03:16

You know they are not actually customer support?. They are sales. They do some sort of runaround to the point you cannot take anymore and know getting anything fixed will be futile. Then they offer you 35% off a new one. I would assume they are on commission to sell so it is not in their interest to resolve your issue. 

Best Answer