Feedback about Customer Service and Versa Lite

[Salter77]

So have replied to posts on here and have posted lots on Twitter to try and get an answer to when Fitbit will take responsibility and actually care about it's customers who have been conned out of money to be left with devices that don't work since Fitbit issued a software update and app update that killed devices and screwed up many functions like Heart Rate, Battery Life and Syncing. 

I have had one replacement from Fitbit and that proved to be even worse as battery died within 15 mins from being on 56% . Reported this issue to Fitbit straight away but told me to charge and wear for a week so they could see if was an issue. 

Refused and have asked them to pick up the piece of crap they sent me and at same time upgrade me to a Fitbit Versa 3 free of charge as Argos where I originally brought it from in UK will allow me to exchange for another but would have to pay £60-£80 more for another device. 

My Versa Lite will only sync while charging or if constantly on the move outside. Heart Rate levels are rubbish. Jogging this morning and showed 84bpm. Normally would be between 153bpm to 164bpm. Won't recognise Fitbit if phone is connected via WiFi either. 

Fitbit were quick to inform me that I'd unpaired the replacement piece of crap Versa Lite but funny haven't replied in over 4 days to request they send courier out to pick it up and return to them. 

Customer Service is atrocious and can only reply in generic replies and truly believe that all users are dumb and that all of the products they sell are 100% brilliant and not faulty. 

So if anybody from Fitbit reads this then please

A: stop misleading users that there is no known issues at the moment 

B: Stop conning people into buying your products with false promises that it will work 

C: Provide training for your staff to actually read emails and tweets and give an actual answer instead of generic BS. 

😧 For all users affected instead of offering a discount then upgrade them to the latest version of the model free of charge 

E: Issue what the actual problem is and when expected to be resolved 

Your Service Level Agreement to fix issues must not be worth the paper written on because this issue affects thousands all over the world. 

From a very disgruntled, fed up and bored of you constantly keep repeating 

Moderator Edit: Clarified subject

Moderator Edit: Content

[RicardoFitbit · Accepted solution]

Hi @Salter77, your participation here in the Community Forums is appreciated.

Thanks for taking the time to share your thoughts and personal experience with your Versa Lite, 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.

[Salter77]

Yes. A few questions actually for you to answer. Go through support who don't acknowledge that a software update and app update has caused so many people so many problems and ask why haven't you acknowledged such an issue ?

And why should users be out of pocket when it's your fault as a company that these faults have occurred ? Argos in UK are happy to exchange for another Fitbit but closest one is £80 more. 

Mine was 6 months old when your software update has caused it to fail so often. And the replacement Fitbit Versa Lite sent out was a model that didn't even update to newer software as when searched for update it didn't find it. 

As a company to avoid such negative comments then I suggest that you first acknowledge the problem and give a timeline on solution and provide updates throughout the process. 

This would avoid the amount of cases opened and work support would have to do. 

[littlenutmegan]

I love how this was marked as solved and they never responded to you. 😕

[MarkMM]

@littlenutmegan This is a community forum and not actual Fitbit support. The moderator pointed out the OP has a case going with support, and should continue with them. I don't see what the issue is. 

[SunsetRunner]

Totally agree.  I was in a post where they instructed the IOS users how to fix the issue and to call Customer Service if there are issues.  If you have an android please call customer service to help you with this issue.  Well this Android user chatted with Floyd from Support and was told that my device MAY be defective and this is not their issue, so here is a discount code to order new.  In the mean time I am logged out of the app and my battery is fine BUT researching other competitors watches.

[mtczajka]

They acknowledged that my problem (music downloaded to Versa doesn't play over earbuds) is a known issue, the developers are "working on it", but after 2 and a half months, Fitbit cannot make an advertised feature work. I think their method is to string people along until they give up.

They said I could return my watch at my expense.