Feedback about Customer Service

[Runner2001]

Fitbit by far has the worst customer service I've ever dealt with in my life. I bought a Versa SmartWatch under a year ago with a separate sport band. The guy at sportchek changed it for me right away and put the regular band back into the box. This past weekend I was looking for the box to check if they had any smaller bands so my sister could try and noticed that the original one was damaged. The metal holders that attach the band to the actual piece are damaged.

Now I'm back in the office downtown and I just contacted them letting them know about the issue. They said they needed a photo and told me to contact them again. I said I'd rather not wait again in line, and asked to be transferred to the supervisor. Apparently their servers were updating so they could not transfer the chat, and they didn't know when their servers would be done updating. they also couldn't provide the email of the supervisor. So I had to ask about 10 times to get to the supervisor before I was wasting too much time and just left. If this was Amazon, Apple, or even eBay my concern would've been dealt with already and I would have a new band on the way. I am not impressed with this service and expected more from the company. 

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Runner2001  asking for a picture is a pretty standard request. Right now, all customer support of various companies are stretched and not always as quick to respond. Amazon wasn't taking phone calls the other week and I've waited as long as three hours to talk to Costco - both phone and online chat. Try the options I'm posting for you and get the band issue resolved.

Reach out to customer support. Their phone number is (877)623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends, if you're in the USA. The phone number to call from the UK is: 0800 069 8505. Operation hours: 9:00am - 6:00pm. If you're not in the USA or if you prefer an online chat or email, then click for contact options

[RicardoFitbit]

Hi @Runner2001, 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 suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case.  

@Odyssey13 Thanks for the helpful information that was shared in your post.

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

[Runner2001]

Its not the fact that they asked for the picture that has me vexed. It's the inability of the customer service rep to provide me with the information I need. I asked for the supervisor and they said their servers were updating which is the most preposterous excuse I've heard in my life since if their servers were updating, how come it allowed them to chat with others through the network but not transfer the chats to other representatives. I've spoken to the head of my IT and he confirmed that this was merely an excuse and he explained when servers do update an expected time of completion is given to all employees, which again my representative was unable to provide.

In regards to Amazon and Costco, I'm not sure how it works in the states but here I get an answer within 5 minutes of being on chat. I appreciate you guiding me to the resources but would like to reaffirm that my issue is again with the inability of the FitBit customer service to provide me with accurate and true information.