Feedback about Support team

[Kellievanessa]

I did not know where else to go with this I’ve tried ringing, chatting and everything else with Fitbit and I’m honestly so disappointed! I bought my Fitbit last April and in November it stopped working due to an app update so I contacted Fitbit they were so helpful and sent me a replacement but when I got it this morning it was covered in scratches, I contacted the support team on chat and was told I had to return it, they would send me a prepaid package and then I’d have to post it back and I would receive a new one in the new year!! I was not happy and told them I’d like to complain when I was informed that they don’t have a complaints team or procedure and they would only take my comments as feedback! I rang the support team and was provide so much miss info and talked over by a supervisor Kishana to the point I hung up! I’ve never experienced such a bad service. I realised when I got the package that it was a lilac Fitbit not charcoal and I was informed by the staff that I was provided with someone else’s Fitbit that they either didn’t want or was fixed! I’ve disinfected it so many times because I was concerned how much it was handled! I’m sorry for such a long message but I’m honestly stumped that such a big company don’t have proper procedures in place and staff who can actually provide assistance!

Moderator Edit: Clarified subject

[EricCR]

I've had 2 Versas fail on me (a Lite and a Versa 2) in less than a year and under warranty. First time they replaced the Lite with a refurbished one, also full of scratches like yours. I didn't mind too much because mine wasn't pristine to being with, but anyway. Then my Versa 2 failed last month and I'm still waiting for that prepaid label. The very fact that they are forcing me to return the watch this time infuriates me. I understand that some people do steal the watches with the excuse that they need a replacement, but I'm sure Fitbit can verify that I've had 4 models since 2018 and I've not synced anything to the app in 30+ days and shipping stuff in the middle of the holidays is a recipe for disaster.

Moderator Edit: Word choice

[Julr]

Affects my replacement too. Terrible customer service. I’ve bought two and thrown my money away

[MarkMM]

You can probably thank other users. I didn't have to return mine a while back for a warranty replacement, but since then I have seen people actually bragging on fitbit.com that were were putting replacements on ebay. May have something to do with Fitbit wanting your current watch back first? 

[EricCR]

@MarkMM I suspect so, but I'm sure Fitbit has a way to check for a customer's records. Say, since the first time you created a Fitbit account, how many devices you have had, how often you sync and what was the last time you synced it? For example, if I ask for a replacement saying that my current watch is dead but I synced to the app 2 hours ago, then I'm probably lying. If I've requested 3 replacements in 6 months then I'm probably lying too.

The way their support is handling everything is "guilty unless proven innocent" which drives loyal customers away (I'm one example). They did replace my Versa Lite with zero fuss last year, but now that my Versa 2 suffered the same fate it's like I'm dealing with a completely different company, for the worst.

[Julr]

That is my same experience. I have not lied and they can see my record as
well as the problem with the watch. Replacement with someone else’s
problem is not good business. Admit they are not new when they replace.