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Feedback about Versa and Customer Service

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‎08-03-2021 21:23 - last edited on ‎08-04-2021 07:54 by Moderator Alum

‎08-03-2021 21:23 - last edited on ‎08-04-2021 07:54 by Moderator Alum

I purchased my Versa in the fall of 2018, and it has worked beautifully, until today, when it kept rebooting itself, then lost the function to scroll and view my stats. After chatting with a rep, I was advised to perform a factory reset, which I agreed to do. After 4 hours, it finally seemed to be ready to re-pair with my phone and app. Nope! Got stuck with the Fitbit logo permanently displayed. I started a 2nd chat with "customer support", noting the case number I had been given, and was connected. He literally blew me off, stating that he had to refer my case to "higher authorities" to check the warranty info. As I was trying, literally, to ask another question, he disconnected the chat, but not before asking if I would give him a good review. Fitbit, if you read this, this is NOT good customer service!!!!! I have been a loyal customer since 2016, and I do not appreciate being blown off by your so-called customer service rep. I am at a point now where I may very well ditch my android phone and get an iphone so I can purchase an Apple fitness tracker. You CANNOT expect to retain customers if you insist on hiring piss-poor "customer service" representatives who cannot be bothered to actually provide help.

 

Moderator Edit: Clarified subject and word choice

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‎08-04-2021 08:10 - edited ‎08-04-2021 08:14

‎08-04-2021 08:10 - edited ‎08-04-2021 08:14

Hi there, @nancyjh. Thanks for stopping by in the Community Forums and sharing your feedback. We‘re taking into consideration your comments and sentiments in regards to our products and services.

 

I really appreciate the time you've spent troubleshooting your Fitbit. I've updated your case with the information that you've provided and our team will be getting in touch with your shortly. Sorry you feel that way about this interaction and I want you to know that we provide feedback to our team taking in consideration the information you share with us.

 

Thanks for your understanding. 

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