Feedback about my experience with Customer Support

[robcond]

I had a Fitbit for exactly one year, then a software because available and I decided to update, that update broke the Fitbit, now my point is, that software was an official Fitbit software, I was trying all the rest and restart with their support, after they couldn’t get it up, she said I would receive an email on a replacement, that email was received, but it stated that because the Fitbit was past the year warranty they can  only offer a 35% to purchase a new Fitbit, now it’s their software that break the watch in the first place.so I don’t think I will ever buy anything made by Fitbit or their affiliate.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @robcond, 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.

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.

[robcond]

If it wasn’t clear, I will try my best to clearly explain, all that Fitbit customer support offered me was 35% off to purchase another Fitbit, which doesn’t make any sense, because the same thing is going to happen again, another software update again and the Fitbit will be broken again and then it’s back to them offering another discount. 

[robcond]

Exactly my point 

[robcond]

My question is, Why didn’t Fitbit offer a exchange for a new Fitbit seen as it’s their software caused the problem.

[debbii1111]

I am sure you should be treated better than that! Very poor. Hope you get some satisfaction from the Firm

[mini35]

Agree 200%

[debbii1111]

Fitbit just do the right thing. He had it for exactly one year...you are a multi million dollar company, have some integrity. 

Moderator edit:  format

[Odyssey13]

@debbii1111  Fitbit considers each case individually and customer support already gave the original poster his answer. They are doing what they feel is the right thing. 

[debbii1111]

They are doing the least they have to...put yourself in this persons place...would you like a device that failed after doing an update?  Sure you would....not.

[mini35]

Same thing happened to me.  Said "do the right thing" and my entire post was removed.  

[debbii1111]

I’ll say ‘goodbye’ in advance 👋😄😄

[JuanFitbit]

Hi everyone! Thank you for your comments and feedback! I'll be glad to forward them to the right department. 

As our friend Odyssey13 mentioned. All Support cases are worked individually ! But if any of you have any question about the decisions taken by Support you can write back to them, as they'll be more than glad to go over the case with you or you can check our warranty guidelines.  

See you around. 

[mini35]

As mentioned above, I would be delighted if you would "forward to the right department" specifically in the United States as this is where I reside and purchased the Versa 2, to issue a replacement device.  I have had no satisfaction dealing with support techs in Jamaica and Guatemala after three telephone calls.  I received an email from David at Fitbit indicating there is no United States support service.   Happy to forward the email if you like.

Since the OS Firmware Update resulted in an extreme number of inoperable devices through no fault of the user, replacement is the right thing to do.

[MarkMM]

@mini35 I've gotten replacement trackers and bands rather easily, and got started in about two minutes every time using chat support.