Feedback about my personal experience with Customer Support

[Zamalkawy4ever]

I have been having a terrible experience with Fitbit support since September.

Here is how it went:

1. Reported a ripped Versa 2 band under warranty.
2. Received a wrong replacement band.
3. Reported it and received yet another wrong band.
4. And a third!
5. Fitbit claimed that the only way out is to for me to ship back the whole kit (Fitbit box containing the pebble, charging cable, and bands of both sizes) so they can order a whole kit not just a band.
6. I only agreed after receiving Fitbit confirmation that:
   1. I will receive a brand new Versa 2 full kit not a refurbished one or something.
   2. I will receive it within 10-15 business days so I won't stay long without my watch.
7. This is what actually happened:
   1. Fitbit did not order a Versa 2 full kit; they ordered everything separately (rendering the only reason they provided for me to return my watch mere nonsense).
   2. Fitbit shipped me back my watch not a brand new one!
   3. I received it after two months.
   4. The band was wrong!
8. Now I the situation is as follows:
   1. I have my old watch.
   2. I have no correct bands at all.
   3. I have no box for my watch or the charging cable.
9. For some reason, Fitbit shipped another refurbished pebble before the first one (my watch) arrived. This arrived a week after the other.
10. Reported the scam Fitbit played on me, they insincerely apologized and promised to send me a sealed Fitbit Versa 2 box as if I have just purchased a new one (a box just like one in the pic). 
11. After a lot of emails going back and forth, with every reply taking at least two days, I contacted their chat support to request updates.
12. After almost an hour, Fitbit representative, Ruiza, finally got the whole picture, apologized and promised to create an order as agreed in #10 as soon as I end the chat.
13. Four days later, they created an order of just a pebble! And it will be just a refurbished one again!

Please note that:

• Chat representatives do not know squat, nor do they have any authority to do anything.
• Fitbit Facebook page does nothing but repeating an apologizing template and referring me back to their incompetent representatives.
• Escalation over chat is impossible.
• Escalation over the phone is useless.

What should I do?

Moderator Edit: Clarified subject

Moderator Edit: Formatting

[RicardoFitbit]

Hi @Zamalkawy4ever, welcome to the Community Forums. 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device and our Customer Support team, 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.

[Zamalkawy4ever]

Hello @RicardoFitbit 

What you've just did is exactly what is wrong with Fitbit support:

• You went on how sorry you were and claimed that you understood how frustrated the customer must be, which is ONLY good if you DO something to help him with his issue.
• You referred me to some other department, the very same department I have been complaining about! The customer is always somebody else's problem.

[MarkMM · Accepted solution]

@Zamalkawy4ever This is a community forum, not actual Fitbit support. Moderators don't have access to your case. There's not a whole lot they can do. If you didn't have a case already, they'd have support e mail you. 

[Zamalkawy4ever]

I have a ticket already. I tried chat support, email support, social media support, and phone support.
I am getting no where!