Feedback on replacement order and customer service

[rleigh]

I purchased a Charge 3 less than a year ago. About 3 months ago it started charging intermittently - the charger was from Fitbit, I used a ton of different plug-ins with it, cleaned my charger and back of the Charge 3 with rubbing alcohol every time I plugged it in...and it was still hit and miss. Went thru the process of testing the battery life and then it never charged again. I was offered replacement or discount. I decided to take the 50% off a Versa instead of a replacement Charge 3. I ordered it June 20th and had an arrival date of July 1st. Seemed like a really long time to me. (Although it did state that it could take up to 10 days in some areas to deliver and July 1st was 9 days out) I received an email June 26th that said:

#1 My Versa had shipped on the June 26th and it will arrive on July 6th. Now, this is 13 days out, not including the 4th of July. When I called customer service to ask why it was 2 weeks from my order date, I was told that there were some issues that put delivery behind (obviously) and that they could have expedited it, but now it was en route and out of their hands. Why in the world wasn't it automatically expedited?? I have now been disconnected from my Fitbit family for over 2 months accumulatively. I haven't been able to participate in challenges because my Charge 3 wouldn't charge and now the replacement is taking longer and longer to arrive.

#2 I was automatically enrolled in SquareTrade. The notifying email went to my spam folder and if I wasn't looking for something else, I never would have even known. I didn't want to pay for insurance on my Versa. Incidentally, the coverage started 8 days before I am even supposed to have my Fitbit delivered. Another customer service call. 10 days until they can reverse the charge.

I have owned 6 different versions of Fitbits. I have an Aria scale. I have always purchased my Fitbits through the official site and up until this last year, I have praised Fitbit for their outstanding customer service and genuine care for the Fitbit community and all the Fitbit families. I'm really not feeling the love any more. I'm sure the Versa will be amazing, really wish the customer service was.    

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community @rleigh. I am sorry for the delayed response. 

I appreciate your participation in the Forums and sharing your experience with your Fitbit Versa order and Customer Support. I apologize for all the waiting and hustle you have gone through, and appreciate you for taking the time to share your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome.

Thank you for being a loyal Fitbit customer. I'm sorry to hear about your experience and I totally understand how you are feeling. I hope we can continue to provide you with Fitbit devices you love and help you reach your goals.

Enjoy the Fitbit experience. Feel free to reach out if you have any other questions.

[rleigh]

Thanks for your comment @LiliyaFitbit. As you are a moderator for Fitbit, I appreciate your sentiments. Of course you can empathize with me...while it is a nice gesture on your part, it really does not resolve my issue with Fitbit or what I see as a shift in the real investment of their Fitbit family. I'm still ticked, still disconnected from my Fitbit fam, and, of course, I will still be waiting for my Fitbit Versa for 6 more days.

Renee

[LiliyaFitbit]

Thank you for your reply @rleigh. I am sorry for the late response. 

I am sorry to hear you are going through this situation. I understand how you're feeling and thank you for sharing your thoughts and feedback, once again I apologize for any disappointment.

Looking forward to seeing you around the forums. 

[rleigh]

Update for you @LiliyaFitbit . I just checked and now my Versa won't be here until July 8th.  that is now 14 business days out. I am really not seeing how expressing myself on the forums (which I was told by customer service was my only recourse) is helping this situation. I do not need someone to tell me they understand or feel bad about what is happening. What I need is a real solution.

I own businesses. When there is a breakdown in customer service, it is the very best time to win someone over. I want to have a real conversation about my issue and hear what the options are to prevent it from happening to anyone else. This is an opportunity for improvement, but handling it in the forum makes it seem like I'm ranting at no one. 

[SJCG]

I feel your pain. My Versa died after 370 days - Customer service were great, and it was agreed to replace it. This was confirmed in an order email on the 12th Jan. As it stands the order is still being processed. (as of writing the 22nd Jan)  I have raised this with customer service via chat on two separate occasions, on both occasions they informed me that they had emailed both their Delivery and Specialist team and I would receive an email shortly. No emails and still the order is being processed. Coming up to 2 weeks. Ironically my wife ordered a new one the same day (12th) and that arrived within 3 days. Funny that!

Update - was finally resolved after 2 weeks - received apology from customer services. Not great and did take a lot of chasing, but got there in the end.