I've been a long time Fitbit customer and this is my 6th Fitbit (Pre-ordered the Charge 2 as well as my husband's Surge and Ionic. We even have an Aria). This is the first time I've been very disappointed with Fitbit. I pre-ordered Versa on March 14th with my PayPal account. Today, at 5:42 pm I got an auto-email that says that my payment didn't go through with a link to my order information and how to fix it. I got this message while I was driving and waited to get to my destination 15 later to call their customer service line. They told me that PayPal refused the payment...something about my billing address not matching what they have. Strange that I didn't get any notifications from Paypal, but ok...I gave my credit card info over the phone and asked if my Versa will ship today. The answer that I got was disappointing: "Because the payment was rejected, you had missed your shipment and at this point, you are no longer in preorder status. Moreover, there are no more Versas to ship and you have to wait 2-3 more weeks because we have sold out". Both first customer service rep and her supervisor were quick at pointing a finger at PayPal. But here's the problem, I never got a call asking for another payment method (I would have rectified it quickly). I was given an email and not given enough time to fix the problem. Anyone here got asked to go back in line if their credit card at the grocery store didn't scan (you scan again, or give them another card)?I gave my payment info on March 14th! I was giving them my money then! If there was a problem I have 3-5 different options in paying for it! As a long time customer, you couldn't give me at least 2 hours to fix this?! I was promised 15% discount, which arrived in an email with instructions to call them back and give them the discount code when my order shipped. So it's not automatically added to my order. I am asked to waste more of my time. On top of that, I checked my PayPal history and called to make sure...no they didn't cancel the order, it's still pending. They are just waiting for Fitbit to process it. There's a break in the system and for a company this large, it's unbecoming and disappointing. I can suggest the following solutions:
1) Have someone call if there's a problem processing an order. An automated call would suffice. Letting people know what happened AND give people some time to fix it (a couple of hours wait would not kill you).
2) If you can't afford to hire people to call, then for Pete's sakes again, give your customers time to respond and include the time they need to respond in the auto-email before you bump them off and put them at the end of the line.
3) Have a more direct link to your customer service system and your warehouse system so customers don't have to be put on hold for so long while a customer rep checks with the warehouse.
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