Haven't received Versa 3 replacement

[Shropshirelad]

I contacted fitbit and they didn't want to help I spoke to agent and explained I had to wait 2 week without my replacement fitbit, it went faulty after 6 months. I had to keep chasing it up to be told we don't know where it is after a week I was told there was a strike and it was delayed. I have lost a week and a half of warrenty and my case was closed several times without reason and tonight the agent offered a replacement strap which is no good to me as my wrist is xl, I asked for either a charger for my versa 3 or £10 voucher to use on fitbit website. I was told nothing they can do. I've been a valued customer for over 10 years and I feel they no longer care about the customer. I spent £250 on this watch in may 2022. I feel this should be forwarded on to managers to look at. I've decided that once my warrenty has ran out and watch has had it I won't give fitbit my custom and will look at other watches out there. When it was the original fitbit they cared about there custom but I feel Google is just out for money and don't care the way they treat there custom.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Shropshirelad  these are the community forums and you'd need customer support. Guess you're in the UK with mention of the strike for mail. Anyway, I've reported your post to the Fitbit Moderators so you can get someone who can properly point you in the right direction.

[LizzyFitbit]

Hi there, @Shropshirelad and @Odyssey13.

@Shropshirelad Thanks for the detailed information and your efforts while contacting us. I understand where you're coming from and apologize for the experience that you've had with your replacement order. Your feedback is appreciated as it'll helps us to evaluate and improve our services, as well as prevent this from happening again.

I went ahead to check your details and it seems our team already provided you with more information. While I don't have access to your case, my best advice is to get back to them so they can evaluate this situation and help you out. You can always start a new interaction with them via phone or chat by clicking here.

[Shropshirelad]

i have they are not interested i have asked for some form of compensation to be told no we dont offer that. the amount of misinformation and the time waited for replacement. i want a manager with some authority to contact me or if i can be provided the correct avenue to make a formal complaint .

Kind Regards



John Swinfield

[LizzyFitbit]

Hi there, @Shropshirelad.

Thanks for getting back with these details. Before anything else, let me explain the Fitbit Community Forums is a place where users can come to share their feedback, and suggestions to help other members.

Because our team has access to your case, I forwarded your posts so they can provide you with more information. They have specialized tools so please keep an open communication with them as that's the best way to receive further assistance. Once again, I appreciate your feedback and we'll keep working to improve the Fitbit experience.