My Live Chat experience

[hbatalis]

I was in the middle of a live chat and the tech wanted me to send a video proving that the touch screen did not work.  When I clicked on the link to upload the entire chat disappeared.  I waited to see if I received an email to reconnect and it never did.  Tech had my email.  Customer Service is not impressive for sure.  For the record, I would not spend hours trying to reset and restart my Versa 2 if the screen worked.

Moderator edit: subject for clarity

[LiliyaFitbit]

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

I appreciate your participation in the Forums and sharing your experience with our Customer live chat support regarding the issue with your Versa 2. I am sorry that you went through this situation, I totally understand how you are feeling and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome.

Upon checking with our Support team, I was told that you have been working with them via email. I know they will be glad to help you out and provide a solution, please keep working with them. 
 

If you have any questions, feel free to let me know.

[hbatalis]

They have figured out how to fix the hacking into my account issue. However, I have not yet heard anything regarding the issue of my touch screen not working. I opened the ticket 2 days ago. Do you know when I will hear back? I can’t use the alarm or any of the features.
Heather

Sent from my iPhone

[LiliyaFitbit]

Hi @hbatalis, thank you for your reply.  

I appreciate the additional details. I've sent this information to our Support team and they will be contacting you shortly. Please keep an eye on your inbox for further instructions.

Let me know if you have any questions.

[Hbatalis5]

I have been messing around with support since Tuesday. I think I am just going to give up. I think I will just buy an

apple watch. I just bought this watch in October and the screen doesn’t work already. This has been the worst customer service experience I have ever had. 

[LiliyaFitbit]

Thank you for your response, @Hbatalis5. 

I'm sorry to hear about your experience, I totally understand how you are feeling and appreciate your feedback since this helps us to keep improving. I am sure our Support team tried to help you in the best possible manner, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. I appreciate your understanding. 

Let me know if you have any further questions.

[Hbatalis5]

I just thought I’d provide an update. I am being made to return the Versa 2 so more weeks will go by without a smart watch. I sent it out yesterday and have no idea how long I will be without the watch. I sent videos and went through multiple troubleshoots before we got to this place. I feel like the pictures and videos were a waste of time since I had to return the watch anyways. This has been by far the worst customer service experience I have ever had. I will never purchase another Fitbit device. This was my third Fitbit product and it will be my last. I do not have high hopes that I will have a refurbished replacement anytime soon. I am extremely disappointed as I have only had the watch 4 months.