My experience with Customer Service

[PirateKezmond]

I have now spent 2 weeks without any help from Fitbit regarding a repair of my versa 3. 

I contacted them for a repair and they sent me a "prepaid" label to send it back. 

I posted it the next day and 2 days later received a note from royal mail stating i needed to pay £5 postage to have the parcel returned to me as Fitbit hadn't paid for the postage. 

I reached out to them 4 times in the last 2 weeks asking for help and an update on the process of sending it back to them but they just keep saying "its with a higher team" and that  they will get back to me shortly. 

Its been two weeks and suffice to say i wont be recommending to buy any fitbit products as their customer service is abysmal. 

Moderator Edit: Clarified subject

[Guy_]

Hi @PirateKezmond - that is odd, normally the prepaid label is for courrier despatch not normal post.

You can always chat via the Fitbit App, Help & support section, Contact Customer support to follow up.

[PirateKezmond]

I've spoke to them 5 times over the last 2 weeks and every time i get told a higher department is dealing with it and they cant to any more. 

its infuriating.