My experience with Customer service

[Tweetypie1]

I tweeted Fitbit and within a few hours they have made me an offer of a replacement watch or a 50% discount I think we hit the wrong one though?? I will see what the cost of a new versa 2 cost and can I afford to buy it if not I will gladly accept the replacement, as I use my watch with my CGM and have the clock face with my blood sugar's showing and it alarms to wake me when I go low at night, I'm now lost with out my friend the versa 😭😭😭

I love the watch the battery life and it's simplicity and keeps me moving when I'm not healthy enough it guilts me in to just get up and move around. I have a few serious health issues so even breathing takes everything I have in me, but I know when I had my watch I felt so guilty I actually moved about slowly but I did it with the nice little reminder, telling me get up of your arse and move and I actually do and feel good in my head that I did the challenge so my mind is then way more relaxed .. so all go cannot wait to get my versa back and start using again. It will be very happy days and I actually can go to sleep at night know the watch will alarm so I know I need to take action, I'm actually jumping my kind of jumping for joy and cannot wait. 

Customer service with e emails and all sorted great service I have to say

just waiting now for my best friend to come back home

Moderator edit: Updated subject for clarity

[Den_in_USA]

Years ago, when I wore Pebble smart watches, I soon realized that it was good to have a backup watch and a backup charging cable. I once went to work without my watch and drove 40 miles during my lunch break to go back home and get it.

[Tweetypie1]

That is exactly like something I would doI'm in crosshaven a fishing village in Ireland and I actually miss my watch so much 😪😪😪

Sent from Yahoo Mail on Android

[Tweetypie1]

I have had 2 versa watches both which just died on me one only 3 months old, I have to say they were very very good at resolving the problem by offering me a replacement or 50% of a versa 2 which I accepted. I went into fitbit store online and purchased the versa 2 and was told at checkout the 50% would be applied, so I went ahead and when the email came through to say my purchase was successful I realised they had charged the full price! I went onto the live chat the girl was very helpful but informed that because the order was now in the warehouse she couldn't cancel it or implement the discount I asked to speak/ chat with a supervisor knowing it would not happen and I was right apparently she was in a meeting. How convenient. I worked for amazon and apple and know that if the order is still in the warehouse and not been shipped it can be cancelled or amended. But I was told that is not possible and to wait for the watch to arise and they will then give me my 50% off!? Anyone as confused as me yet!! Iam and was a huge fan of fitbit as I use it along with my diabetes CGM which sends readings and alarms to my phone even if I ho low at night the watch always woke me and probably the rest of the house, I am so upset and angry at the replies I recieved from the live chat which I screen shot the whole conversation, I genuinely did not have the extra it has now cost me for a watch, I cannot afford I would not have bought the versa 2 and would have taken the replacement. I'm now out of pocket of 179.99 euro.

Please tell me I'm not the only person.

Before this I was contacted regularly by fitbit team and they were so helpful and quick to answer any questions I had, but this has put me right of them now, I could have gone to a store and bought a different smartwatch which would have acted as a collector for my diabetes with alarms, but I loved the versa so much because of ease of use and everything else, i got both my daughters to buy versas and have one for my youngest with very very special needs I also have a versa on her as she also has diabetes all my children do.

I'm fuming and don't know what to do as I have been told nothing can be changed now as watch is in warehouse!? Please someone reasure me I'm not the only fool out here

Thanks and any advice or help would be gratfully appreciated 

Pam

[SilviaFitbit]

@Tweetypie1 Welcome to the Community. Thanks for taking the time to share your experience with our Support team. 

@Den_in_USA It's great to see you on the Community. Thanks for your input. 

Sorry you experienced this when you wanted to buy the Versa 2. I appreciate that you mentioned you contacted our Support team. 

Your feedback is important to us and that's why we're always improving our services offered. As our team mentioned, the only way to receive a refund will be to return the Versa 2 once you have it and then they will proceed to provide you with a refund. After this, you're able to put your order once again and use the 50% discount that our team offered you. 

I would encourage you to continue the communication through email with our Support team and they will continue assisting you with this. 

I'll be around if you have any additional questions. 

[FinanceGirl]

I have received several responses to my post. None of which hae told me
how to solve the problem. It is not my desire to request a refund at this
time. I want input as how to fix my problem. I downloaded the User Manual
and it is not clear. I tried several things and it resulted inall my
information disappearing with only the time showing. I want information
displayed with my progress and mainly my heart rate. I have heart problems
and this is the reason I bought this watch.

Is there no help for this?

[SilviaFitbit]

@FinanceGirl Welcome to the Community. Thanks for the details mentioned and the troubleshooting tried. 

I've noticed that you've contacted our Support team and they were able to resolve your issue, hope you could continue enjoying your Versa. 

Catch you later!