My experience with Fitbit Versa and the Customer Service

[shahkunalj]

Hello,

This is my personal experience and feedback. I have been a Fitbit user for the last 4 years and have bought multiple devices for my family and me.

All of sudden my notifications stops working and called customer service. After providing enough details they asked me to do a restart, updates, and Bluetooth settings,..(spent almost an hour on-call) at the end nothing worked so the agent opened the ticket.

after 3 days I got the response the device is not under warranty so we are giving you 35% discount code and buy the new one. I did spend 250$ + HST 1.5 years ago and now they forced me to buy new one. I tried to reach out multiple times to different agents but not a satisfactory answer. In the end, I stopped calling them and using the same device without notifications. (I think this is what they want)

Agent forced me to make updates and I had to do it to open the ticket. now my device stops charging. The device battery died all of sudden after taking updates. Now no other option. Till now I got 3 times 35% discount codes (same as free lucky draw coupons)

DECIDED NO MORE FITBIT.

EVEN SHARED MY EXPERIENCE WITH FAMILY AND FRIENDS TO STOP THEM TO BUY F__KBIT.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @shahkunalj customer support will usually take you through the basics of restarting and checking your settings. These devices do have an end of life, with some people finding their device lasts longer than the next person. Sorry you're not pleased with the results, but customer service has probably all they can do from their end, which is why you were given the discount offer.

[MarreFitbit · Accepted solution]

Hi there, @shahkunalj. Welcome to the Community Forums. We‘re taking your comments and sentiments in regards to our products and services into consideration. @Odyssey13 Thank you so much for your post! 

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit.

For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

Please feel free to reach out to our Support Team once again if you have any further questions or concerns regarding the outcome of your case. Since you have reported this matter to our Support Team, please note there's nothing left we here in the community can suggest other than reaching out to our team again. 

Thanks for your understanding.