My experience with Versa 2 and Customer Service

[Stacy1026]

   I tried to send this email to customer service but since it no longer exists, I just post this here.

 

I purchased my first Fit Bit, a Versa 1 less than 5 years ago. Since then, I purchased a 2nd Versa 1 after the 1st one died, conveniently just out of warranty. I then purchased a Versa 2 to replace it. On 9/13/23, I noticed that my clock face was very dim despite being set on max and none of the other settings that could affect it were turned on. I also restarted the device multiple times. I contacted "customer service" via chat and the person "assisting' me could not have been less interested in actually doing so. They asked me the same questions over and over and continuously tried to end the chat even though I had additional questions and offered no additional troubleshooting. I was never asked any questions about when the device was purchased or for any identifying information on my device. I was then told that the warranty dept. would be contacting me about whether my device was under warranty. I asked how they would know that since I had not provided any identifying info. I was told that that info was on file. I asked for the info. The person then said they didn't have that info. I asked again how the warranty dept. would know. I was then given the customer service phone number and the representative ended the chat.

   I received an email that same day stating my device was out of warranty, again, very conveniently. I responded to that email and asked what information was used to determine that. I received no response. I sent a follow up email on 9/14 asking again for the answer to my question. I have still not received the courtesy of a response. Last night I was wearing my Fit Bit, literally NOT MOVING, and the face popped out. Please see attached photo. Now that screen doesn't work at all. 

 THREE devices in less than 5 years is an absolutely abysmal track record for the quality of your product. Combine that with the complete lack of care from your customer service team, and you have lost a customer. I know you don't care. I'll be purchasing a new device from one of your many competitors.

Moderator Edit: Clarified subject

[crushthefat]

It’s really sad when someone has to write such a lengthy post to tell everybody how much fitbit sucks. I had a recent experience that was so bad, so unsolvable, they disabled my post. I asked whether it was a hardware issue and should I exchange it and boom! Persona non grata. Such an extreme response. During customer support both phone and chat, they kept scripting me telling me to do things i already tried and making up stuff to get me off of the phone. The issue was a wallet pay setup that wouldn’t set up no matter. Finally they said it was a recent bug and to check back in a few weeks for the resolution - without telling me how to keep in touch to find out.

If everything works ok it’s an easy one for customer service. They don’t center themselves around problem solving the really hard cases, but do the opposite by fixing the smaller ones and separating the hard probs from the herd by delaying tactics, non-response tactics and of course telling you what you know tactics and convincing you it will work to get you off of the phone.

Well that’s it. Fitbit support is a time succubus and if no help at least to me.

[crushthefat]

Hallelujah !! I exchanged my new fitbit for a newer one SAME MODEL. The issue completely resolved.

We have a hardware issue it seems.  If anyone is spending more than a couple of aggravating hours on the phone with customer service early on consider exchanging if you like the watch (i do)I like the watch a lot so I’ll keep it.

or going apple or garmin