My experience with Versa and Customer Support

[Madihas]

Hi, 

I would like to start off by saying that I have worked in a financial call center environment as an agent, team lead, supervisor, manager, and general manager. I definitely know how to resolve customer issues in a professional way by listening to understand vs listening to reply.

I bought my Fitbit versa in June of 2018 and in June of 2019 it stopped working. I called the helpline and did not get any support. I called again and few times frustrated that I just hit the one year mark and the Fitbit stopped working. Finally I spoke to a manager on October 3, 2019 who sent me a replacement and advised the replacement will also come with a one year warranty. Fast forward 3 months later and my Fitbit versa home button stops working. l call the live support and the agent said they can’t pull the call to confirm what I’m saying as I requested and she can’t see anything in the notes. I requested to speak to the supervisor to request that they pull the call as I was advised the warranty would be extended for another year/the new Fitbit comes with a new one year warranty. 

I spoke to supervisor named keesi (the the moment the call started she did not seem to care. I asked her how she was and she replied ‘okay I guess....’. I mean really!?) she kept saying even if Chris has said that to me she could not honour it because Fitbit never extends the warranty. 

I advised keesi that’s no problem, but this is what I was promised and led to believe so why is it not being honoured. If something wrong has been said and the customer is led to believe something it needs to be honoured and rectified. Keesi kept saying the same thing no matter what question I asked that the policy can’t be changed. I asked her what the thought process was behind the fact that my new Fitbit that’s 3 months old has stopped working. I told her to check my Fitbit activity I don’t do anything vigorous I sit at a computer and code all day. I didn’t bang it on anything etc. I asked her to listen to the call she said she couldn’t listen to it I asked her to listen to it later and let me know if she can’t now. Keesi advised that even if she did listen her answer would not change. I said I just want her to listen to it and tell me if what I said and what Chris said is actually true. Because I want her to know I was misled with wrong information and that’s not my fault. She advised again that even if she didn’t she couldn’t promise that she would contact me as that would not change the outcome. I said at this point I don’t care about the outcome I want you to hear it and acknowledge it and let me know why it’s acceptable for a product to stop working in 3 months. 

I asked how I can escalate my concerns, she said she was the highest level and I couldn’t and need to take what she said as the solution. She offered 25% on a new Fitbit which I don’t understand why I would want if a product has stopped working twice for me in a 15 month period. keesi said if I want to escalate I can post a topic in the community and someone will get back to me.

I really hope someone is able to get back to me on this topic. There was no level of commitment or any effort to resolve my issue. I even asked for troubleshooting steps and was not provided any. 

please help me. 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Madihas, welcome to the Community Forums! 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here.

If the button of your device isn't working, you can try a restart process and you may be able to remove dust or dirt by gently using a toothpick around the button. If this does not improve the button performance, you can try to clear debris using canned air. Hold the tracker at arm's length and spray once to loosen any dirt or dust that may have accumulated around the button.

Let me know if you have any additional questions, I'll be around.

[Mr_ronn]

My wife had a Versa Special Edition....about 1.5 years into it the screen just magically goes out! Nothing happened to it. I got the same script read to me and the same advice on how to file a complaint. Supervisor Kemar J. told me that he was the only person i could escalate it to an he could not do anything but offer a discount on the special website. I waited over 10 days and had to chat and call to get access to the website to find out that no discount was offered on the newer products. The discounts offered were only about $5 lower than the regular site. Customer care has to be offered by a third party vendor.....or else fitbit is just that horrible.. If you really care about your customers you should listen.