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Poor customer service

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‎10-18-2019 19:56

‎10-18-2019 19:56

My wrist band was torn while sleeping. Fitbit customer service agreed to replace it under warranty but then the first customer service rep ordered the wrong band twice (wrong Fitbit then wrong size.) When I received the order confirmation, I saw the error and contacted them again. This time the new rep said he could not correct the error until I returned the wrong band. So at 5-7 business days for the delivery of the wrong band, 5-7 for the return and another 5-7 to get the correct one. So I have to wait 3 to 4 weeks before I can use my Fitbit again. I asked the last rep to elevate my problem to his manager and he said he could not do that. What kind of customer service is this? It was your problem Fitbit so why do you have to wait for me to return the wrong replacement band which is totally useless to me!!!

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4 REPLIES 4

‎10-19-2019 06:12

‎10-19-2019 06:12

Their customer service is indeed dreadful.

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‎10-19-2019 10:11

In response to Tomtomato

‎10-19-2019 10:11

Well someone got the message and changed the order to the correct wrist
band before it shipped out. I received a message just minutes ago that the
order has shipped. But to put me through all that was indeed dreadful
customer service. Hopefully they will change their practices for future
situations like mine. Thanks for your feedback.
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‎12-04-2019 12:50

‎12-04-2019 12:50

My wrist band on my Versa tore and needs to be replaced.  No fitbit site has been helpful about this.  My watch was a gift and I want to replace the band with original equipment.   I want to talk to a service rep but there is no access to one.  "Help" was of no help.  Get me a live person who can assist me please.

 

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‎12-04-2019 14:25

In response to BadSkunkHunter

‎12-04-2019 14:25

Google: fitbit customer service. Page that comes up has a phone number to
call and it also has a link for "Chat" off to the right side of the web
page. I can't confirm the phone number is active but I chatted with them
and after all the mix ups finally got the right replacement band from
them. One piece of advice: At the end of your chat (or phone call) confirm
with them they have the correct model fitbit (such as Versa, Charge II,
etc.) and correct size band. They only replaced mine because it was less
than 1 year old. Beyond that I don't think you'll be successful. Good luck!
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