Questionable product, poor service

NickG77 · ‎07-14-2018

I loved my Versa for the 4 weeks that it worked. I was disappointed when it went haywire out of nowhere (blinking red/orange light, flashing screen after directed to do factory reset by support) but I was not concerned as I believed that this company had pride in their product and would deliver a new one as soon as possible. Support sent me a shipping label and I immediately shipped the watch on june 22nd using FedEx (as recommended). Somehow, my watch took 10 days(July 3rd) to arrive at their Indiana warehouse. Now, they would like me to believe this is a fedex issue, but my watch somehow has continuously been mixed up or lost or who knows at their warehouse because those things are not explained in detail. Today's date is July 14th and I know I won't get my watch today or tomorrow because they probably won't ship on the weekend. If I had not continuously gone through support to question where my watch was, I would be even farther away from receiving my watch back. This is a $200 watch and i dont even want it anymore because im not sure it will work in a month (if i ever get it). And if it does break down, i have to deal with this same ridiculous process . Ive had stuff go bad before but this has been the worst response to dissatisfaction of a supposedly quality product and company. The only thing ive been rewarded with is 1-2 day rushed shipping which means nothing after these continued delays.

Buyer Beware.

I'm sure this comment will be read by an administrator and if they choose to respond, they surely won't be able to contradict a thing ive written when they check their records and the number of requests I've made. This isn't venom, it's an honest account of my poor experience with a questionable product.

SuperXdude · ‎07-15-2018

Their shipping is absolutely horrible.

I live and work on a military base in South Korea. They used FedEx to ship my replacement Charge HR2. It went to Richmond, California and has been sitting on boat to get here since June 25th.

Almost easier to have them send me a check and buy a replacement vs waiting six weeks.

https://www.narvar.com/fitbit/tracking/fedex?tracking_numbers=74899989049171539197&service=SP&locale...

That's the tracking # if a moderator or fitbit rep would like to put their two cents in.

I have no watch right now, no alarm clock....nothing since late june.

Totally unsat

SuperXdude · ‎07-15-2018

My Fitbit Charge HR wristband has been slowly breaking over the last few

months and finally fell apart earlier this month. I reached out to the

support office on the 15th and they sent me a new one. Giving it a few

days, I checked the tracking number provided and was puzzled. It was sent

FEDEX ground with a delivery date of 4 August.the problem is I work for the

Air Force in South Korea and live on a military base. There is no way FEDEX

can deliver a package to me here. A few more days passed and I saw the

current location was Richmond, California. Richmond is where Parcel

Select/Slow Boat packages go to APO addresses. It goes into a shipping

container, on a boat, and sails when it is full.

I opened a chat with a support tech to see what other options were available

since 4-6 weeks shipping for a replacement is not satisfactory to me.

Homark M (no further information) was able to initiate another replacement

via expedited shipping provided I decline the previous order when it

arrives. I took the offer link he provided and was quite happy the problem

was solved.

Two days later, I get an email from Martha Z saying the Charge HR line is

discontinued and they will provide a Charge 2 at no additional cost.I just

needed to reply to the email. I did, and again waited for some type of

confirmation.

Last night, I received yet another email from Fitbut support, this time from

Mauricio D. stating "Upon checking in our system, it appears that the

tracker currently paired to your account is the same tracker for which we

issued a replacement device on 06/16/2018. Therefore this device is no

longer covered by Fitbit's limited warranty, as a result we're unable to

provide a replacement."

I then spent another hour in chat trying to figure out what is going on. I

still don't know what is going on and I get the feeling that the support

office is not talking to each other and/or reading casefiles before they

make decisions.

I'd like your help though it is probably too late. I won't have my fitbit

until 4 August.its my watch, my alarm clock, my sanity. I dug out a wind up

alarm clock until I get a replacement. If you can sort this problem out I

would greatly appreciate it. I should not have to wait 4-6 weeks for this.

It's now July 16 and I still have no fitbit. Original support ticket/chat was done June 15.

Tracking link:

https://www.narvar.com/fitbit/tracking/fedex?tracking_numbers=74899989049171539197&service=SP&locale...

Support case # is 25447928.

Someone figure something out...make a command decision.

Gardnt · ‎07-15-2018

Mine has completely died after 8 weeks and I still haven't even heard from their customer services after numerous calls and it has been a week. They have changed they are no longer accommodating and I think I will be switching to apple.

SuperXdude · ‎07-15-2018

it seems someone deleted my post.

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