Tech support feedback

[KatyK01]

Here we are again... first inquiry with tech support launched beginning of August - and still no notifications working correctly. If someone tells me to "follow these steps" one more time........................  I swear! 

Guess what, all steps followed - notifications start working again and stop after 24 hours. Why is there no real solution for this major problem yet?! I've now had a brand new Versa be defective in working longer than I had it working as advertised. So basically, FitBit is false advertising - because everything they keep saying keeps being untrue. 

As a customer - I've been reprimanded, I've been scolded, my posts have been edited, I've been told I'm doing it wrong... all because I want FitBit to just do the right thing. I cannot get over how awful FitBit communications and tech support is. I know for sure with the holidays coming up, at this point, forget the community groups as we're all obviously already paying customers FitBit doesn't care about - I'll be using social media to publicly let anyone know not to give a friend or loved one this absolute piece of junk device and service for Christmas. FitBit has done nothing to fix this problem and they've been beyond rude about it. 

I sat by waiting for them to fix it and nothing. I kept reaching out and nothing. I finally got frustrated I posted in the community - yes, frustrated - and was tone policed for these frustrations and scolded... by the company who's taking our money and not doing the right thing. I can't believe it's been months with a known issue and no resolve. Either admit you can't crack the apple code to fix the problem (and let's all be honest apple is your competitor so it's not above them making an update to wreck you) or get it fixed it - and then be honest with your customers and treat them like you care they are your customers vs. just keep advertising and releasing new products to get new money. That gig only works so long until you burn enough customers like me (who's had a FitBit device since 2013 and replaced one every 2 years since) who just refuse to come back. 

It's shameful you treat customers like this. I'd really like to know when I can reliably expect notifications to work again? Because they don't. And yes, I've done alllllllllllllllllllllllllllllllllllll the steps, repeatedly - so either answer me why the "solution" doesn't last longer than 24 hours before they stop working again, or answer me how come my device is defective? 

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

I've been back and forth with FitBit support for 3 weeks now. Suddenly notifications stopped pinging my Versa unless I completely did a hard reset on the watch... every. single. morning. (So frustrating). I reached out and was told all the trouble shooting steps to follow to re-link notifications. Which, fine, I didn't mind doing all the steps the first time. But, within 24 hours the notifications stopped. Again .

I double checked settings and again, nothing changed from my iphone to watch - notifications just quit again. So reached out to support, again. They sent me a document on troubleshooting notifications - which ok, I get that's standard protocol, but I wasn't having issues previously - something changed to now make this an every day issue. But they were no help, I just reset again.

A week later and no progress (I also need to add, I work in social media and keep my phone on silent because otherwise it's making noise 24/7, so notifications are huge for me to know when I need to respond to something immediately vs waiting) and I reach out to support again. Only this 3rd time do they acknowledge they're aware of an "issue" with notifications on iphones and they're supposedly working on an update - but they can't give any details. And here's the real kicker to my 3rd convo with support... this is where I learned FitBit will do nothing about my defective watch. Nothing about a watch that's less than 3 months old from time of purchase if they can't get the update to fix the issue - the issue they acknowledge - because I bought it from an authorized retailer and not fitbit.com directly. Yes, you read that, an authorized retailer they have an agreement with to sell their technology, and yes they have a marketing agreement because FitBit told me they wouldn't help me because they pulled up I purchased from Kohl's. So they are tracking which retailers are helping their bottom line, but not standing behind their products. And Kohl's like any normal retailer has a 30-day return policy on technology - perfectly within their rights. So here I am, a product that suddenly quit working properly less than 3 months from purchase, but more than 30 days, and there's an "issue" that FitBit acknowledges and is supposedly working on, but I have no recourse but to just sit and wait and hope the update works, if it works??

I've had a FitBit product of one kind or another since 2014, and while I've never had one of their products last more than 2 years without an issue, I chose to stick with their product because the Versa had a lot of similarities to a competitor AppleWatch ... and now this?!? I can't say I ever want to be FitBit loyal again.

Moderator edit: updated subject for clarity and Format

[JuanJoFitbit]

@KatyK01 welcome to our Fitbit Community. By the way, I'm sorry for the late response.

I'm sorry to hear about the notifications issue that your Versa is experiencing. I totally understand how frustrating this is for you. Our team is actively working on a fix to this issue. Once a solution is available, we'll make sure to post it in the Community.

I really appreciate your feedback and comments since this helps us to keep improving. I also appreciate your patience and understanding with this.

I'll be around if any question arises.

[KatyK01]

Sorry JuanJoFitbit but I’m so tired of being told “thanks for understanding.”

Tired. You know what would be better than platitudes and patronizing?? Fitbit to Do the right thing

Are y’all really going to release Versa2 and a software update and then still claim you’re aware of a notification issue (which lets all be real honest, if it wasn’t just my watch but was a true widespread issue - there’d be forums and convos the world over with so people not having notifications right now, but there’s not, remember I work in social media) and it’s been more than a month -

A month that a software update also release after the issue started

, and then be like you’re still trying to figure it out??? Sorry, NOT buying it. And never buying Fitbit again. It’d one thing if I bought some off shelf thing - I bought brand new from an authorized retailer and still had to register the product with you to use it. You know it’s brand new and you know there’s an issue and your company isn’t doing the right thing. 

One of the key features of the Vera is the full screen notifications over your other products and it also makes it compete with competitor products - and yet this “feature” is broken and there’s not only been zero solution for a month, there’s nothing for me to do but wait or ditch it completely for a competing product and lose my purchase because Fitbit won’t do any more.

If Fitbit it’s going to stand behind their products sold at retail stores they have marketing agreements with, then it should be clearly and loudly  advertised and published so customers know... but of course, that’s not really good for Fitbit’s bottom line, because of course they sell more with retailers. It’s all around dishonest, bad business and tells me all I need to know about this company. 

Moderator edit:  format

[KatyK01]

Let's see how long this heading stands before they change it... like they did last time I posted in the forum, because they don't want you to know the truth!!

This is not some conspiracy theory - this is fact: if you purchase your Versa (any FitBit device) from an authorized retailer - FitBit will not stand behind the product. That's correct.

Here's my ongoing issue: While some of you may now notice how they are actively letting everyone know of notifications issue with iphone 13 update... I've had notifications not work since July. (I have case numbers of opening up this issue with them - multiple case numbers because I've tried that many times to get them to "fix" it). At first I was told to troubleshoot (as you are now being told the same)... did that, and yet still the issue of no notifications persists. I go out of my way to contact them again... again I get the runaround and how I just need to do this, that, and this.... except they're already done (I'm not stupid and I can follow troubleshooting steps) and the problem persists. So I bring up the issue that for a product less than 90 days, why do I have to "troubleshoot" every single day just to get the device to do what is advertised??? That if there were no real issue, I shouldn't have to troubleshoot repeatedly to reset it every single day, shouldn't once be enough? and then and only then, is it acknowledged they are "aware" of an issue and are working on it. So, I cut them slack, thinking their tech team is acknowledging an issue and I just need to be patient. Except - there's no solution coming. 

So, skip forward another couple weeks... still the same issue - no notifications. I reach back out, again. And I ask how long is a reasonable amount of time to wait for a key feature of their product to not work and me expect a refund/replacement? And then I learn: because I bought my Versa (brand new) through and authorized retailer - they can't replace it because I didn't buy it directly off fitbit.com. Yes - you read that: the products we can't even use without registering through FitBit, the products they track sales with to retailers, the products they advertise through retailers and have authorized agreements with--- FitBit says "sorry, not my problem, it's on the retailer"... and most retailers (as with all technology) have 30 day return policies. So, I've invested in my (4th) FitBit product and it's basically worthless at 90 days old, because notifications don't work (a key feature) and the retailer did its due diligence with 30 day return policy, but the company that makes the product and holds the keys to fixing the issue washes their hands of it.

So, I'm furious - because this is shady and deceptive at best. Had anyone, anywhere actively put a disclaimer about FitBit.com purchases vs. aurthorized retailer - I certainly wouldn't purchase from a retailer (but, FitBit needs them for sales) and I'd certainly question if I even wanted to invest in FitBit again, since I couldn't seem to get one to last more than 2 years anyway. So, with no recourse, I wait for this "magical solution" I've been promised.

And you know what???? Not only is the solution still not provided, but in this time frame, they release Versa 2!!!!!!!! So, their "dedicated" tech support isn't really working on a solution, they're prioritizing a release of a second version. And you can't tell me a tech company can figure out how to upgrade and update a 2 launch but can't figure out an issue or acknowledge the product is defunct. 

So, that's when I posted my first time in the forum - because everyone should know how shady FitBit is. And, if it really was all so up-and-up ... then why did their moderator change  my heading and post?? - Yes, he actually changed the heading to my post in his "we're sorry this is happening" response. 

So now - all dear Versa users - you're actually seeing them acknowledge an issue, I've had since July. And while they keep saying "troubleshoot" and let us know how we can help... they aren't actually helping. Will a solution ever actually come???? I cannot stand by FitBit anymore. I cannot invest in FitBit anymore. If no solution provided ASAP I will be switching to an apple watch. They have timelines on when they release a new product, but no timeline on this alleged "fix" (if it even works) and they have no answer to why they can't replace/refund their own brand new device from an authorized retailer.

Moderator edit:  word choice and format

[Odyssey13]

Hi @KatyK01  sorry you're unhappy.

Have you read the Warranty information? click to see it

[KatyK01]

I have read it, and by your own warranty, you are in violation of it! My product is less than 1 year old, and purchased from an authorized retailer - so tell me what I should do????? 

Because FitBit is not doing anything! 

REMEDIES

If such a defect arises and a return authorization request is received by Fitbit within the applicable Warranty Period, Fitbit will, at its option and to the extent permitted by law, either (1) repair the Product at no charge, using new or refurbished replacement parts or (2) replace the Product with a new or refurbished Product. In the event of such a defect, to the extent permitted by law, these are your sole and exclusive remedies. Shipping and handling charges may apply except where prohibited by applicable law. This Limited Product Warranty is valid only in the jurisdictions where the Products are sold by Fitbit itself or through its authorized reseller or agent and is valid to the extent permitted by the applicable laws of such jurisdictions. Any replacement Product will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer, or for any additional period of time that may be required by applicable law.

Moderator edit:  format

[Odyssey13]

@KatyK01  it's not my warranty or my guidelines. I don't work for Fitbit. Might be a good time for members to know which people posting on the forums are Moderators or Fitbit Employees.  click to learn how

There are also Fitbit Community Council members, but they are not employees of Fitbit, merely members, like everyone else, who keep track of their steps.  click to learn more about CC

[KatyK01]

so basically, you just jumped on my post to reply a non-answer answer?

I fully get the distinctions of the roles - thanks for assuming I didn't. I can see you also struggle with understanding how frustrating someone is when a company repeatedly lies and doesn't do the right thing? Or are you just happy with your FitBit discounts to be a good little soldier? 

Go back and actually read my gripe - FitBit is saying "as of Oct. 9, 2019" the are aware of an issue with notifications - this is a lie - I have case numbers dating back to the beginning of August in which I brought up the issue of notifications and that the troubleshooting didn't work - and they acknowledged the issue and I was told they were working on it then. Today, I'm told "as of Oct. 9"... they are aware. I've now had a brand new Versa - purchased from an authorized retailer - that has been defective for longer than it was working properly. 

So, since you're just so happy to respond, so helpfully, tell me why that's acceptable? Tell me why you think re-reading the warranty will help me? The only help I need is for FitBit to do the right thing. So, kindly, unless you can actually help - save your non-answer answers for your hype crowd. 

Moderator edit:  format

[KatyK01]

You're all being lied to. And while you think the notifications issue has been "going on too long" - let me just tell you: I've had notifications not working since July - with a brand new FitBit Versa bought at end of May. I notified FitBit and I have case numbers of the issue.

Surprise, surprise - their response then was same as it is now: troubleshoot and verify settings. Guess what - it doesn't matter how many times you do this, it works for about 24 hours after you do this and then the notifications stop again... until you reset it...again............ and it goes on like this. 

I brought this up in my support chat (I have transcripts) and was told back in August they were aware and working on a solution. But today in another support chat and per all their postings... they are aware since "Oct. 9" - so why was I told they were aware in august and working on it and now it's OCT. 9???? Which is it FitBit? We want straight answers. You're either lying now or you lied then when you told me they were aware and working on it.

I've now had a brand new Versa be defective in delivery notifications longer than I had it working properly - let that sink in. So why in heck should I believe an actual solution is coming now "that you're aware as of Oct. 9"?? Because I was told they were working on it back then... of course they've also released Versa 2 and other new products as their priorities during that time. It's interesting how they can release wholly new and updated products but can't fix the ones of current customers. I'm so over FitBit platitude responses. What they are doing is not ok. They may be acting like they are trying to fix it now - but I have no faith after what I was told and the language they used which makes me believe they either lied in August or are lying now - because it can't be both. 

For everyone who's happy with their FitBit, good for you - I've had 4 diff FitBit products since 2014 as I can't seem to get one to last more than 2 years, and this is the last straw. I can't keep re-investing in products with this kind of treatment. 

Moderator edit:  format

[Rich_Laue]

You made the post to get attention, and ignoring common courtesy continue to yell at your fellow fitbit users. 

This is a community forum set up for community participation. Yes if you do not want a response from a fellow user, please think before posting. 

You keep mentioning authorized retailer without mentioning who. 

Phone without mentioning phone type. 

Yes there is a notification problem with the latest iOS version, wouldn't it be nice if Apple let their competition know of changes they are about to make on the way they handle notifications? 

Until the latest iOS version update notification issues usually could be fixed by checking settings on the tracker, app, phone settings and the notification settings found in her notification center. 

[Odyssey13]

@KatyK01  your latest post was merged into your existing thread. It helps to keep your posts in one thread unless the topic is different. As for jumping into your post, I did it as I would with any other post on the forum. Providing links is part of helping. As @Rich_Laue  said, your post got attention. Can you answer his questions? Knowing where you purchased the Fitbit and which phone you have could lead to better responses.

[Rich_Laue]

@KatyK01 please follow the common, with any community group, guidlines, so that we do not have to keep flagging your posts for yelling at us. 

[KatyK01]

Please give straight answers and fix your problems and people wouldn’t have to yell.

Do you think buying a Versa at end of May, notifications quit in July, FitBit notified and case #’s show they send then they were working on it... but now say “Oct. 9” is ok? Do you think people might be a little upset when FitBit goes out of its way to not be upfront, to not offer solutions, and to not answer questions?

Katy Kemp

[KatyK01]

Stop moderating and changing my posts! This is beyond shady! Did I somehow confuse anyone? Did I lie? No - so there is not "clarity" needed other than FitBit continues to try to hide their issues. This is so unacceptable. And marking the issue as resolved, when clearly the issue isn't, is also not ok. I'm just going to take all this information to public forums and social media so FitBit can't keep changing what I'm saying.

Here's a thought FitBit Moderators: if you don't people to see what someone types (no cursing or profanity in my posts) then fix the issues. Because everything in my post is real and has happened. 

[KatyK01]

You're absolutely right I mentioned it for attention. It needs attention. And I'm sorry you can't understand someone emphasizing how frustrated they're vs. actually yelling at someone. Maybe if you bought a brand new FitBit Versa end of May (from Kohl's - and yes, per my case numbers FitBit support knows this, in fact they knew it before I could tell them, because they track that when you register per the product number - and quite frankly, so long as it's an authorized dealer and I've brought it up to support, exactly who's business is it in the forum?) and told them about an issue in July and it's not October and the issue persists so you've had a product be defective longer than it was working properly as advertised, you might understand the level of frustration and why all caps for emphasis and making posts for attention - because I'm sure not getting it from FitBit. 

Ironic - you do what you're supposed to and contact FitBit support, multiple times, for an issue and you're ignored - but post in a forum to let the public see how awful they're being and I'm the bad guy? Give me a break - FitBit doesn't want people to see how bad they are. I know how to link posts - I purposely didn't link them because FitBit keeps changing, moderating and saying marking this forum question as resolved... but it clearly isn't. 

And again, I've relayed to support what operating system I have - iPhone X, with the latest 13 ios update as of this morning - this issue of notifications started in July, on previous IOS software. As outlined in my ongoing case #'s - since you seem to want to know all the details for a discussion forum.

Here's another: the troubleshooting only "works" for about 24 hours - and when I specifically ask how come their "solution" only lasts about 24 hours before having to do it again - I'm just told they are working on it. I was willing to be reasonable when they said this back in August. It's October and they want to now way they are aware as of "Oct. 9" ... which is not true. And it's cute if you want to blame apple - but the product has been defective before the ios 13 issue - whether they want to publicly acknowledge it or not, it has been and I have the transcripts from those support chats to prove it.

So you want to tone police me and tell me what I can and can't say? Then by all means - do the right thing yourself. 

[KatyK01]

I've answered the questions. And again, I've provided the issues to tech support with all that information. Again again, I've said this since August. And again, I did make it for attention. Is it a coincidence I keep getting a run-around. And yes, I made separate posts because FitBit keeps changing them, moderating them and marking as "resolved" "answered" - and yet, again, here I am with Versa still not working properly. 

The troubleshooting "solution" works for about 24 hours before notifications stop again. As I've said - repeatedly and asked tech support if it was a true solution how come I keep having to reset a device I previously didn't have to. Maybe instead of asking me questions FitBit can answer their own questions:

1. I was told in August they were aware of the notifications issue and were working on it. Today, I'm told "as of Oct. 9" - so which is it? Was I lied to then or today? 

2. Back in August I asked how come a product less than 90 days suddenly has all these troubleshooting issues and is it possible the device is defective and a replacement - not refund - replacement - and I was told because I purchased from Authorized Retailer (Kohl's) that they only did replacements on FitBit.com purchases - and I asked how come they didn't let everyone know that while they advertise purchase at these retailers and how come I can't even use the device without registering it and FitBit can track and show where it was bought (so they can keep their retailer agreements) but they can't offer to replace - no answer.

3. I asked how long is a reasonable amount of time to expect them to keep working on this known issue? No response, but they sure did release Versa 2 a week later... I bet they were working hard on my issue.

4. How is it acceptable to have authorized retailers your making money off of but won't stand behind them?

5. How come I can't get anyone to provide an answer other than "working on it"

Here I'll make it simple yes/no: Is it acceptable to have a Versa that has had notifications not work correctly longer than they did work correctly? 

[Mcmug]

I haven't been able to use my Fitbit for months and have received no help. The flex WON'T wake up from sleep mode. Constantly in sleep mode, I've tried all the forum solutions here and called tech support only to be told that there wasn't a tech support person working... I literally pushed for tech support. Only answer was push a pin in the back or buy a new one.  It worked before it went on the charger, now won't exit sleep mode. I've done everything and I know my mother's very generic versions works so much better. Don't waste your money. Buy generic. No customer service and they'll lie to you and get nothing done. Buy a cheap one since all they talk about is their one year warranty. So disappointed. Not resolved ill never deal with them again.