Unfortunately, after being a Fitbit customer for 6yrs, I am being forced to abandon shop and find another means of fitness and lifestyle tracking. I am more than upset that they are asking me to spend my hard earned money on something they broke. My watch was in perfect working condition prior to the update.
Timeline and backstory leading up to this decision:
I received the update overnight on or around April 18,2021. Immediately I noticed my Female Health Tracking was broken and emailed Customer Service on April 19, 2021 and was told they were aware of the issues and were trying to find a resolution. As I waited for my watch to return to "normal", I noticed it was no longer connected to my phone. I came to the Fitbit community help page and saw that many others were having all types of issues as a result of the update. I read thru the comments and attempted resolutions the moderators were suggesting until I reached out via Chat to solve my problem. It was only 9am, and my battery was already dead after charging thru the night. A very nice customer service agent helped me solve this problem and before long, I had a charging Fitbit device.
I got back to work and let the watch charge as I was told and soon enough started to prepare for my hiking trip out of town that weekend. Once my Fitbit charged up, I attempted to get back to my regular regimen when I noticed the screen was no longer working. The screen was completely black, but vibrating on calls and text, registering workouts and connecting to my phone. I attempted to restart the device as FitBit moderators mentioned on the forum and this did not work. I attempted to change the clock face which also did not work.
When I returned from my trip, my Fitbit was still unresponsive to any and all attempts the Forum provided. I called customer service again and was told they would not be able to do anything and that I would get an email.
Well, my email eventually came and with a 35% discount code - I'm out of the warranty period and nothing else can be done. Upset about Fitbit breaking my device and then asking me to buy another one, I called again to speak with customer service. I wanted to know why I was being asked to buy another watch when I didn't break it myself. It's interesting to see all of the other people on here with the same issues. An update comes out, the watches break (no matter the age) and Fitbit attempts to reel in another couple hundred bucks from hundreds if not thousands of people. Imagine that business model if people really do keep coming back.
After speaking to a customer service rep and then a supervisor, I was told 35% was the best they would do and it wouldn't even apply to the current sales prices b/c it's just "programed in." After all of the calls, email and chats, I was still willing to spend my money with this company I had been loyal to for 6yrs only for them to not care an ounce that they broke something I spent my hard earned money on. So I guess it's fair to say, that this is the norm, they break our devices and simply send an already programmed coupon to continue shopping with them only for the repeat to potentially happen again and again with update after update.
Sad to go, but how you've handled this situation with all of your customers, is not up to my standards after 6yrs. You simply don't deserve my hard earned money.
