Folks, I hate grumbling like this, because I genuinely love your products and company. I own the Aria 2 scale, and the Aria before that. I have Fitbit devices dating back to ... I actually don't know! I probably bought my first Fitbit some time in 2012. And my family members have fitbits, because I encouraged it. And my friends do as well. In marketing terms, I am a product promoter -- a word of mouth maven. You've made a lot of money from me, my family, and my friends over the years.
I recently engaged in a chat session to resolve the Versa 2 Doesn't Swipe issue (and judging from the number of responses on that thread, it seems like a lot of people have it). I started the chat from a PC. During that session I was asked to upload a video showing that the watch doesn't swipe. I recorded the video from my iPhone, and then attempted to transfer it to the PC because that's where the chat window was.
I recorded 12 seconds of video. It was too big to send via my email account from the phone. And, it turns out, it was too big to upload to your chat window when I finally got it off the phone and onto the PC. Multiple times I had to ask the agent to stay on the line with me. I'm sure she gets graded on how long she spends with each customer and was eager to get rid of me after 20 minutes of me fooling around trying to get the video from the phone to the PC.
Because the file was so big, she suggested I compress it or that I record a shorter video. I am not sure how I could record a shorter video and still satisfy the request to show the swiping motions. I sure as heck didn't have a video compression tool on my iPhone to make it smaller. She helpfully informed me that she had looked on the internet, and there were ways to do this. I just needed to do the same.
I feel like I am the customer here and your process is an inadequate process. It's reasonable to ask me to show proof that my device isn't working properly. But to make me jump through hoops, compressing files, and to ultimately cut off the call because I was taking too long? Unfair, unfriendly, and certainly not the kind of treatment I would expect after that loyalty and spending I've done with you over the years.
Please change your processes. This was a sucky experience.
