Last Thursday my Versa 3 stopped working (only had it ~5 months or less). After more than an hour chatting the 2 customer service reps online, it was decided I needed a replacement. Last year, my Versa 2 did similar. A replacement was sent and I had it w/in the week. This time, I was told a replacement would not be sent until the broken one was recieved. I mailed the Versa 3 within hours of that chat.
Tracking the delivery ended in a city an hour away. I called yesterday, the rep stated, and an email confirmed, my device won't arrive until this coming Friday. Fitbit then needs 5 days, per the customer service rep, and the email following, to then confirm receipt. And, per the conversation and email, I can then expect another 5 - 7 business days to pass before my Versa 3 replacement is received. In the meantime, I'll still be charged for my Premium subscription for a device I do not have, unless I cancel that subscription and start over when my replacement is received?!
Three weeks to get a device replaced, for the money spent, and monthly premium cost being paid for a device I do not have and won't have for almost a month, is ridiculous and poor customer service. Policy change from last year's experience is the cited reason.
Clearly, this alleged policy change is not customer friendly! I've bought many Fitbit devices and have promoted the excellence of Fitbit's customer care for years now. I've bought devices for a number of family members and have never been subjected to this treatment or lack of care. This is simply unacceptable and with no adequate or respectable resolution forthcoming since Thursday. The tracking number, re-sent in the email, and on my USPS tracking receipt generated from Fitbit's label, still does not show anything beyond the device arriving at "returns agent" an hour away?! That in itself is unsatisfactory. In fact, it is entirely unfortunate that long time customers are no longer valued! I'll not be promoting Fitbit as I have in the past!!!
