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Versa feedback

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‎05-29-2018 10:29 - edited ‎05-29-2018 10:43

‎05-29-2018 10:29 - edited ‎05-29-2018 10:43

After numerous attempts to get a prompt replacement for my Versa (which failed after the firmware update), I've been told there's nothing Fitbit can do short of making me jump through more hoops and waiting for a month for a replacement. I'm disheartened to see that Fitbit treats customers differently, as some have gotten prompt replacements but I have not. I've never abused the products nor have I accidentally damaged anything that's been faulty and had to go back. This feels really unjust. I know many of you recommend purchasing Fitbit from other stores, but I'm left wondering - if you know their support fails to treat customers with dignity, why continue to support them? I've been buying from Fitbit for many years, but I'm looking forward to doing business elsewhere and I'm truly appalled at the lack of prompt resolution on Fitbit's end. It seems the Versa has a lot of issues that need to be addressed, which would be fine by me if the company were able to stand by the customer and support us properly in the interim. Unfortunately, that's not been the case. 

 

Moderator edit: edited title for clarity. 

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‎05-29-2018 12:59

‎05-29-2018 12:59

Hi @SunsetRunner! I hope you are doin' fine. I appreciate the time you have taken for sharing this feedback about the Fitbit products and overall, our customer service. Please note that we don't want to create frustration in our users. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. 

 

Please note that our Support team is always trying to offer the best option available  to help you out with your goals, 'cause we perfectly know that this is the reason why you have joined Fitbit. 

 

I understand you've invested in the Fitbit Family, however, we as any other company have policies to follow through, but always towards meet our users expectations in the best and easier way possible. 

 

Now in regards of the response that you received from Support, if they mentioned that they will send you a replacement, how long it will take for you to receive a new Fitbit Versa? If you could keep me posted with the updates from Support, it'll be great. 

 

I will appreciate your understanding. 

 

Heydy | Community Moderator, Fitbit
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