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Worst Customer Service I've ever seen!

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‎05-13-2018 07:02

‎05-13-2018 07:02

So I purchased a Versa in good faith.  The thing didn't work right from the beginning.  It never charged.  I called customer service.  The woman took my number just in case we got disconnected so she could call back.  Needless to say, she didn't call back.  (It says on their recorded message that they would.)  I placed another call later in the day and had to start over with the trouble shooting.  Again, we got nowhere.  That representative was going to move the process on and said we would know by the end of the day how they would proceed.  I got an email stating that they needed photos of the versa in it's cradle, one of the screen showing it wasn't charged and another of the fitbit showing no charge.  All of that was done, but no further call or emails.  I called again a day later and got another representative that again made me do some manipulations that didn't work and she had to speak to her colleague.  She said they would move the process on but they don't believe that it doesn't work so I have to return it.  I asked to speak to a supervisor and I was given Ricardo.  Ricardo was a bit rude to start with and it didn't help with my mood.  He said they are really too busy to call anybody back.  He again said I would have to wait until the item was returned before they could send another.  He said it will take about 5 days or so after the item is returned to their warehouse so they could make sure it doesn't work.  At that time they will send out either the same piece of garbage the I got the first time or a new one.  so they will have had my money for about a 2 week period before I have anything in my hand.  When I was looking to trouble shoot the thing, before I called customer service, I was shocked to see the amount of people complaining of the same problem.  So they continue to sell a product that is not working and they when you call to get help you get stalling, rudeness and not much more.  I have been a fitbit customer before, but I think I'm done. 

 

Buyer beware!  You will probably be getting a defective product that has been returned and "refurbished."

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4 REPLIES 4

‎05-13-2018 07:28

‎05-13-2018 07:28

So they needed to send me 3 emails to return it.  The first one said they were "bummed" that I had a problem and had a return label attached.  The second was a letter that I had to print and put in the box with the returned item.  The third was a letter from the "supervisor" Ricardo telling me to send him the tracking number when I mail it.....the same tracking number that they just sent me.  Really?  Ricardo, you should have that number since you sent it to me.  Another hoop or too lazy to look it up yourself.

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‎05-23-2018 18:47

In response to lungdoc10

‎05-23-2018 18:47

Fit**ahem** strikes again

The worst product only surpassed by the WORST customer service

Never Again

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‎05-23-2018 19:38

In response to lungdoc10

‎05-23-2018 19:38

I agree. The process is so tedious and ridiculous. Obviously, their product is defective yet they want us to continually send videos and pictures to them showing that it doesn’t work. And have us do trouble shooting that their technical service are not even familiar with (restarting the versa from the charger? Have they even seen the versa in the charger? It’s an impossible task) And then we have to send in the product. And just like you, I was thinking if I was going to actually get a brand new item or a refurbished one. So lucky me, I bought it from Best Buy. At least when I return it, I know I’ll get a brand new one and I don’t have to wait a month or so to receive it. Now that I know how Fitbit is, I will never buy their products through them. Ever. If I ever buy another one. I’ve always been a Fitbit customer and through this experience and them not updating their challenges and trails and improving what I first liked about Fitbit, I really am ready to move on to another brand (and so are my friends). 

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‎05-23-2018 20:49

‎05-23-2018 20:49

Shame to hear you've had such a bad experience. On the flipside, I've been very happy with Fitbit's customer service. My very first Flex was lost after the clip came undone and Fitbit replaced it no questions asked. They also replaced a few broken bands free of charge. Customer service is tough to work in sometimes, everyone is human and sometimes you will get customer service representatives that don't represent the company very well. Hope it gets resolved for you!

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