Gaslighting when I received broken product

[santiniwill]

I hope you are doing well. I wanted to send a quick email about my experience this past weekend. I purchased the new Sense 2 and the item came and it would not turn on.

I chatted and called Fitbit support and they would not provide me a new working device without receiving the old one back. I am going on vacation on Thursday and wanted the device to being with me. There is no way I would receive it on time after waiting for the warehouse to process an exchange. Fitbit would not listen to my concerns or make an exception given the circumstances. I spoke to a CRS and a manager, and both were not willing to listen to my concern.

I am truly disgusted, which is sad because I love the products! Fitbit is so great and easy to use, but you are treating customers like they are garbage and gaslighting them. I just wanted to let you know this because other customers may feel the same way and not feel valued, as I did in this interaction- especially after spending $300+ on a device from you.

I hope you take this into consideration and make the situation right. I am sending back my device for a refund.

[JackDrake]

Being a german customer I was more than satisfied. My about one year old Charge 5 did not start up anymore. As I did already all steps suggested in the user guide it took only a short chat and the support directly send me a replacement, took only 2 days.

Your experience sounds more like mine some years ago with samsung...

[santiniwill]

Hi JackDrake, 

Obviously, we are having different experiences with customer service, as mentioned above. Do you have any solutions you can provide? I am not sure how this post reply will add any value nor help me in resolving my issue. 

Thank you!

[JackDrake]

Good question. Did you buy your device in the official fitbit store or somewhere else? Usually in germany the first point of contact should be the dealer, not the manufacturer.

However, I would not spend too much time and maybe frustration in front of a vacation. Just sending the sense 2 back and looking forward for the replacement after vacation. 

[santiniwill]

Hi JackDrake, 

I purchased my item directly from Fitbit, not from a dealer. Again, is does not seem as if you are actually providing any solution or adding any value to my initial post except for continuing to repeat the same thing that Fitbit customer service has said before. In fact, I am not really sure why you are even commenting on this post to be honest. Please take care and be well!

[jcatjim]

I had the same experience today with my sense 2 just out of the box. I will get a refund and probably go with apple. Sounds like they have a major bug???

[Rich_Laue]

We have been asking fitbit to update their warranty policy for years. 

Their wait until returned is an out of date process that users do not want to put up with.