Feedback about Sense and Support team

[Becky218]

I am now in the process of returning my 3rd Sense. I am a loyal FitBit customer and upgrade my watch every time a new one is available, giving away my old watches and have even bought watches for family members as gifts. I love the challenges and the fact that I can get active with my family with out being with them. However, I have had the worst customer service experience lately. The first Sense I had to return they told me I had to return my device prior to receiving my new one, which is unacceptable to me, I have a FitBit for the challenges, going with out the watch is not an option, I spoke to a supervisor and they finally agreed to send me a new watch prior to be returning my old one. Flash forward to today, my watch does not connect to Google assistant and they want me to return it to get a new watch, however the supervisor I spoke to refused to send me the replacement prior to me returning the defective unit with no real explanation as to why that couldn't happen. I asked to talk to someone that could help me and was told there was no one. I will no longer be buying FitBit products or recommending them to family and friends. I used to love FitBit because even if there was an issue with the product customer service never hesitated to go above and beyond to make things right, that is not the case anymore. A hit or miss product with poor customer service. 

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Becky218  when Fitbit asks us to return a product, it's because they want to look it over and see what is happening with it. When I first came to the forums, Fitbit would routinely send a new device to a person without asking for the old one. It seems that many people took advantage of that and Fitbit probably decided to check the devices by having them returned. I'm sure it's stressful to not be with your Fitbit, but have you considered using Mobile Track while you don't have the physical Fitbit on your wrist? Click to learn about Mobile Track - it's an app from Fitbit. It's not that customer service is terrible or poor, it's just that too many people took advantage of them before you had a problem. 

[Karen74_]

I feel your pain Becky. I took had to return my Fitbit Sense. I sent it back on October  22nd, it still is in transit! I have been in correspondence with Fitbit via e-mail and via phone, but I am wanting to speak to a manager or supervisor and have been told that they can only speak to me via e-mail. I typed out our whole conversation yesterday and sent it to Fitbit support this morning,  my response back was fitbit support is not available...something fishy is definitely going on considering that fitbit is now having a HUGE sale going on. Fitbit is competing with Apple, Samsung and Garmin, but other customers are returning there products? 

[lablover55]

I am hesitant to send a watch in because of the time it takes to mail etc. I never asked in the past to have a watch sent to me and was always sent a watch even though I didn't need it. I am also annoyed that when you ask to speak to a supervisor, it is always by email. It took several emails to have a watch sent to me(the first time owning a fitbit). It shouldn't be this way, since we are the paying customer. 

[Becky218]

I have no issue returning the watch, I just want the replacement first. They have done this for me before and I returned the watch same day I received the new one. I've even told them they can charge me for it if I don't return it. 

[LokeAa]

A supervisor told you to return Sense over Google Assistant? It is a known issue. Up until now, I have thought it doesn't work for any of us. I am not surprised, I am Norwegian, they tried to tell me: "Google assistant is not available in your country", bull**ahem** with capital B, we have had Assistant since 2016. It feels like they just give an answer, hoping for the best. The best being customers do not know, and accept whatever answer they give.