Feedback about support received for Sense wristband

[sgsmile]

I was given a Sense last year as a gift. It's a pretty good device electronically and feature wise. I use it mostly for running, but also walking and bike riding.

Recently, the little piece on one side of the watchband that gets inserted into the other side of the watchband came out. I tried putting it back in, but it won't stay in. The product is clearly defective. 

Today I entered a chat with a customer service agent who, in effect, told me he felt bad for me but I should buy a new band. No warranty discussion. No effort to help the customer other than to make me spend money. I may have to buy a watchband to be able to continue to use the device, but based on this experience it is the last Fitbit device I (and anyone in my family and, if I can help it, my wide circle of friends) will purchase in the future. Fitbit needs to learn that the major distinguishing factor among vendors these days is not product - it's service.

Moderator Edit: Clarified subject and updated label

[LizzyFitbit · Accepted solution]

Hi there, @sgsmile.

Thanks for the detailed information and the time taken while contacting our Support team. I'm sorry you've had this situation. This isn't the type of experience that we want you to have and your feedback is appreciated as it'll help us to evaluate, as well as improve our services.

That being said, please let me explain that all our products are covered by our warranty as long as the conditions described here are met. If by any chance your wristband falls outside of these terms, I'd recommend getting a new accessory from our website or through an authorized retailer. You can always get back to our Support team to receive more details about your case.

[sgsmile]

Hi, LizzyFitbit. Thank you for the response. I think my point was that no conversation was offered relative to warranties, etc. In looking at the "conditions", I am past the one year point, although only slightly (the product was purchased in January, and the problem arose in early February). So - yes - officially, I'm on the hook to buy a new watchband. Unofficially, Fitbit could stretch the rules a bit although contractually is of course not obligated to do so. I will say that if I did buy a new band, it would be one of the ones that uses a more traditional watch clasp rather than the one that came with the device. 

[LizzyFitbit]

Hi there, @sgsmile.

You're welcome, and thanks to you for getting back. I totally understand your point of view and please know feedback like yours helps us to prevent this type of experience in the future.

In regards to your wristband, you can always check with our authorized retailers to see if they have an option that works for you. 

[bnc1]

I wanted to order a new band for my Sense before the sale ended yesterday.

So I contacted FitBit chat with this question: How do I know whether to order a large or small sports band?

The answer was: The only choices we offer are large and small.

Totally unsatisfactory answer!

[LizzyFitbit]

Welcome to the forums, @bnc1.

I understand how you're feeling and appreciate the time taken in sharing this feedback. Rest assured we continue working to improve our services, and the overall Fitbit experience.

If you still need it, let me share that the size can be found on the back of your original band. In case you don't have it available, you can always use this sizing chart to find the one that better fits on your wrist.