Hi everyone. I’ve been a Fitbit user for years. I started with the Versa and I recently got the new sense watch. I was so excited to experience the cool new features.. so far it looks like a great watch that I really wish I could love. I am in general always a little skeptic when it comes to technology actually functioning as advertised. I basically sum up all the malfunctions to being bugs/errors/lacking in the software that needs to be adjusted. Fitbit must have some sort of procedure or policy set for making sure they can deliver what they are promising right? Or is it that they had to keep up with major competitors like apple and rushed out a mostly functioning basic system? Anyways
I guess Now that they have the basics figured out The updates to fix all our issues will happen as their developers/technicians become better educated with the technology they created. Even with this understanding I am still frustrated about how much $$ I spent for something that doesn’t function right out of the box. Sooo i decided to try the online help chat service. . . If you haven’t tried it yet then I think you should. Whomever manages the customer service department is doing an incredible job.First time I tried the agent just repeated all the steps for trouble shooting you’ll find in the help articles. But they were quick to respond and polite. Unfortunately I ended up not resolving my issues and was asked to factory reset my watch. This only solved things for a few minutes before it began failing again. So I went back to the help chat messenger service. I mentioned I was still having an issue and like I was expecting I got more regurgitated help article responses to help fix my problems. Surprisingly though they also told me I was eligible for a replacement watch at no cost or other Fitbit product options also. And before I could even finish reading that message I had already received an email from Fitbit for the link to choose my offer and enter my shipping information. They didn’t ask for payment of any kind not even for shipping and they never mentioned the return of my current watch. No conditions whatsoever. No fine printed messages or conditions. I literally entered in my address and Answered a security question to confirm my identity and then again within seconds I received another email confirming my information had been successfully received. I just want to say great job Fitbit for shocking me with awesome service. Now I hope I actually do receive a new watch as that seemed almost too awesome also because current watch is practically a $400 paperweight.
Moderator Edit: Clarified subject
