My experience with Fitbit Sense and the Customer Service

[Chnapoli]

My Sense stopped working and while I am still waiting for FitBit to replace my less than three month old watch, I have also discovered that their customer service doesn’t actually seem to exist anymore. For anyone whose Sense stopped working, how long did it actually take from the time you sent  the “lemon” back before you received your new replacement? Also, if you paid for Premium, did anyone have any luck in getting refunded for the time you paid but did not actually have a FitBit product? Finally, for those of us who have owned a FitBit product for years, have you also noticed the customer service has gone down the tubes? I regret my purchase of the Sense and fear I just wasted a lot of money. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Chnapoli. Welcome to the Community Forums. We‘re taking your comments and sentiments in regards to our products and services into consideration.

I've seen that your support case has gotten an update from Fedex. Please stay tuned to your inbox, someone will reach out to you soon. 

We're sorry for the hard time you had while reaching our Support Team, due to recent events affecting our operations, support options are limited and wait times are longer than usual.

Thanks for your understanding. We look forward to getting you back on track soon! 

[LokeAa]

In Europe replacements is fast. Well, I cannot speak for the rest of Europe, but I should think it is the same as for Norway. My Sense's clock face fell off in July. I called customer service, they sent me an e-mail instructing me to take a picture of the broken device on a piece of paper with a case number they provided, and e-mail CS. A couple of hours later I received an e-mail. Fitbit had sent it from The Netherlands. This was on a Monday, the day after, Tuesday, a fed ex express guy rang on my door with my new device. 

[MarreFitbit]

@LokeAa Thanks for the details provided in your post about your experience with your replacement. I'm glad to hear you received it very quickly. 

Please note that every case is completely different from the others. To see what your options are once you've exhausted all troubleshooting steps for your issue, our Support Team will do a deeper review of your case and inform you the options available for you.  

Have a great day! 

[jakirk11 · Accepted solution]

The customer service I feel has definitely gone downhill. I upgraded from the Versa 2 to the charge when my Alexa mic stopped working. I went through these message boards and found all the responses to how to fix it, and tried the same thing on mine. None of it worked, and I tried to explain that to my CSR and it was like talking to robot, where they asked me multiple times the same questions and telling me to repeat all the troubleshooting techniques I had already tried. 

[Chnapoli]

After I complained to my customer service chat member that I thought it was ridiculous that I would have to pay for my own shipping, they told me they would send my a return label. I shipped the package and a WEEK later fed ex picked up my package from USPS. I mailed back my broken watch on August 24th and it still hasn’t arrived to FitBit, so who knows how long it will be for my replacement to actually be sent to me. Also, in my latest “customer service” chat, I inquired about being refunded for my subscription to Premium and was told to contact Apple for any refunds and that FitBit would not provide me with any refunds or support. I was sold a lemon of a product and not once has any FitBit representative apologized for the inconvenience or has tried to make it right - it wasn’t until I started to complain loudly that anyone has even responded. So to be clear - I still don’t have a watch and have no idea when my replacement is going to be provided. I also cannot get refunded for what I have paid for a Premium subscription during the time I don’t own a FitBit product. So, I stand by my complaint that my FitBit sense stopped working after a short ownership period and the process to try and get a replacement has been terrible, therefore customer service stinks.

[Chnapoli]

I had the same issue regarding the online chat - it seemed just auto responses walking me through trouble shooting that I had already done. I have had multiple Fitbit products over the years as I have upgraded products and this is my first issue with a product and have noticed how incompetent the customer service is. For such an expensive product, I expect better. 

[Chnapoli]

Just wanted to post an update that I had to complain first to customer service before they bothered to send prepaid postage. Also, since the policy is that FitBit has to “check” the broken watch before honoring a warranty and sending a replacement, my suggestion would be that FitBit should be prepaying postage for express mail. My package mailed on August 24th is still “in transit” almost three weeks later. I have commented on Instagram and Fitbit has time to delete my comments but not make right on their products. Horrible customer service and terrible policies in place to treat their customers right. Customer service no longer exists and considering my nee Sense stopped working in under 3 months tells me the products are also taking a nose dive. From

reading comments here, I am not the only

one dissatisfied.

[Pjjfit]

me too. What a waste of $. I have been working with the support team for over two months on various issues.  I have spent almost 4 hours on live chat with them.  I have read nearly every article they published. I FINALLY got someone who said they would look into the warranty (it is less than 7 months old) if I would send in the receipt. I sent it to them and got an auto reply saying they had closed my account because it had been awhile since they heard from me. IT WAS FIVE DAYS!!!!! I have since tried to contact them with NO RESPONSE!  I am beyond frustrated!!!

[peterpan1709]

I am having the same issue - my 3 month old Fitbit Sense suddenly developed problems after I went swimming in a shallow pool (1m depth) for a few minutes. The battery started depleting at a fast rate, and the watch died. I tried charging the watch but it got very hot and would not turn on again. I have reported to customer services and I am currently without a smart watch until I get my replacement. Additionally, Fitbit  have refused to extend my Premium subscription during this time. Why am I being penalised for being a Fitbit customer? I see others have had similar problems after their Fitbit Sense got wet. This is very concerning. Does the Fitbit Sense have a design flaw?

[Al21240]

My sense is still working..... well, it's dead right now.  I'm having issues with the charger and fitbit won't replace it because I've owned it for lo get than a year.  They want me to buy a replacement myself.... eventhough it is a common problem