new sense device and premium membership question

[apage396]

Hello,

I received my new sense and the touch screen wasn't working. I used the directions inside the box to reset the device and it seems to work better now. But I still don't know what "the button" is on the sides? It did vibrate when I touched both sides, but where is it exactly?

Also, I called to find out how to join the free premium membership that was indicated in the email about the recall directions. The help person Juan did some investigating and told me that the reason I'm not able to access it is because I used the one-time-only code already and did not check the box for the membership. I asked him where the box was located as I had not seen it as an option. There were no prompts that I saw to indicate this as an option. I guess I had to go searching for it in another screen?

I went back to the email that explained all of the things I was eligible for in the recall:

• 40% off up to 5 devices - extra directions here said "check the store..."
• 1 complimentary accessory band - I ordered 2 thinking one would be "complimentary" but no, I was charged. Don't all watches come with a band to wear it in the first place?
• 1 Fitbit premium subscription for a full year (new members only)  - yep, I'm new
• free expedited shipping - thanks, I followed the directions in the next paragraphs which were clearly written to access this gift. 

I reread the directions several times, including the bolded words in the next paragraph. I made sure I was following the directions stated with the code to enter the store and the promo code which were clearly stated. However, there was no mention of the membership. 

Reading back on the email now, and hearing what Juan told me, I see now that "services" is the term used for the membership in the bold faced words. This is deceiving as all the other words were clearly mentioned in the bulleted list; "devices" and "accessories."  Using "service" next to the "premium subscription" in the bulleted list would allow customers to know exactly what you were referring to, and more specific directions should have been included in the list underneath, with the promo codes - perhaps, "don't forget to check the box for a premium subscription service" to maintain consistency in directions.

So, you've promised a premium subscription for new members. It would be easy to see if one is a new member or not... Now I've been told no I don't qualify for the membership because of a technical error based on a lack of clear directions?

This seems shady, like you were hoping (even planning) that customers would make that mistake. It leaves me with an overall bad feeling about Fitbit. But I have positive feelings about Juan, he was honest and helpful. 

I'll be interested to see if anyone responds...

[JohnnyRow]

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@apage396 wrote:

Hello,

I received my new sense and the touch screen wasn't working. I used the directions inside the box to reset the device and it seems to work better now. But I still don't know what "the button" is on the sides? It did vibrate when I touched both sides, but where is it exactly?

. . .

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Disregarding the Premium issues, but

The "button" /sense plate is a horizontal indentation on the left lower side.

Also, if haven't found this, Sense manual (pdf) .

[apage396]

Thank you! 

[Jdsenter]

When you ordered thru the special recall store, there was several sections, one for watches/tracker, one for accessory bands, and one for premium, if you did not add it to your cart, it would not be active, also there were two parts a month to month or annual, you had to select annual for the free promotion, otherwise it doesn't work, also have to use the same email address as promotion or it wouldn't work. It was not clear, but also stated several times, in statements, make sure it is in the cart before checkout, once the code is used, you are done. No changes, no updates, nothing...

[apage396]

Morning,

Are you a Fitbit employee? 

[JohnnyRow]

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@apage396 wrote:

Morning,

Are you a Fitbit employee? 

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The only Fitbit employees on these forums are moderators with "Fitbit" + Fitbit logo at end of name, and name in blue.

[apage396]

Thanks again. 

I was advised to post my concerns in here - that they would watch and help.

I'm sure I wasn't the only one who thought they were following the directions and ended up feeling betrayed...

[JohnnyRow]

Sometimes moderators take not of certain posts and do refer them to Support.

And sometimes for improvement suggestions, they recommend posting here on Features Suggestions Board. 

[Tmercer]

I called and was told I would get an email from a supervisor and it never happened.  One of the reasons I replaced the Fitbit instead of going with Apple was that in the past Fitbit had great support.  However, it looks like that is no longer the case.  It seems that they could send a code to activate premium for those of us that didn't add it or couldn't because they went back and it didn't appear.  Their customer service used to be great.  I hope this isn't a sign of things to come.