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Disappointed with online support.

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‎07-22-2016 08:17

‎07-22-2016 08:17

I contacted online suport a couple weeks ago with issues with my watch band coming apart and  my surge was having trouble charging.   When connecting the charger,  it would connects/disconnects for no reason or if it was bumped.   I figured it was due to the band coming apart from the watch and causing a bind that made the connector pins not connect well.

 

Anyway, I was happy to find they were very helpful and offered to replace the watch and charger.  I didnt think the charger needed replaced so opted to just have the watch replaced.

 

After getting the replacement watch,  I now have an issue where at least once a day, it shows on the Fitbit software that the tracker is not found.   Only after I reboot the watch, does it connect again.   I also still have the charging issue, so it must be the cable or charger.

 

I contacted online support today and they said the only way they would replace the unit is if I send the watch back to them and only after they get the watch in their warehouse, would they send me a replacement.  

 

While talking with the person on chat, it was showing the tracker wasn't found and they could easily see the logs that I had connection issues since I got the new watch (never had that issue with the other watch).   So why send me a watch that doesn't work right and then force me to send it back before sending me a replacement.  Especially since that wasn't the way they did it the first time? 

 

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‎07-27-2016 05:50 - edited ‎07-27-2016 05:50

‎07-27-2016 05:50 - edited ‎07-27-2016 05:50

 Hello, @bishop0114! Welcome to the Forums! Our team evaluates each case very detailed to give you the best solution as fast as possible, following the procedures established by our company. In this case this was the procedure they needed to follow, but I'm sure they are more that willing to help you, so please follow their instructions to get back on track soon! Sometimes they are required to get the tracker back on the warehouse to evaluate the tracker's internal failure, so don't take it personally. Heart I suggest you give them a chance! 

 

Let me know what you think!Man Happy

Solange | Community Moderator, Fitbit
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