I need help

[anandv]

i must say one of the reasons i purchased a fitbit was because of the many good things i heard about the quality of their support. i am now regretting doing that. my experience over the last several months is that this is the MOST PATHETIC support team i've encountered in my life thus far.


my surge stopped syncing suddenly after a few months of use. i called their support and after close to half hour on the phone they determined it needs to be replaced. i was told to send a 'proof of destruction' so that they can ship out a replacement. so far so good, but that's about where efficiency and quality goes for a toss and my nightmare begins.

i sent them pictures of the device with the cut strap and charging cable. i hear nothing back. several days later i called again and they said the device was sideways in the picture and it needs to be face up. okay, i sent another picture. i didn't get a response again so i emailed them again after several days. this timg they say the device is face-up, but the cable is no! wtf? cable was in the first picture, right? you have enough proof that it has been destroyed. i called them and explained that, and the guy then says 'oh yeah, you're right. i'll process your request.'. i got an email a few days after that a replacement has been shipped on 25/oct. i hadn't received anything till 9/nov. i wrote an email and got a reply after a few days that said 'oops, we don't have a tracking number and can't trace that package. we're shipping another one out today'. I though okay, let's wait. today 19/nov i still haven't received anything. i called them and they say 'oops, we don't have a tracking number and can't trace that package.' Seriously, WHAT?

i don't know why fitbit support **WAS** rated that high, as far as i'm concerned it is one of the worst yet. i'm reading at other places and forums now that other users are facing the same wall.

1. turn around time for a response is 2-3 days.
2. typical response is, 'sorry blah blah... let me find out and get back to you.' and that's it. total silence after that.

[ashleygirl07]

Reach out via twitter. They are the best. The rest is horrific.

[anandv]

thanks @ashleygirl07. just wrote them on twitter. hopefully that moves things a bit. will update here on how that goes.

[SolangeE]

Hello, @anandv, @ashleygirl07! It is nice to see you around the Community! I'm sorry to hear about the experience you had with our Customer Support team. Thank you for sharing your feedback, I'll make sure to pass it along so that it does not happen again. Usually they are very helpful and efficient and offer the best solution as quick as possible. 

Please check your inbox, I just sent you a PM regarding your case. 

Thank you for your suggestion, @ashleygirl07!