I contacted FitBit today expecting their all-star customer service and was greatly disappointed. It seems as though FitBit has changed their policy on sending out replacement devices, even if your product is under warranty. Now when your Fitbit crashes in some way, shape or form(and it will, more than once in the same year) you as the consumer should be prepared to be inconvenienced. They will happily send out a replacement after you make an extra trip to Fed-Ex and they receive your faulty product, resulting in a 1-2week disruption in your ability to track your healthy activitities, participate in Fitbit challenges or events within your Fitbit community. I'm still trying to wrap my head around the fact that a company who can't figure out the repetitive flaws in their product would make an already irritating process more of a hassle for its customers. I highly suggest FitBit re-evaluate this protocol and the impact it will have on your client satisfaction.
I scanned through some of the posts that have been made and many of the positive, supportive posts are about how awesome it was that the customer service advocate was able to get them a new product sent out and received in a very short time period. FitBit, if you're listening, this is part of what made you top notch, even though you still need to work out some product kinks(battery issues, bands tearing, screens not swiping, inaccurate step counts...). So many of us are willing to overlook the fact that we are on our 2nd, 3rd, maybe 4th FitBit in less than a year because you used to make the process as painless as possible. You held yourself accountable and put your customer's best interest first.
I purchased a Surge in March of 2015 with an extended warranty. By July of 2015 my band was torn at the screws. I contacted FitBit and they sent out a replacement the next day. I thought, "AMAZING!! This company has got customer service down! Thank you Augusto!" Fortunately, the watch I had worked and I was able to carry on as usual until my new watch arrived. Fast forward to January, 2016 my replacement Surge has done the same thing, torn at the screws. No big deal, I had such a great experience with FitBit in July, I figure, they'll take good care of me. Not so much. Obviously, they will replace the Surge, because it is under warranty. However, I have to find the time to ship them my 2nd Surge, then wait for them to receive it, then wait for them to ship me a new one. I love my Surge overall and rely on it daily. They've seen the damaged Surge; I sent them a picture; it's a consistent problem with the product. I shouldn't have to jump through hoops and be inconvenienced. When I asked why my first replacement was shipped with no problem before and I have to wait for this one the response was just "Sorry it's protocol." I tried speaking to a Supervisor and got the same response. Based off of my previous experience and reading some of the community posts, which weren't that long ago, it seems as if there are some major inconsistencies within customer service. Is it really protocol? Maybe our experience depends on who picks up your chat or call and how helpful they WANT to be. Customer service rep Augosto where are you?? Protocol or not, the end result of this interaction,... a dissatisfied customer.
FitBit I thought we had a good thing going...
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