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Unbelievable.

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‎06-16-2016 14:09

‎06-16-2016 14:09

Fitbit I am MASSIVELY disappointed in your customer service. I was one of the people with a rash that sparked the recall on your Force tracker so when the new Surge tracker came out, I was very excited.

We purchased one at full retail and I was very happy with it until 6 months later when it started falling apart. You cheerfully replaced my Surge with a brand new one, which then fell apart in another 6 months. I was assured this last time that you were working on the problem as you sent yet another replacement to my house.

Guess what? IT'S FALLING APART! Are $250 watches now considered disposable? Because you refuse to refund me so I can buy something else or even downgrade me to a Blaze tracker, which has replaceable bands. I am beyond frustrated with your customer service for a loyal customer. Your "company policy" is baloney and your product is defective. 

 

I was your biggest fan and told everyone how fantastic your customer service was. I even ditched my scale and got the Fitbit scales because I love your interface so much. I am so upset. 

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1 REPLY 1

‎06-20-2016 08:28

‎06-20-2016 08:28

ECostarakis,

 

Yes, this seems to be the case with the Surge--a fragile band that will almost assuredly fall apart at some point and if your warranty is up, the best Fitbit will do for you is offer you 25% off the purchase of a new device.  This is supposedly the "best" way to "get you back on track" meaning if you're willing to spend around $200 again, Fitbit will allow you to purchase another Surge which will also fall apart at some point.  What's really sad is that they really don't care about all of the customers they've disappointed--if I had to guess, I think they can't afford any more negative publicity after the disastrous Force recall.

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