Please see Aaron's response to your message, it says it best. More communication is always better than less, especially regarding customer service. The fact that you didn't get updates from the developers should have prompted Fitbit to: 1) tell your customers what you knew, regardless of how little that might have been. Simply confirming that the developers were aware and working on the issue would have been better than nothing, or posting that the problem was resolved before that was the case, and; 2) make sure the developers are keeping the moderators up to date, understanding that your role in communicating with the Fitbit customer community is key to company's success. Passively saying that since the developers weren't sharing information, you didn't have anything to share with us misses critical parts of running a successful business, and may betray a negative aspect of the organization's culture that your customers might assume translates to your products, as well as your service. Several posts on this and other support topics have reflected our collective disappointment in what appears to be a marked change in Fitbit's product and customer service quality, especially compared to when the company was new. I understand things change but please also understand this applies to customer loyalty too. Take all of this feedback as a gift and use it wisely.
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