My experience with support and a new Versa 4

[lisaj1]

I've been Fitbit Alta user for years, the device is getting too old so my husband bought a new Versa 4 as Christmas gift. That didn't go well at all. 

The new Versa won't charge after just the first use for a couple of days. I contacted customer service and she helped me place a replacement order. I was a little surprised the replacement order was just the device face and also a refurbished one.  I wasn't really excited to get a refurbished replacement but as long as it works I'm fine. Just after another couple of days, the refurbished device just shut down and I tried all things customer support told me, it just won't restart at all after showing a big red X on it. At this point I don't have confidence in the product and just asked the customer support person to send me shipping label and I want to return it for refund (this is still within 30 days of the original purchase).  I returned everything in the original box, including the refurbished device face as well. 

The return was received by the warehouse by Monday (1/15) and complete silence since then, didn't even get an email to acknowledge the receipt nor anything about refund. I contacted customer support through online chat on both Wednesday and Friday to just check on the status. It turned out the online chat people don't even have access to see the refund status. All they can do is to "escalate the case"... The person on Wednesday told me I should get an email within 24 hours after the escalation, but nothing. So I use the online chat again on Friday, and it's another escalation...I don't even know how to reach out to a person who can actually do something or even see the refund status...

The product itself is disappointing and the customer service is not smooth/useful neither. Would probably better off purchasing it from Amazon, at least the return process won't drag this long with just "escalation" but no response... Hopefully Fitbit can consider the comments and improve at least customer service experience. Even there are chat/calls 24 hours available, but if it's not real/effective help, that should not be considered as customer service. 

Moderator edit: edited title to clarity

[CrisVillaFitbit]

Hello, @lisaj1 and welcome to the community.

Thanks for explaining your experience contacting support and also the situation with the battery of your Versa 4.

I was able to confirm you contacted support and they were able to help you with this situation as you mentioned. I appreciate the feedback you have given me, everyday our team tries to give the best service in a timely manner.

If you have any other question or concern, you can contact support once again.

[lisaj1]

I won't consider the support team helped for the refund process... The return has been received one week ago on 1/15, and I have not received any update/refund since. I contacted the support team, all they said was it can take up to 10 business days, just wait. The online chat team doesn't have access to see whether refund is issued, and they cannot issue refund, so at this point Fitbit has my return but I don't have my refund...Sarcastically, in the return authorization email, Fitbit states "We are bummed to see you sending something back, but are ready to help you make it happen in way that's FAST AND EASY." Neither is true. 

[lisaj1]

I also don't appreciate the fact you rewrote the title of my post, and took out "disappointing"...

[Steels07]

Hopefully you will your refund soon.