Versa 4 - replacement missing bands/charging cable

[Pankajjayaswal]

Hi,

my Fitbit versa 4 battery kept dying so I contacted customer care for device replacement. 
Got an email stating I need to return the device with its charger and all belts that came in original package.

Sent them all through fedex (I got the label in the email from Fitbit)

Almost after a months and multiple customer care calls, they could not send me a replacement device. 
Today, I finally received a device (refurbished) with no belt or charger.

Fitbit has terrible customer care executives who are not good with communication or problem solving skills. They only ask me to wait and they will do the needful but actually until you call them several times, they do not proceed.

How can I escalate the issue I higher Fitbit management ?

Moderator edit:  updated subject for clarity

[JuanFitbit]

@Pankajjayaswal , A warm welcome to the Community! Thank you for your message and feedback. 
Support informed me that they will verify your case and you'll be receiving an email soon. 

[Pankajjayaswal]

Thanks Juan.

my question is how would you make your customer care more efficient?

[JuanFitbit]

@Pankajjayaswal Thank you for your reply. Our team is constantly working on improving our services. All your feedback is welcome. And all your comments are taken into consideration. 

[Altoid4ever]

Same here.  Got a refurb instead of new when the original failed and no wrist bands or charger 

Contacted support and after a week got a charger

Still awaiting wrist band

[JuanFitbit]

@Altoid4ever , A warm welcome to the Community! Thank you for your comment. I've informed Support and they will be contacting you soon via email . 

My apologies for the inconvenience. 

[Pankajjayaswal]

Thanks,
This is helpful.


Sent from my iPhone

[Altoid4ever]

The contact staff is friendly and helpful.  But once the request is in, it seems to fall apart.  Missing replacements and the process takes way too long.  It has been a month since I sent back the faulty Versa 4

[Pankajjayaswal]

So I am not the only one who is victim of poor turnaround time from Fitbit. You will get tons of options available when you go to purchase but the moment you ask for replacement, Fitbit bands goes out of stock. 
Such a pity. 
I guess they should not ask to return band and charger. This is one way we can get relatively better service 

[Altoid4ever]

In my opinion, it’s not the front line support stuff causing the problem. They have been extremely professional, cordial and helpful.
But as my problem dragged on without resolution I asked them to refer the matter to upper management. I was told that they are unable to do that.

[Pankajjayaswal]

Same with me. Appears Fitbit is no longer customer centric

[Pankajjayaswal]

Hi,

I received new Fitbit charger and band today. But now the replaced Fitbit device does not start. Infact after receiving the device, I tried to switch it on the device never started. I thought may be the refurbished device I was sent is completely discharged and charging it would take care of it. But after putting the device on charge for an hour and even changing the switch did not work. I borrowed another charger from a friend to see if the problem is with charger but that too did not help switching my device on.

note :- I have done all basic troubleshooting steps and I can conclude that the refurbished device sent to me as a replacement device is also faulty.

[Altoid4ever]

Looks like you start over again.   Please post here what happens with that.

The refurb they sent me appears to be working.  The support person had me start it up while they were on line so we could see what happened.  Since I get the charging cable, I’ve fully charged it and it seems functional as far as I’ve tested it.

The electronic part is sharp looking and the display looks pretty good.  But we’ll see once I can wear it regularly and test the various functions more fully.

Now all I need are the wrist bands.