Goodwill, Great Product, but a FedEx Smartpost?

[YouGottaMove]

Hi,

I have had my Fitbit zip for several years. Went with me everywhere, including hiking on the PCT (pacific Crest Trail). I loved it. Why the most basic model? The six-month battery life is perfect for hiking in areas without any electricity for up to fourteen days at a time; my zip will always have juice.

After years of reliable use, the tip of the clip fell off and it became a hassle to get on without damaging clothing or pinching my skin. The DEVICE was still solid, but the ancillary device (holder) had failed after a few years. Fitbit was unexpectedly WONDERFUL in replacing the holder gratis!

Unfortunately, while awaiting the replacement, I subsequently went on an adventure in Florida-starting in Orlando and down the Keys and back-my Fitbit came dislodged and I lost it. (I think the missing tip probably contributed to the insecure attachment to my clothing.) Remember, I hiked in wilderness and it worked like a charm...so I am mystified how it came off.

I went to buy a replacement when I got back locally (Walmart, zip code 13126) and there was no stock.

I went to buy on Amazon, with a deep discount and free delivery, but the delivery time was too long, so I cancelled.

Went to the Fitbit site and paid full price with a hope for a quicker delivery.

To my amazement, my order placed on 6/4/17 didn't ship until 6/6/17 and won't arrive until 6/12/17, maybe.

I called Fitbit and asked why?

Didn't get a satisfactory answer (Indiana to upstate NY does not take seven days), so I looked into it.

Well, it is not FedEx, but the USPS delivering. Well, this is even more amazing-I get mail from all over the country and NOTHING takes a full week!

So this concept of delivery, "Smartpost", is a real source of customer dissatisfaction and I wanted you to know it. I could have saved over 20% on Amazon with the same long delivery. Fitbit has created goodwill with me, so I doubt I'd run to Amazon in the future, all thing being equal, but other customers might choose a 20% saving for the same delivery date.

(Smartpost assessment: http://www.efulfillmentservice.com/2017/04/is-fedex-smartpost-too-slow/)

I am taking the time to provide feedback to Fitbit, because the product is so great and the goodwill means a lot to me.

Thank you for a great motivational health tool.

Hope you will consider my comments to enhance customer satisfaction.

Sent an email to Fitbit and got a response to post via a link *here*

PS: Can you customize the dictionary for this comment box such that "Fitbit" is in the dictionary; it appears as a red underlined mistake?

P.

[WendyB]

I guess I dont get it. It shipped be  Happy

[Rich_Laue]

As for the dictionary entry, this is handled by your browser. There usually is a way to add a word from the local list.

[YouGottaMove · Accepted solution]

Fitbit is fixed, thanks!

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@Rich_Laue wrote:

As for the dictionary entry, this is handled by your browser. There usually is a way to add a word from the local list.

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[YouGottaMove]

I was willing to show my loyalty to the company for its goodwill toward me; however, if I was just going to evaluate cost and shipping time, well, Amazon could delivery a Fitbit product faster for the same price than the manufacturer-Fitbit-could.

I wanted to give the company the feedback.

[LucyAP]

Awesome help @WendyB and @Rich_Laue! Nice to see you here @YouGottaMove! At the moment the expected delivery time is set while you do your order.

I'd like to thank you for this feedback. Here at Fitbit we truly appreciate all this and it help us to keep improving our products and services. 

Catch you later! 😉 

[Donsmith1964]

I agree completely.  I have been waiting for a replacement charge 2 for over a week.  It never should have taken this long.  FedEx smart post tarnished what would have been a good Fitbit customer service experience.