Fitbit: Very Disappointing
A Fitbit customer review by GetHuman user GetHuman-mlender from November 29th, 2017
Background on GetHuman-mlender's case
GetHuman: GetHuman-mlender - can you tell our other Fitbit customers when your case took place?
GetHuman-mlender: Yeah. It was morning, on November 25th.
GetHuman: Did you reach out to Fitbit, and if so, how?
GetHuman: And which of these common Fitbit customer issues best describes the reason you wanted to talk to them?
(Shows GetHuman-mlender a list of common Fitbit problems)
GetHuman-mlender: "Repairs" was why I was trying to call.
GetHuman-mlender's review of Fitbit customer service
GetHuman: So how would you sum up your experience for GetHuman's Fitbit customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
GetHuman-mlender: Very Disappointing
GetHuman: Can you tell the rest of us a bit more from what happened on 11/25/17?
GetHuman-mlender: Was given a Fitbit HR Large as a gift. After wearing for a period of time, I found it was too small. I contacted customer service and was given a return authorization in February. Item was sent back and I was sent confirmation that the new one shipped on *******. I heard nothing until ****** when I was sent an email claiming that because it wouldn't ship until June, ****, I was to receive an additional **% off. OK, that works, but they charged us on **** and it was paid on a new credit card number after they contacted me on ******* to claim they had trouble with an older card number. Situation taken care of. Still no product so I followed up on ****** and was told that they had no updated info. Tried again on **** with no response. Finally after seeing more ad's online for the model I ordered, I called customer service and spent ** minutes on the line with a representative who told me they had trouble with the previous card number. I wasn't aware that my wife had paid the previous charge so I gave her a new cc number. She offered free overnight shipping and an additional **% off. Great I thought until my wife asked about the previous paid charge. I called back and spoke with William who had to forward on to his superiors with only a **-** hour window to return my call and issue credit. This is unacceptable due to the mistake by the previous rep to again charge my credit card and a supervisor should be present to handle a situation like this if the CS reps aren't empowered to take care of a situation. The rating given is due to the length of time to receive the product and billing mistakes. The representatives have been cordial and pleasant, if taking too long to resolve a customers issues.
GetHuman: Let's quantify your experience contacting Fitbit. On a scale of 1 to 5, how easy is it go get help on a Fitbit problem?
GetHuman-mlender: I'd give them a five out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
GetHuman-mlender: I'd give them a three out of five on communication.
GetHuman: And what about Fitbit's ability to quickly and effectively address your problem?
GetHuman-mlender: For that I would say five out of five.
GetHuman: And finally- any advice for other Fitbit customers?
GetHuman-mlender: Call them early in the day or late. Don't forget any personal or account information you might need for Fitbit to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from GetHuman-mlender taken from his Fitbit customer service problem that occurred on November 25th, 2017.