FitBit

I had the BEST experience with the Fitbit support staff. For all the Fitbit users or potential Fitbit purchasers, the customer service I just received was over the moon incredible. Highly recommended to reach out to them if something happens.

After 10 months of owning my Fitbit Charge HR, it decided one day that it wouldn't sync. I let the Fitbit run out of battery and turned it back on where I was surprised to see a progress bar on the screen. At 50% it stopped and then never budged. Even after multiple restart attempts, it would just sit on the progress bar. No tracking and no syncing. I contacted the support staff to ask for help, thinking that since I've had my device for close to a year, I would be SOL. However, they were great and quick to action! They walked me through some troubleshooting with my device, and were able to make some attempts from their side as well. When it became apparent that my device was not going to play well with others, they let me know they would be sending me a replacement device. I was notified of the new one's shipping, and it arrived quickly. I have never been so happy with a customer service team, as I have with Fitbit's great group of people.

Now that's how you handle problems! So so so so pleased. Wahooooo Fitbit!

I purchased a Fitbit Versa 2 in August 2020. It is already broken and not work in May 2021. I called and was told that the fitbit in question is not the one I am wearing! How can that be I only have one fitbit and wear only one (I have had to replace 2 of them in the past years) but my newest one is the one I wear and is associated with my email. They argued that I must have another email because it is not showing a new fitbit at that address. The fitbit representative (Shantell) was argumentative and not helpful AT ALL. I then requested her supervisor (Delano) argued and was insisting that I never activated my last fitbit so how could it be broken. Why would I buy a brand new Versa 2 in August 2020 and never activate it. I told them their paperwork was not updated and they insisted I was wrong. Call ended 1 hour 33 minutes later with them saying nope we are not going to help you until you find your new fitbit that you never activated. I think I am done with Fitbit and their lousy service and lousy quality and LOUSY customer service where I was basically being accused of lying and trying to con them into another fitbit

I ordered directly from the Fitbit website from the Australian store. After a quick search on Twitter I found that the problems I was having was common.

1) My item was NOT shipped on the same day. It was ordered well before the 11AM AEST. It was shipped 24 hours AFTER I initiated an email asking what was happening. No reply to the email either.

2) No reply on Facebook via their messaging set up. Also no surprises to why they switched their "Visitor Posts" off as the replies to their content are largely from people dissatisfied with their Fitbits or chasing up orders.

3) They only responded on Twitter after I shamed them into doing so. This was 8 hours after sending them a private message as they requested. During these 8 hours, the account was active replying to a whole host of people.

4) They also switched their method of shipping my item. The first contact from them indicated Startrack Parcel Services was being used and then when the item was actually sent it was via Australia Post e-Parcel Service. The latter has less tracking updates and takes longer. I had also opted for a $5 payment of the faster service but upon checkout it was removed.

The online shop is great at taking money from your account but woeful at meeting their contractual promises.

All though ive been a customer for a few years, i decided to purchase a fitbit for my partners birthday and for my elderly mother. I paid for the speedy delivery so it would arrive on my Partners birthday... and it didnt. I spoke to Fitbit and they intially blamed the Courier. The courier proved it had been despatched from a Warehouse prior to shipping with the wrong address. I asked Fitbit for an explanation, they didnt provide one, avoiding my questions at all time. I ask for compensation for the additional delivery charges, they did not even address the issue. There was no mention or apology for it not arriving on my Partners birthday, nothing. My order was through the Fitbit site where i actually recorded a written birthday message to my partner, through their site. By far, the limited communication with some big customers services departments, FITBIT has to be the worse on so many levels. If you can find an alternative provider of this type of fitness accessory, use them. Because at any point you either need their customer services to take responsibility, in my expereience, they will do everything not to address your concerns and avoid any resposbility. They didnt even show any remorse or offer a genuine apology.

Didn't work in water but advertised to when I contacted customer service they said I should make a suggestion for that? Worthless

Had 2 in last 3 yrs both failed shortly after warranty period, junk. My first one ate batterys had to chg almost daily. # 2 went blk screen both failed within 6 mos after warranty.

The FitBit Charge 3, purchased Sunday July 26,2020, stopped notifications. The issue started on Thursday October 1,2020, after a forced software update, by the FitBit Corporation.
After the update, FitBit Charge 3 screen became so dark that I could not see the screen, in a brightly lit gym.
I had an Online Chat with a tech support. He basically had me perform the same "Hard Reset" found in the FitBit knowledge base. I told him I had already perform that step. He stated this should fix the issue. THIS DID NOT WORK! I was given a Case number
Next, I telephoned FitBit Tech Support, *******997, spent close to 34 minutes troubleshooting the FitBit Charge 3 issue. The steps failed to resolve the issue.
On Wednesday October 7,2020, at 10:22 A.M., I contacted Twitter FitBit Support Team. I failed to get a response, after I waited 30 minutes in the chat window!
I no longer wear the FitBit Charge 3. I requested a refund, after spending hours with FitBit Tech Support and revolving door emails. The last email from FitBit Email Support Team reads:
"Sincerely Joel Angelo L. And the Fitbit Team,
First off, we would like to inform you that our refund policy applies to any Fitbit devices purchased directly on our online store within the 45 days period."
If you buy a FitBit from retailers like Amazon, Wal-Mart, Micro Center, Target and the like, FitBit will NOT re-imburse you for your loss once the device is rendered un-usable from the company's forced update.

Where do I start, I ordered a fitbit sense as a birthday present for my wife, on the 17th March, it arrived today 30th March, 13 days later, late for her birthday by 1 day. Their web site claims 4 to 5 working days. I choose to buy direct from fitbit thinking that i would get better customer service. This was a big mistake, i should have used a local retailer, and spent my money locally. On Friday last i tried to get in touch to see what was going on. I tried to use their chat from my mobile, I tried 4 times each time told i was 3rd in the queue, each time told connection was lost that they were trying to reconnect, and failed, this message suggested using email, *******@fitbit which i did, i got an automatic response email, saying that they were no longer supporting email. They told me to use it. I then got to my laptop and got through. Waste of time no satisfaction, was told that it was 5 to 8 business days i would not have ordered if i knew that which i told them, response was basically tough, i asked when should i contact again told Monday. 5pm Monday no delivery, i contacted again, was asked if I contacted the courier company, i replied i paid FitBit not the courier company, again no satisfaction no offer of support no offer to contact the courier etc, basically again tough. Appallingly poor customer service. BUY LOCAL not direct.

I ordered a Fitbit at the beginning of May during the mother's day sale and even though they offered free overnight shipping, after several weeks it hadn't arrived. I contacted the live chat and was told I would be emailed back that day with more details. Almost a week later, nothing. So I contacted them again. They tried to do the "we will email you back later" thing again but I told them what happened last time so they checked further into it. Turns out, the fitbit was out of stock which no one told me and they said they would do free expedited shipping (slower than overnight shipping, so not even offering their best shipping option) to make up for it. I asked about whether I would get the original sale price and she made it sound like it was a huuuuuge deal to get it for me and she was getting me a "discount" even though she was just honouring the original price I bought the product at. I complained and pointed out that they made me wait almost a month with no explanation and made me waste my time contacting them twice, and they werent doing anything to make up for it. She said she did everything they could. What terrible service! And magically, I wasn't given the option to fill out their survey after the chat ended. So disappointed with everything about it. Makes me like their products waaaayyyyy less

I have been a Fitbit customer almost since the inception, having owned a Surge, Flex, and now two Ionics within the span of fewer than two years. The latest failure was the heart rate monitor, which failed on the replacement watch they sent me. I called into customer service, and I got "Although your tracker is outside the scope of Fitbit's warranty terms, we want to offer you the following: 25% discount on a new Fitbit" I sent the following message in Facebook, trying to be the loyal customer - "I just called Tech Support looking for help as the heart rate sensor on my Ionic failed. This is the second Ionic failure in less than two years. Before I post something negative on the site, is there anything more you can do for me beyond a 25% discount? I would love to stay with Fitbit, you are making it very difficult to do so." They in turn replied, asking me for my email address and case number, so I was hoping they would do something. NOPE. Here's the reply I got - "Thanks for the info and your feedback. We're sorry to hear your Fitbit Ionic no longer falls under our warranty. Enforcing our policies is something we take seriously. Know that we're always working to improve the Fitbit experience and we hope with these new improvements, not only will spark your interest in our newer products and features but most importantly, keep you in the Fitbit family." Huh? I spent my life in marketing and struggle to understand how flipping me the bird will "keep me in the family?" I would love to understand this response. So I responded nicely - "Okay, it's good to know that "enforcing the policy" is more important than keeping customers. I know my importance as a customer, given the low level of quality I have experienced both in product quality as well as customer service." So if you are contemplating buying a Fitbit product, buyer beware!

I was a Fitbit customer till Nov 2022, based in India. My relationship with Fitbit started in 2014 with Surge, loved the product and used for almost six years. Replaced the old Surge with a new one when it started to malfunction. Never dreamt of changing the device. Surge was perfect.

In 2020, I upgraded to Versa 2, the latest then and things continued good. The issue started when I wanted to upgrade to Fitbit Sense 2. I wanted to wipe the data in Versa 2 before giving it to my family member.

I hit the Factory reset option to clear the data, but the Versa 2 suddenly stopped responding. It refused to charge nor switch on after the Factory reset was hit. Promptly reached out to the Fitbit support team to get this repaired. After multiple email interaction, this is what I understood.

There are no service center's for Fitbit in India. They replace faulty products only within warranty period, which is 1 year from the date of purchase. If any issue arises post 1 year, there is no support for the device.

As a user, rarely one would go for factory reset once the device has been activated. It's either done if the data is not reading correct or if you are giving it to others. This normally doesn't happen with the year of purchase. There is very less opportunity to check if the device is faulty due to "Factory Reset" within the first year of purchase.

Final email from Fitbit support team

"Thank you for letting us know about your recent experience with our product and I appreciate you taking time to share your concerns.
We understand your situation. However, we have a warranty policy that we need to follow.
Once again, we do apologize if we're unable to replace it. "

My suggestion to all future buyers, please be weary of the fact that there is no service Centre in India if you encounter any problem with device. You spend more than 20K and after 1 year you might be left high and dry, should you encounter device issues. Better avoid this and go for alternates, please ensure you check if they have Service Centre's in your region before purchase.