Rosemary G.

I love my Fitbit; the "customer service" not so much. I've had a Fitbit for over four years with few to no problems, and I really appreciate the health benefits and awareness it has given me. All was going quite well until Fitbit froze my account, presumably because it had been hacked. I'm not clear on that. I wrote them asking for a password change, head nothing back, wrote again, heard nothing, wrote again, and again. Finally, this AM, I had an online Chat. Mikko helped me, and he seemed very nice. He explained that, although it takes 24 hours for a standard response from Fitbit, he would "bump" my issue to the front of the line. I expected to hear back immediately. I waited several hours and then called Customer Service. This call started out ok. A guy named Manuel read my chat with Mikko, came back and stated, in what felt quite accusatory tone, that I had not waited the 24 to 48 hours response time. He pretty much implied that I should know better. As a long-time Fitbit subscriber/evangelist, I'm appalled and saddened that they would treat a customer in such a cheesy fashion. I'm re-thinkiing my relationship with Fitbit. Although I hear the Apple watch is marvelous, I will miss my Fitbit buds and all the friendly competition.