Scott S.

Your checkout screen was dreadful. I used PayPal and after I logged into paypal and was directed back to your website... the transaction didn't go through. After scouring the screen for over 5 minutes, I saw that your website was looking for a shipping option... but there was nothing that stuck out that indicated that was the reason the transaction didn't go through. You need to highlight that there was missing information.

I ordered a Fitbit "Zip" last week. It arrived in the mail a few days later. So far, so good. I put it together, locked the battery in its compartment... and DOA. No power. I took the battery out, checked the electrical contacts to make sure the metal tabs were touching the battery... which they were. I put the cover back on... and... NO POWER. I called their customer service to ship me a new one. The customer service rep could barely speak English. I had to keep asking her to say one word at a time because she spoke broken English and I didn't know what she was saying. Since I didn't have the product registered (you need to be able to power up the product and sync it with the Fitbit website to register the product) they said that they can do nothing for me. I told them my name and gave them the tracking number. Ok, now they could do something, but only if I sent the defective unit backand it would take a few weeks for them to ship me a new one. Really? These things probably cost 50-cents to make in China and they are worried about sending me a new one without having the defective one in their possession? Wouldn't it be easier to send me a new one with a return-shipping label in the box to return the defective unit? They know this isn't fraud because they were able to look up my order and they also have my credit card number. These people make a bad product, you can't understand their customer service people because they sub-contract their customer service department to Mexico, and it's like pulling eye-teeth to get a replacement for a defective unit that never worked, literally, out of the package.