FITBIT was founded by current-CEO James Park and Current-CTO Eric Friedman in 2007 with the aim to create a wearable product that would change the way we move.
The company designs, produces, and markets devices that track fitness performance. Popular models track the number of steps taken per day with a device worn on the wrist that resembles a watch or bracelet. Data measured include also the quality of sleep, steps climbed, and other personal metrics. 
FITBIT has offices in San Francisco, Boston, Dublin, Hong Kong, Shanghai, Seoul, Minsk, New Delhi, and Tokyo.
The company filed for an IPO in May 2015 for $100 million and can be found on the NYSE under the ticker symbol: FIT
In January 2017, Fitbit acquired Romania-based smartwatch startup Vector Watch SRL for $15 million.
In April 2017, a female customer claimed her Fitbit Flex 2 malfunctioned and caught on fire, causing second-degree burns on her arm. Following an investigation, FitBit states that the cause of the exploding tracker was due to external forces, and assured its customers that their products are safe to wear. 
In 2018, a Fitbit device was used to help solve a murder.
The company released its Fitbit Ionic smartwatch in October 2017 for $300.
Google acquired Fitbit in January 2021.
FITBIT is #53 in the 2015 Inc. 5000 list of Fastest-Growing Private Companies in America with a three-year growth rate of 5,075%. The company has 1,694 global employees and had $1.42 billion in revenue in 2019.
FITBIT was founded by current-CEO James Park and Current-CTO Eric Friedman in 2007 with the aim to create a wearable product that would change the way we move.
The company designs, produces, and markets devices that track fitness performance. Popular models track the number of steps taken per day with a device worn on the wrist that resembles a watch or bracelet. Data measured include also the quality of sleep, steps climbed, and other personal metrics.
History
FITBIT has offices in San Francisco, Boston, Dublin, Hong Kong, Shanghai, Seoul, Minsk, New Delhi, and Tokyo.
The company filed for an IPO in May 2015 for $100 million and can be found on the NYSE under the ticker symbol: FIT
In January 2017, Fitbit acquired Romania-based smartwatch startup Vector Watch SRL for $15 million.
In April 2017, a female customer claimed her Fitbit Flex 2 malfunctioned and caught on fire, causing second-degree burns on her arm. Following an investigation, FitBit states that the cause of the exploding tracker was due to external forces, and assured its customers that their products are safe to wear.
In 2018, a Fitbit device was used to help solve a murder.
The company released its Fitbit Ionic smartwatch in October 2017 for $300.
Google acquired Fitbit in January 2021.
FITBIT is #53 in the 2015 Inc. 5000 list of Fastest-Growing Private Companies in America with a three-year growth rate of 5,075%. The company has 1,694 global employees and had $1.42 billion in revenue in 2019.
I preordered the charge 5 and I’ve had it since September 2021. 4 or 5 months later it stopped working. Customer service sent me another one because the warranty covered it. One year later and that one won’t hold a charge and Fitbit customer service said my Fitbit was defective. Also, it’s not covered under warranty anymore but, they offered me 35% a new one. If you’re thinking about getting a Fitbit, don’t. My old Fitbit worked better than the new one. It was a waste of money.
Same exact story for me. I got a replacement in September and it won’t hold a charge or update but was told the warranty didn’t apply
Same story for me, except they offfered 50%. Why do I want to throw good money after bad. Sounds like planned obsolescence. Class action lawsuit anyone?
The face of the Fitbit devices’ glue came off and now the watch is not working. For over a month now, I have called, emailed, and pleaded with them to replace the item, and they have wrongfully prevented me from getting another face claiming that they will get back to me. I am under warranty and they even tried to lie that I wasn’t. I even wrote the CEO on Facebook, and he never even gave me a courtesy response.
As a Christmas gift my son bought me the fitbit versa 3. I only had it for 3 months when it stopped working and on March 24th i sent it back in as requested. Since, then i have received the run around from your customer service and have received bogus tracking numbers. Today i went ahead and filed a complaint with the Better Business Bureau as your company is taking advantage of individuals in a pandemic. My son doesn’t make a lot of money and it took him a while to save up for a product that stopped working and your company refuses to send a replacement. It is good to know you love taking advantage of people.
Your technical support staff, four of them at this juncture, have been unable to solve my problem/questions with Fitbit Inspire 2. This last call was 45 minutes in duration. I’d like to speak to someone competent who has indepth product knowledge. Also, your phone number is apparently out of order (415) 513-1000.
Thanks for letting us know the site was out of date. We have updated the listing
Well, then what is the new number? I just need the address of your legal team. I’m done trying to get anywhere with you Bozos.
call the number in our listing
Good Luck..they love to rip people off
They sure do! They wont refund my recall watch. You know, the one that has potential to burn your skin up due to poor quality of battery. I hope its not an acid burn from the battery juice.
I received a versa 2 for my birthday 06/23/20. Starting in September my watch face would go white. Turning it off and on would usually fix the problem. However today it went white and stayed white. When I came Customer Support I was told since its only 4months old I would need to send it in to investigate my claim. I was told making it would take 5 to 10 days. Then 5 to 10 day investigation Then another 5 to 10 days to tell me the next steps. I was told I must mail in the watch charger and original box it came in. Forgive me I don’t keep empty boxes laying around. When I asked to speak with a manager the supervisor proceeded to tell me in this corporations management and above don’t have the time to speak with customers. The last time I checked Fitbit is a customer driven corporation. When I asked for management I could call the director or CEO I was advised there is no one else I could talk to and what they said goes. Further more the complaints I have found on the Versa clearly shows that fitbit is selling faulty items and gladly takes the consumers money no wait no questions asked but when we have a valid complaint you get the run around they look for any reason to deny the warranty. This item is only 4months old… this company has gone down hill. I plan to tell my story to our corporate office who promotes fitbit I plan to go to social media. I have gone to the better business Bureau and placed my concerns with the local news with screen shots of versa complaints that equal 547 with dates of the last 6 months. This company is definitely taking Advantage of the average consumer and just don’t care!!!
Here is a classic “chat” I had with the always-entertaining Fitbit Customer Service:
Hanah: Hi Leslie, My name is Hanah. How can I help you?Me: May I please have the fax # for Fitbit’s CEO?Hanah: I’d be glad to assist you with your inquiry.Me: May I please have the fax # for Fitbit’s CEO?Hanah: To get started, may I know why you’d like to know the fax number of the Fitbit’s CEOMe: Because I have a letter I would like to fax to him.Me: I already have his name and address, I just need the fax #.Hanah: I’d like to share with you that even us agents didn’t know the fax number of the CEO.Hanah: May I ask what is the letter all about?Me: Surely someone does–or you are withholding it.Me: The letter is about the same topic I have been calling, chatting, and emailing Fitbit about for 3 weeks. I am DONE with customer support. May I please have the fax # for the CEO, which, at this point, you are withholding. I will be happy to include that in my media and social network posts.Hanah: I will check on that in our system, Leslie.Hanah: Please allow me few more minutes to do it.Me: Keep in mind I will be attaching at transcript of our chat to all available media outlets. It would reflect badly on Fitbit if I am refused contact information.Hanah: I understand, Leslie. Please bear with me while I’m checking this in our system.Hanah: Thank you for patiently waiting on the line, Leslie.Hanah: I am further checking this on the details about your case, Leslie.Hanah: And I do appreciate your patience.Hanah: I am reviewing your previous cases.Me: I do not need you to review my previous case–I AM THROUGH at the customer service level. Please provide me with the fax # of Mr. Park’s office. Hanah: As I am seeing that your instructed to contact Pluscare, may I know what is their advise?Me: I AM DONE WITH YOUR CUSTOMER SERVICE–I JUST WANT THE FAX # FOR MR. PARK–STOP WASTING MY TIME!Hanah: Please understand that we are unable to provide the fax number of the CEO as such information is confidential even to us, Leslie. I can see here that you have already tried contacting Plushcare regarding your issue. May I know what happened when you contacted them?Me: No, you may not. I will be sure to include this transcript along with all my other back-up. Fitbit is a big FAIL in the fitness tracker industry, and my next Fitbit will be an Apple Watch. Your company is a waste of my time and money.
I bought a versa Fitbit it stop charging took it back to Macy’s I was instructed to call fitbit well before I could call them the nation wide pandemic Corona virus covid-19 breaks out so I call Fitbit there were no answer I tried again it said due to coronavirus offices are closed what’s the pandemic start uplifting I call I was told two times they was going to help me finally they said your warranty is up and there’s nothing we can do then the guy tells me what I asked for corporate number we don’t know the corporate number we can’t give the information it wasn’t sent down to us about your case.I then stated I bought the extra warranty do you have that number he then stated I can give you the name and I will email you their email information but there’s nothing I can do to help you I paid two hundred and some dollars and it did not last a year I will advise anyone but read this do not buy a versa Fitbit it is a rip-off it stop charging the band broke me and now we can’t help you ain’t that a booger.
I will be calling the better business bureau asap.
I agree I bought a Fitbit 2 yrs ago battery went out they said I had a faulty battery and can not do anything
Good afternoon
I currently have a Fitbit Charge 3 that was purchased 2 years ago at Kohls in November of 2018.
Fitbit Charge3 is supposed to be water resistant but when I was caught in the rain in May of 2019 my Fitbit completely shut down and would no longer charge or turn on.
In June it was replaced by Fitbit.
It is now 1 year later June 2020 and the screen has got to the point that I can no longer see the numbers on it. Greyish white with white and black lines through it.
I could not find a phone number on the website so I tried the Chat. My conversation with Isabel was obvious that their chat individuals get paid by how many chats they are having as there were long pauses in her responses and she admitted she was busy on another chat.
After having me reboot my Fitbit she told me it was not a problem she could resolve and offered me 25% off a replacement.
To me , having paid almost $200 for a tracker that must be replaced every year is not only expensive but inconvenient. I have been a Fitbit customer for many many years and have seen a steady decline in product quality and customer service. My fitbit was in no way abused and although it is supposed to be water resistant I NEVER wear it for water sports, doing household chores such as dishes or in the bath/shower. It appears Fitbit believes their customer base doesn’t have other options in the market and therefor have decided to abandon what was once a world class customer service policy.
Don’t get me wrong – I very much enjoyed my Fitbit but unfortunately it will be my last Fitbit product. My sister in law has a Samsung that she has enjoyed for years that remains a good quality product with decent customer service.
Its unfortunate the way that the Fitbit company is falling – they really did have a great formula of quality product and customer service.
Thank you
I too am very discourage that a company that I thought was reputable does not put forth an effort to assist their customer. Since February I have been trying to get syncing issues resolved with no luck. There is no consistency what so ever and I am now being sent “canned emails” thanking my for my patience as they work to resolve the problem. Since emails are now being ignored I found an 800 number and called and was once again told to see what happens this month. How many months of non consistent syncing issue do I have to have before something is done. It is crazy that a company this large should have the number of complaints I have found since trying to research answers. I sure wish I would have researched harder before wasting my hard earned money!
I’m also having problems with getting responses from fitbit regarding inconsistencies in the algorithm/interface/app. Exercise is not recording correctly. I had 151 minutes of activity, 67 consecutive minutes and no exercise recorded. I get half-assed responses from customer service telling me to uninstall and reinstall my app, update my app, turn on auto recognize exercise, reboot my phone, it. Duh. Seriously, do they really not train their reps. I’m told they don’t see any activity on the date I am questioning. Then when I send them screenshots from the app showing activity and proving them wrong and informing them that I am an application developer, they suddenly stopped responding to my emails. Now for the last 2 days when recording a walk on my phone, the fitbit suddenly starts recording a run. I’m not running, I am walking 19 minute miles. So now there’s another problem with the algorithm registering exercise that is not occurring but still no response. I have repeatedly asked to escalate the issue to someone in tech who would understand the problem. Apparently there is no one that understands the problem. This is ridiculous. What do I have to do to get an intelligent response from someone at fitbit who can comprehend the problem?
A six month old watch purchased from an amazon seller and customer service refuses to replace the watch. Tried to tell me that they don’t cover watches that are sold by stores who are not registered. Ha. Well, amazon is and they still refused to honor the warranty even though it’s supposed to be 1 year BUT they will sell to companies that are not registered with them…..
It registers me doing 70-125 floors a day, the steps are way off as well as the sleep mode and the alarm is intermittent at best. Truly a piece of junk.
Stay far away from these watches. They are total junk and the company has THE worst customer service ever especially Kinshasa Gordon. Likely based in Taiwan.
The best exercise you will get is to run fast AWAY from this company.
I am going to post the chat I had with one of your customer service reps. Fitbit should have refunded the Fitbit Ionic watch that they know has a defective issue. This is ridiculous as a consumer to have to argue over a product that you purchased for the purpose of the text messages that has not work for over a month. Please see below the exhausting chat to try and resolve the issue. Your customer service rep lied saying I could “trust” them.
Angelo:Hi Marybeth, My name is Angelo. How can I help you?
Me:Please provide the address on how I return a defective Fit Bit Ionic product that your company is aware there is a known issue. It has been over a month that the text are not coming through and do not want to go through anymore “trouble shooting”.
Angelo:First off, I’d like to apologize for the experience you have with your Ionic regarding your notification issue. I also appreciate the information you’ve provided.
Angelo:For us to get started, may you provide your Fitbit account email address?
Me:zackfox11@gmail.com
Angelo:Thank you for providing your email address.
Angelo:Allow me a minute or two while I pull up your account. I’ll be right back.
Me:your welcome
Me:thank you
Angelo:You’re welcome one moment please.
Angelo:Upon checking, I’ve confirmed that there is a Ionic linked to the email address that you used to contact us with it’s last sync on November 18th at 6:34 PM CST using your iOS device.
Me:Yes, I know when the last time I contacted you.
Angelo:With regards to your request about the returns, if you purchased your device from the Fitbit store, I’d like to share that Fitbit allows returns 45 days from the date of purchase.
Angelo:Also, since the issue is more on the software side of the Fitbit app and the iOS, know that a replacement does not guarantee the issue will be fixed.
Angelo:That’s why we suggest to keep your app and device updated as fix is normally sent through updates.
Me:I’m sure that’s your 45 day policy under normal circumstances. The product purchased is defected by your own standards. This would not fall under the same guide lines. Example when customers were getting irritated rashes in 2014. Please provide me with the return address for a refund.
Me:I don’t want a replacement. I want my money back for a defective product.
Angelo:I appreciate you for sharing your thoughts on this matter and I understand your concern.
Me:I don’t care if it’s software. As a consumer I expect my product to work as advertised.
Angelo:If in case you’ve purchased your device from an authorized retailer, I suggest to get in touch with them regarding their returns and warranty policy.
Angelo:Can you confirm where you’ve purchased your Ionic?
Me:I want to return it to the manufacture who is aware of their defect product.
Angelo:I appreciate your request and as a customer myself I understand where you are coming from.
Angelo:As much as I wanted to accommodate you in a way you might find suitable it’s also important that we follow our policy.
Angelo:If you’d like to know more about Fitbit returns and warranty policy, you may visit: fitbit.com/legal/returns-and-warranty .
Me:Please provide me with James Park direct phone number.
Angelo:I understand.
Me:Is your policy to see a product that has a known defect and say you can’t do anything for them but push me off to read you warranty policy? Again this is not a normal return. The watch was purchased for the intent of having the text message available to me at all times. This is your known defect. If I order a steak and it’s raw, do you expect me to eat it because you served it to me?
Angelo:To set proper expectation, the phone number I can provide is for the phone support advisor on your current country or region.
Me:I do not want to be rerouted to your customer service who will not help me. I would like the number to James Park your CEO.
Angelo:Marybeth, I’m trying to guide you on the right direction in finding the best resolution on this matter.
Me:If you do not help me, I plan on saving this chat, and bringing this to the attention of every major network and let them know this is the way your treat a customer that purchased a $300.00 watch and accepts no responsibility for its defect.
Angelo:As what I’ve said earlier, the best way is to get in touch where you have purchased your device and discussed with them their return and warranty policy.
Angelo:Your understanding on this matter is well appreciated.
Angelo:In the meantime, can I help you with anything else?
Me:I plan on going on every major social media, twitter, Facebook, along with contacting CNN, CBS, ABC, NBC and have your product brought to the attention nation wide. I expect a return envelope to be sent to me at XXXXXXXXXXXXX.
Me:I understand it perfectly. You do not value your customers and pawn the consumer off when there is a known defect on your product.
Me:Yes, I want a refund on the defective product that FitBit is aware of!
Angelo:Thank you for sharing those details with me.
Me:When can I expect my return envelope for my refund?
Angelo:I definitely understand where you are coming from and I respect your decision regarding this matter.
Me:I’m sure Mark Silverio the SVP of America’s sales will be very disappointed when he finds out this is how your treat customers!
Angelo:The suggestion to get in touch with the partner retailer where you’ve purchased your device is still recommended.
Angelo:Your understanding on this matter is well appreciated.
Angelo:Would there be anything else I can help you with?
Me:You have no idea how this will affect your stock, needless to say your reputation
Me:Yes, I want you to send me a return envelope for my refund.
Me:The retail store didn’t create the defect on your product. Your company did!!!!
Angelo:Marybeth, know that I must also follow our policy.
Me:And what policy is that when it comes to a defective issue? Please provide your response so the media understand exactly where your company stands when it comes to a known defect.
Angelo:To set proper expectation, our team is aware of the issue and it’s not a defect since we received similar reports for iOS users.
Angelo:It’s more like a system issue after the update on iOS 13 or higher.
Me:THE TEXT HASN’T WORKED IN OVER A MONTH! THAT’S WHY I PURCHASED IT FOR. IT WAS YOUR OWN COMPANYS WORDS THAT ITS A KNOWN DEFECT.
Angelo:Though we don’t have specific time frame when it will be fixed, the recommendations is to keep your app and device updated.
Me:I want my refund as a consumer that has purchased a defective product!
Me:I don’t care what you call it. IOS or system issue. It doesn’t work!!!!
Me:Who has authority to get me the refund that any other company would be apologizing about and earning their trust for future products? Do you not care about your consumer?
Me:Please all this will be sent to every major network.
Angelo:Thank you for sharing those details with me.
Me:Explain to me how Fit bits going to make this right?
Angelo:Like what has been discussed earlier, I suggest to get in touch where you’ve purchased your device and discuss with them your available options.
Me:A company relies on loyal customers who trust the business for their product. You are telling me you could care less about my loyalty.
Me:I want a refund from Fitbit. This is your product, your defect.
Me:When will I receive my return envelope to send back my defective product?
Angelo:I’ll take a minute or two to confirm some information regarding this situation with your device.
Angelo:Please hold, I’ll be right back.
Me:I hold………….
Angelo:Thank you. One moment please.
Me:I’ll continue to hold………
Angelo:I’m still on it, please hold.
Me:I’m still holding…….
Angelo:Thank you for waiting.
Angelo:Upon checking my resources, I’ve gathered that it’s best to get in touch where you’ve purchased your device as this is on-going issue and our team is working hard to find a fix the soonest possible time.
Angelo:You should try and discuss your refund request at the point of sale.
Me:It’s been over a month of calls, trouble shooting and been advised by your own team that it’s a defect? You have gathered no information for me other than repeating what you have originally said. I want to make sure that you understand that the first two people I’m sending this chat to are James Park (your CEO) and Mark Silverio (SVP- American Sales). After I email them, I am going to copy our chat to every major network and let the nation know that FIBIT who is suppose to care about health could care less about their customers.
Angelo:Know that I have check with my resources if you’re eligible for a refund and they’re answer was no as it’s an on-going issue. If in case you wanted a refund, the same suggestion has been provided to me.
Angelo:Would there be anything else I can help you with?
Me:Eligible? You mean having a defective product doesn’t make you eligible for a refund? You have to be kidding me. What makes me eligible under your standards?
Angelo:Like what I’ve been said earlier, we received similar reports with iOS users while other mobile OS such as Android and Windows didn’t have similar issues.
Angelo:This is an on-going issue and needs to be fixed the soonest possible.
Angelo:Thus a refund request is not an option. In addition, you’ve purchased the device from a partner retailer.
Angelo:Your understanding on this matter is well appreciated.
Me:I don’t care about that Android and Windows don’t have similar issues. I care about what doesn’t work with a product you created that has a defective issue.
Me:My understanding in this matter is not being appreciated because you don’t care about your customers. I want to know who Fitbit is going to refund me for my $300.00 watch?
Me:Why is it that a refund request is not an option on a defective device?
Angelo:I appreciate you for sharing your thoughts on this matter Marybeth.
Me:Is not a thought. It’s a fact!!!!
Angelo:As much as I wanted to accommodate you in a way you might find suitable, it’s also important that we reinforce our policy.
Me:Your policy for allowing a consumer to purchase a product 3 months ago that now has a known defect that you say doesn’t fall under your refund policy? Explain how you are reinforcing your policy on a defective product?
Me:I want to make sure future consumers understand how little Fitbit care about their customer…..
Angelo:Thanks for letting me know.
Me:I spent $300 on a product specifically to utilize the text while in a coaching position. It’s NOT WORKING!!!! I want my refund!!!
Me:Are you even reading what I’m writing?
Me:I want my refund. I want Fitbit to acknowledge that when a consumer purchases a product, it should all work based off of their advertisement of how the product works. It’s not working!!!! I want my refund!!!!
Angelo:Yes Marybeth.
Me:Then give me my refund!
Angelo:I’ve been reading your messages carefully.
Me:Thanks for letting you know that consumers understand how little Fitbit cares about their customer? Really?
Angelo:Like what I’ve said, my resources suggest to get in touch where you’ve purchased your device.
Angelo:We’re constantly striving to improve Fitbit products and services, and we very much appreciate all of the input we receive from our customers. Know that your experience has been taken into account as your case itself is collated by our system that will be reviewed by our product development team.
Me:You are the business that created a product that has a known defect. I expect as a consumer you would WANT to take care of this and resolve my issue to make me as a consumer feel you are doing the right thing.
Me:I don’t care about your product development team. I want my refund from Fitbit, the business that created a defective product!
Angelo:I apologize for the convenience regarding this matter.
Me:Why is there customer support if you don’t even help the customer?
Me:I want my refund.
Me:I need you to send me a return envelope so I can send you back this defective product and get my refund!
Angelo:I appreciate your request.
Me:I need you to acknowledge that you are sending me a return envelope so I can send you back your defective device for my refund
Angelo:Know that as per our policy, you need to discuss your returns and warranty policy where you’ve purchased your device.
Angelo:Would there be anything else I can help you with?
Me:Yes, I want Fitbit to refund my watch that has a known defect. I want your customer service to take care of this matter. That’s your job.
Me:Don’t pawn me off because your company decides to accept NO RESPONSIBILITY WHEN IT COMES TO A DEFECT!!!
Me:I EXPECT A REFUND FROM FITBITS CUSTOMER SERVICE!!!
Angelo:Thanks for letting me know.
Me:WHAT?
Me:Letting you know what? I want my refund
Angelo:As what I’ve said earlier, my resources suggest that if you want a refund, you should discuss it where you’ve purchased your device.
Me:There not the ones that put out a defective product. Fitbit did. I expect Fitbit to refund me.
Me:You need to send me a return envelope so I can send back this defective product.
Angelo:I hear where you are coming from and please note that this is not the experience we want you to have.
Me:Oh My goodness. Now you care about my experience. Then refund the defective product.
Angelo:With this being said, i’d like to go ahead and seek alternatives by reaching our next level of support.
Angelo:Would that be fine for you?
Me:I want to speak with someone from Corporate. I do not want to speak with someone who says they are the “last point of contact”. I want a refund from you!
Me:Don’t you pawn me off to someone else that can’t help me.
Angelo:I understand.
Angelo:Though to address your query, we’d like to share with you that we also don’t have any access to reach out to our corporate department.
Angelo:Which is why what I am trying to further check our available option through our next level of support.
Me:Everyone has to answer to corporate. Everyone has a higher management they have to answer to. I want you, Angelo to resolve this by refunding my defective product. Don’t send me over to who knows if it’s the person sitting next to you. I want my refund from my defective product!
Me:Resolve my issue that you say you care about my experience.
Angelo:I apologize. Though as much as i’d like to do so, my system won’t let me proceed with refund as your watch does not meet the necessary requirements.
Me:What are the necessary requirements? It has a known defect. I’ve been told by one of your agents I should go out and buy an Apple Watch. This is your defect! This is your responsibility to make sure as a consumer I get my refund.
Angelo:45 days upon purchase and it should be purchase directly from us.
Me:YOU HAVE A KNOWN DEFECT!!!! IF IT WORKED, I WOULDN’T HAVE TO RETURN IT!!!!
Me:Your 45 day policy goes out the window!
Angelo:I understand. But like I have mention earlier, this is a know issue when it comes to Fitbit and iOS system and not the watch itself.
Angelo:That’s also why I am recommending you to reach out the retailer where you purchase it to claim the warranty option.
Angelo:Since we don’t have an access to our retailer partner’s warranty policy. Know that different vendors have their own warranty and returns policy.
Me:What the heck do you mean, not the watch itself? The product doesn’t work. I paid for something that is inoperable. It is a product that Fitbit sold me. You can blame who you want, but the consumer shouldn’t have to be responsible for a product that doesn’t work. I want my refund.
Me:I want my refund from Fitbit.
Angelo:I apologize but I am unable to provide a refund, Marybeth.
Me:Then I want the phone number to corporate to speak with James Park or Mark Silverio. I do NOT want your customer service number that doesn’t know how to treat their customers.
Angelo:As Fitbit technical support, we don’t have such information.
Me:I’ve spent my one day off for the last hour trying to have your resolve this. My time is valuable but Fitbit could care less about my time.
Me:Then reach out to your other support area and get me a phone number to your corporate headquarters. By law you have to provide me with that information.
Angelo:I understand. Though I have provided and answer all your concern regarding your issue, Marybeth.
Me:NO you haven’t provided answer or my concerns. I want the phone number to contact the CEO or SVP of Fitbit!
Angelo:Like what I’ve mentioned earlier, I can only provide the phone support number on our help site.
Me:There is no one on your support team that will help me. I want the number to corporate.
Me:I want a refund
Angelo:I have jotted down notes regarding your request for a refund and I’m actually ready to go to endorse this case to our next level of support to seek options.
Angelo:I’ll be reaching you back via email once I get a word from them.
Angelo:I’ll be reaching you the soonest possible.
Me:I have heard this before over the past month. We have called and gone through your “trouble shooting” for over a month now. Your next level of support was the rudest agent we have ever dealt with. I expect you to resolve this matter now. We have waited over a month. We have waited long enough. I demand a refund for Fitbits defective issues.
Me:If this is not resolve tonight, this whole chat will go directly to James Park and Mark Silverio.
Me:I want you to endorse a refund now!
Angelo:I respect your decision regarding this matter should you wish to do so. Know that it’s also important that we follow our policy.
Me:I didn’t buy a 5.00 watch. I spend 300 based off of the features. Your text feature doesn’t work. I don’t care who or why. That’s not my problem as a consumer. I want my refund!!!
Me:Your policy doesn’t apply to defects!
Angelo:Would there be anything else I can help you with?
Me:Yes, I want my refund from Fitbit for my defective watch
Angelo:That request has been denied as what I have explained earlier. The suggestion was for you to go to the point of sale and discuss your available options.
Angelo:Your understanding on this matter is well appreciated.
Me:Wait….A minute ago you are escalating this matter and now it’s been denied? Your company Fitbit will now be judge by the consumers when I bring this to national attention on how you disregard and disrespect your customers time and loyalty.
Angelo:That’s correct. Your request for me to process a refund has been denied as it doesn’t meet the requirements as what has been discussed.
Angelo:Moving forward, I wanted to forward this case to our higher level of support and have this case reviewed by them and check your options.
Me:What requirements?
Me:Explain to me how a defective product that Fitbit has put out is not the companies responsibility to resolve this issue by allowing a refund to the consumer?
Angelo:The device is not defective as per our resources suggest as it’s an on going issue.
Angelo:Next, you didn’t purchase the device from the Fitbit store.
Angelo:In any case, it’s past 45 days even if you purchase the device from the Fitbit store.
Me:IT HASN’T WORK IN OVER A MONTH! HOW LONG DOES ON GOING ISSUE MEAN?
Me:Your stock is going to plummet by the time this hits national news.
Angelo:I have advised earlier that different vendors offer different warranty and refund policy.
Me:You yourself advised me that it’s a 45 day policy. Because of a defective product Fitbit is aware of and now is trying to say it’s not a defect, is just an ongoing issue and by the way, don’t bother us were to busy selling defective Fitbit products!
Me:I want my refund tonight
Angelo:I’m sorry but I’m unable to process a refund as per our policy. Kindly reach out to the retailer where you have purchased your device.
Angelo:I sincerely understand how you would like to have the refund because of your experience which is why I will be asking for assistance from our next level of support to see other options that we may be able to give you.
Angelo:I am really hoping for your understanding and patience on this as I am very much willing to assist you the best possible way that I can, Marybeth.
Me:I have given you every opportunity to provide the customer service one would expect when a product has a known defect as described by one of your own representatives describe to not only me but several other people calling in regards to this particular product. You are telling me that as a consumer you won’t resolve this matter ?
Me:I just want clarity when this goes on my Facebook, twitter account and to all the new media.
Me:I wanted to also mention Shanelle who supposedly was one of the rudest supervisor we have ever dealt with.
Me:She could care less about customer service.
Angelo:Since the situation that we are in right now has something to do with an on-going issue related to iOS devices, what I can suggest for you to do is to try using an Android device in order for us to isolate this matter if you haven’t done so.
Angelo:I am really sorry to hear that, Marybeth. I am really asking for your understanding and hoping that you’ll give me a chance to seek assistance from our next level of support.
Me:I have already tried all of that! Are you going to buy me an android device? I want my refund from Fitbit
Angelo:As much as I would love to provide you the refund you’re asking, we still need to adhere with the company’s policy.
Me:This company “loves” nothing about their consumers. You adhere to a policy that doesn’t apply to a defective known issue from Fitbit.
Angelo:Marybeth, can I put you on hold for a minute or two as I need to re-consult this case with my resources?
Me:I’ll hold…..
Angelo:Thank you. One moment please.
Me:I’m holding……
Angelo:I’m still on it, please hold.
Me:I’m still holding….
Angelo:Thank you. Kindly allow me another minute or two.
Me:I’m still holding….
Angelo:Still discussing this matter with my resources please hold.
Me:Still holding…..
Angelo:I’m almost done. Kindly bear with me for a moment.
Me:I’m still holding……
Angelo:Almost done Marybeth just finalizing our recommendations. I appreciate your patience and time with me.
Me:Still holding……
Angelo:Thank you for waiting.
Angelo:Upon checking with my resources, we have two options.
Me:yes
Angelo:One, I need to escalate this case to a supervisor and have them reviewed this case for you.
Angelo:Two, you need to reach out to Better Business Bureau and file a complaint.
Angelo:Once you’ve filed a complaint, kindly get back to us with the case number I’ve created for you 33170003 so we can review this case again.
Angelo:Know that I’m trying to guide you in finding the best resolution on this matter.
Me:If this is escalated to a supervisor when would I expect my refund from Fitbit? If I don’t get my refund from Fitbit, I’ll do more than reach out to the Better Business Bureau. I will make sure to place your customer service response on every social media, along with every major new network.
Angelo:With regards in escalating the case to a supervisor, know that I don’t know what will be they’re response.
Me:Oh I think you do Angelo……
Angelo:With Better Business Bureau, we have a specialized team who will handle your case accordingly when you’ve already emailed them or filed a complaint.
Angelo:To avoid confusion, if you’d like to proceed with BBB you need to have them emailed first or filed a complaint before getting back to us.
Me:I expect you to refund me a product that Fitbit knows is defective. I’ve wasted enough of my time and energy on a company that doesn’t care.
Me:You have one opportunity to refund me directly from Fitbit.
Angelo:We care Marybeth, the fact that were finding a way and supporting you until this time is we value you as a customer.
Angelo:It’s just that your request for refund is something my tools and policy won’t allow.
Me:You value nothing about my time or the defective product you are now calling an issue.
Angelo:That’s why were find a work around how we can better assist you.
Me:It’s a shame you didn’t come back with an answer that you are going to take care of this and refund me for the defective problem with the Fitbit Ionic. What a shame that you missed that opportunity.
Me:That was not a work around. That was a way to get me to disconnect with you. A work around would have been a refund
Me:When you talk about not having the tools or policy, you sound like a machine that only knows how to move side to side instead of responding to the customer with empathy and the respect I deserve for being your customer. I want a refund for the Fitbit product from you Angelo tonight.
Angelo:Marybeth, as a Fitbit advocate for years I want you to trust me on this one.
Me:I want you to send me an email stating that because of the known defect with the Fitbit Ionic that is now going on for over a month, you will refund your loyal customer for all the inconvenience. That should have been your answer.
Angelo:Like what I’ve said, your request is something beyond what I can do.
Angelo:That’s why we’ve offered you two options after consulting this matter with my resources.
Me:Then what does you job entail if you can’t help a customer of yours? Isn’t that what customer support is?
Angelo:No, but it’s also important that we follow our policy.
Angelo:If you want me to process a refund now, we’ll go in circle as I can’t process a refund for you.
Angelo:That’s why we need assistance on this case of a supervisor or a different team who can further assist you.
Me:Your rescoures should have authorized a refund for a customer who watch has a known defective issue. Just like when your Fitbit had customer breaking out in rashes. I’m sure your policy at the time didn’t cover that particular scenario. Sometimes it just best to do the right thing from the beginning, rather then use excuses about your tools and policy.
Me:So as a Fitbit advocate for year, you asked me to trust you on this one. If you can guarantee me that I will get my refund, then I will let the escalate to a supervisor.
Me:I can trust you on that one Angelo?
Angelo:Yes, Marybeth.
Angelo:Provided you’ll also follow the instructions our supervisor will instruct you to do so.
Me:As long as they don’t instruct me to return it to where I purchased it. I expect to return it to Fitbit for my refund. Agreed?
Angelo:Not sure if they’ll ask you to return it back to us as it’s not recommended on our resources. We’ll work in finding ways for you to have your requested refund.
Me:That’s all I needed to know is that you will refund my defective Fitbit. When can I plan on getting your response back?
Angelo:Depends on the volume of cases their currently handling it may take time. Kindly expect an email response as soon as they’ve reviewed your case.
Me:I want to know if I’m waiting a day, two days, a a week?
Me:I thought you said you were escalating my case?
Angelo:Yes I am.
Me:I want a time frame for a response please.
Angelo:Marybeth, like what I’ve said, trust me on this one. I’ve jotted down notes like what I’ve said earlier.
Me:Ok Angleo. I know you must be as exhausted as I am. I hope you understand my passion for business to do the right thing.
Angelo:I’m exhausted by I want to also make sure that we’ve an understanding that I’m trying to guide you on the right direction.
Angelo:I want to help as in the end of the day I can tell to my self that I was able to help a customer in need.
Me:At the end of the day, it’s still to resolved. Most customers service agents allow the customer to walk away feeling better about the product, not worse. I’ll expect a response by the end of the week. Please show me the email you plan on responding back to.
Me:Still not resolved
Angelo:I have created a case for you so we can stay focus on this issue. Your case number is 33170003. Kindly check your email from time to times as well be sending an email to the Fitbit email address you’ve used to contact us.
Me:Can you verify the email please.
Angelo:Do you mean the email of the supervisor?
Me:No, my email.
Angelo:The email address you’ve provided on this chat was zackfox11@ gmail.com.
Me:Verify my email you plan on responding back to. Also, I would like a call back too.
Angelo:Setting up a call back is not available using my back end tools.
Angelo:I can’t setup a call back.
Me:Ok. I look forward to Fitbit refunding me directly.
Angelo:I appreciate you time and for your cooperation regarding this matter Marybeth.
Angelo:If we’re all set, you can end this chat session by clicking on “End Chat”. Have a good one.
Me:Because you asked me to trust you is why I will end this chat.
Angelo:Thanks for trusting me on this one, Marybeth. Like what I’ve said, I wanted to help you in finding the best resolution on this matter.
Me:Your welcome.
Angelo:Thank you Marybeth for your time and patience.
I’m not sure to be more frustrated than disappointed that other people have had very similar experience to me both in relation to the very poor quality of the fitbit charge 2 and the complete lack of interest fitbit appear to have in customer service. Our fitbit charge 2 has now faailed for the 3rd time in 3 years with the screen breaking and the device no longer taking a charge or switching on.Very similar call log to Marybeth, lots of meaningless platitudes but no reslution offered other than a 25% discount. They seem to suggest that we were simoly unlucky to have 3 faulty devices in a row and that it was not theur responsibility
They are likely based in Taiwan. They do not listen. It’s like Stepford wives when replying. It’s scripted.
Run fast from that company.
Been through this crap with them as well.
Dear FitBit executives,
I have used a Charge2 with great pleasure for years. It is still going strong. Too bad this week I had to immediately apply for complete account removal and the sale of the product after reading about the Google takeover. I DON’T TRUST my health data with you any longer (shouting intended). Dumb move.
Regards,
Pieter
I purchased several Fitbits from you, I had been happy with your product when it works. The Charge2 is not a good product the charge on it only last for a few hour and without warning nothing. I called Paul from your service,and, was told it’s out of warranty and that I can get 25% towards a new one.you need to fix this
Good day guys. I just want to say thank you to Fitbit for a job well done. Especially with regards to their Heart rate option. I really think they can improve on the way steps are calculated, because I just showed my wife how to trick the step system. I’m specialized in weight loss programs, and have seen the benefits of using heart rate on Fitbit when working with my customers who suffer from cardio vascular issues and obesity. I will like to partnership with Fitbit in a near future to work on some programs that I have developed, which could help people suffering from obesity.
Well I used to like my Charge 3 until it stopped syncing weeks ago. I’ve spent countless hours on the phone with technical support, getting incorrect answers about my phone operating system. Finally they admitted that this was an ongoing issue and they were hoping to have it resolved in the next few days. I had a feeling I was getting “blown off” and it seems my instincts were correct.
I can’t believe a company can get away with this deception and lies. I will be contacting as many major retailers (including Costco) to let them know about the severity of this issue. Let’s see if we can all voice our displeasure with the Fitbit corporation and lack of care, maybe when their sales drop, they’ll read up on customer service!
My mother and I have a Fitbit Charge 2 which the screen has cracked from the inside on both. I called customer service and was informed that since the warranty has expired they can only offer 25% off something else. That is unacceptable because Fitbit should stand behind their products, knowing there is a defect with the screen. Many people have had the same problem with the Fitbit Charge 2. I would not recommend buying Fitbit!!
I had a Fitbit charge for a year liked it very much.Know I bought a charge 2 about a year and a half ago it was not cheap.The battery lasts about 5 min.Called for service and was told it is out of warranty and they will give me 25 percent off.I believe it should last more than that.I refuse to buy any more the Fitbit products because of this. Disappointed,
John Crockett
After 14 e mails 2 telephone calls I am still in the same place as I started. Every e mail is from a different customer service person very flowery but with nothing behind the nonsense. Aside from the not returning my original watch or replacement now they don’t respond to e mails. I was offered a discount to purchase another of which the service is so horrible why would I want another of defective product that the company don’t want to stand behind. The customer service manager should have been fired and a responsible caring person should be found and hired. Obviously management from the CEO doesn’t care so why should the rest of the companies employees care about customer service. I will certainly go to Garmin or Apple and let as many people as I can including TV stations know about this unfit company is scamming the public.
Do not purchase a FiBit device. I have had my for several years. From the start there were always mechanical issues tapping the screen to display data I alway had to tap it extremely hard or it would not display. A co-worker purchased a device at the same time they had no issues. I called for support and always told it was a software issue. The problem was never corrected. Very frustrating. I even stopped wearing because of the frustration. I wanted to start wearing again and called customer service in an attempt To correct the problem but no resolution. I returned the device asking for a repair, replacement or return the device to me if they were not going to correct the issue. FitBit is refusing to repair, replace and even refusing g to send the device back to me are now refusing to send the device device back to me. There solution was to send a link with price discounts. The prices in their discount t link are
More expensive than their website specials.
I will never do business with this company again.
Hi you nice Fitbit people,
For the last two weeks, my Fitbit has been giving me problems. Several times a
day it doubles my steps. It doesn’t do this on the app page site but it’s still rather
buggy to me. Last week my husband Dale started having the same problem. He thinks maybe the last update started this problem. He’s not sure. I hope you can discover the problem. Looking forward to hearing from you.
Carol Owens
I purchased a Charge 3 from Amazon in November of 2018. It is now April of 2019, well within the warranty period of my device. I have contacted Fitbit (Wherever their call center is…central america, or perhaps the Phillipines), on numerous occasions about this device. Several time it was about the device not syncing. Today, it was about inaccurate recording, specifically steps. I told the representative that not only, in one day’s time, had it over-recorded my steps by approximately 2000, but that it was recording steps when it not only was not on my wrist, but was sitting dormant on a shelf above my desk. After having listened to 2 people read their script to me, about the fact that it would be ‘investigated’, I asked for a phone number in the United States, and was told there is none (which is a lie, corporate HQ is in San Francisco). Calling that number – (415) 513-1000 – I got a voice mail to leave a message, but the box was not accepting new messages, as it is “full”.
All I want is to submit a claim for a defective device, and get a new one that actually works. They will not give me any information on how to pursue that claim. I will file a formal complaint against them.
Prior to today any time that an issue could not be resolved after trouble shooting with devices, I was sent a replacement. After calling customer service three times and being advised to call back after all troubleshooting attempts has been exhausted, I was told by the customer service representative “Milton” that I would not receive a replacement Versa tracker and that the technicians were looking into the issue. There was no follow up time frame or explanation other then “ there is nothing wrong with your phone.” I am extremely disappointed with the way that this issue was handled, and I wont be making another future purchases.
My Fitbit account was hacked and I am locked out. I received an email stating my email on my account was changed. I immediately contact them to tell them I did not authorize any changes. They said they would look into and it has been 24 hours and not a thing has been done to give me access back into my account. I have no estimated time to repair, no status as to what is being done. I have not been contacted by anyone. When I call Fitbit the only response I get is “it has been escalated to Security and we will let you know when it is fixed” They will not allow me to reach out to security or give me a contact so I can check on the status of the issue. I find that extremely unprofessional and unacceptable. Unless this is fixed very soon, I will return my Fitbit. I’m sure Apple has a better customer service/support department.
VERY UNHAPPY FITBIT VERSA OWNER!!!!!!
Hello, I purchase a Fitbit Versa from Amazon , Worldwide Distribution. It arrived January 3, 2019. I work in a office and bumped the watch face against a file cabinet and it chip the edge and the screened with a screen protector on it.
I contacted Worldwide Distribution and below it their response.
Message:
Dear Buyer,
This unit was shipped to you brand new and factory sealed straight from the manufacturer. We are sorry to learn you are experiencing an issue with this unit. We will appreciate you take a moment to contact the manufacture tech support regarding this issue, they will be able to assist you at no cost to you, since the unit is under manufacture warranty.
Azita S. / Customer Experience Manager
[e-mail address removed]
WorldWide Distributors
Office: 818.344.6666 / Fax: 818.344.6669
So I contacted Fitbit Tech Support and I was told that by customer service and a supervisor that basically it is my fault and there are many other person that wear this watch and don’t have any issues. It appeared as they were reading from a script, same words and phases.
This statement about no other customers having this issue is untrue. When I did a search about replace faces, there were Fitbit Versa “several” with the same complaint.
Why would you make a watch that had would break so easy with a screen cover on it to protect it? Are you not suppose to wear it everywhere, it that part of the purpose? The watch should be able to handle some bumps without breaking. You’re setting your customers up for failure and cheating them out of the hard earn money. I can’t even get replacement face cover. They don’t make them. Are you kidding. Even the cell phone companies make replacement screens!!!! I will keep posting my experience everywhere until I am satisfied.
Sign,
Unhappy purchase of Fitbit Versa watch
I ordered a Charge 3. It was supposed to be here on 10/06/18. it hasn’t been scanned since it was in the warehouse. I called customer service and they said I have to wait until 10/18/18 before they can send me another. Why are we waiting? Send one Fed-Ex and stop the other one that has disappeared. You took my money along with the cost of extended warranty.
order#334AXE7BW. I also ordered a separate charger and a extra band. Surprise they arrived on time.Every morning I look at the tracking and it says it’s still at the warehouse.
My Fitbit is 16 months old. I have bought 3 replacement fitbit bands because they fall apart…the last one is less than 2 months old and is also falling apart. Customer service rep and a supervisor said to bad.. not a warranty issue. Go to our site and you can buy a new one. Great customer service….NOT. Will be looking for something different…..amazing they are willing lose a customer over a replacing a $30 defective band. A dissatisfied customer will cost you a 150 more.. with my career speaking to over quarter of a million people yearly I will gladly give Fitbit free advertising. Letting others know Fitbit does not understand customer service or care about customers.
I have owned an Aria scale for a while now. It has been having problems not shutting down, and I have just ignored it and left it dead for long periods. After reading some reviews, I find out this is common with this scale. It has a 1 year warranty. I think this is a very expensive scale to replace on a yearly or longer basis. I can buy a cheap electronic scale which I still have for over 15 years that still works and tells me the weight accurately. When I spoke to customer service, they told me it was out of warranty and I would have to purchase a new one. I asked if they would offer a discount as it is not within the warranty period, but should last longer than it has trouble free. I will be posting on every site and social media outlet I can find to place a bad review for this product. I have two other fitbit products which I like, however I will be returning to a normal scale. The body fat sensor hasnt worked for even a longer time it just comes up with a question mark. I think from now on I will stop using all fitbit products and change to another brand, since they will not stand behind their product. They told me it was an electronic device and you can not expect it to last that long. In that case I may as well throw out all of my electronic devices that I own and have died with normal use. Sorry for the rant, but the scale is too expensive to be a piece of garbage.
I just received a new fitbit blaze as a replacement for my device that was losing its charge. The customer service representative name Mary wanted me to charge the device for a week to determine the problem after my App is clearly disclosing that the device is not holding charge beyond 3 days. Then I spoke with Kelly operator number 24771139 who basically offered me three options one cheap charge it fully sync it five times a day for one full week to determine if there was a software problem or it was a battery problem to send it back shipping on them and they would go ahead and send me a replacement one and in the meantime I wouldn’t have any options of using my fit bit tracker but then she would show me how to use my phone as a tracking device or three refund and send me a replacement for last one which I still have a warranty for till July of this year. This is a brand new device which I took out of the box and installed on May 2, and these are the options. I am a palled at the customer service. I have been a part of your fit bit client group for about three years now actually maybe 3 1/2. This is absurd! Then I spoke with Kelly operator number 24771139 who basically offered me three options one cheap charge it fully sync it five times a day for one full week to determine if there was a software problem or it was a battery problem to send it back shipping on them and they would go ahead and send me a replacement one and in the meantime I wouldn’t have any options of using my fit bit tracker but then she would show me how to use my phone as a tracking device or three refund and send me replacement for last one which I still have a warranty for till July of this year. This is a brand new device which I took out of the box and installed on May 2, and these are the options. I am a palled at the customer service. I have been a fitbit client for about 3 1/2years. This is absurd I need someone from corporate office to contact me at ablahiri@ gmail.com for a more sensible solution!
Hello do not buy any products from fitbit they DO NOT STAND behind their warranty. I bought a fitbit ionic in oct of 17 it is cracking underneath by the charging receptors and outward toward the sensors. I called them and they said I’m sorry this is not covered by the warranty which states your product will be covered and be free of mechanical defects FROM NORMAL USE for the period of 1 year..hello not even 1 year and its cracked on the back from NORMAL USE I WEAR THE WATCH DAILY that’s what its for. so 2 techs and 1 supervisor later AUGUSTO, SIMON, AND DEAR IVAN say IM SORRY BUT THIS TYPE OF DAMAGE FROM NORMAL USE IS NOT COVERED BY WARRANTY. So my advise to all is to skip buying a FITBIT and buy a GARMIN because FITBIT does NOT stand behind their so called warranty. Although they did say they would give me 25% off of a new 300.00 watch OH HELL NO I ALREADY SPENT 300 dollars thanks but no thanks. PLEASE SPREAD THE WORD THEN MAYBE FITBIT WILL STAND BEHIND THEIR PRODUCT BECAUSE AS OF 4/14/2018 THEY DO NOT. Case#24356986 this has been posted to social media to show that you do not stand behind your product warranty.
I bought my 77 year old mother a fitbit alta for her birthday in September 2017. It has changed her life! Prior to using the fitbit she was unable to walk more than 20 yards without feeling pain in her back and shortness of breath. Her doctors could not find a reason for her complaints – it was really just about her being deconditioned and giving up. She hardly walked at all and she was miserable.
Since using the fitbit, she has lost 30 pounds in 5 months, and she walks everywhere! The first time she reached her goal and her fitbit started vibrating etc, – she called me because she thought something was wrong with it! Now, she brags about how many steps she takes and she has raised the bar on her daily goal. I only wish I had gotten it for her sooner!
I just spent 40 minutes on the phone with customer service in Guatemala; what a waste of time and shame on the company for not having USA customer service. The problem is weekly progress reports are inaccurate because they use the same step count difference every week no matter how many steps there actually was; one week there was less than 5,000 steps difference with the following week and the weekly report said there were 10,281 steps difference and the following week when step difference was 22,000 steps difference the weekly report said there were 10,281 steps difference (see a pattern here). The first rep cut me off; the second rep had me give him my steps for 4 weeks and I explained the problem to him he put me on hold came back to the phone where he had me give me him the same information; provided no resolution and said I had to send him the information in an email because he could not see it even though I had provided it to him twice. My surge also adds steps when I clap at a social event
Why is my fitbit dasboard running ads? I did not buy this product to have look at ads. I bought it for fitness tracking. I will be returning the 2 fitbit products I bought for family members for Christmas and being certain to distribute this information as widely as I can starting with Consumer Reports.
I have a Fitbit Surge which is not a good watch at all. The band gets soaked with sweat, gets bodily salt in the mechanisms plus, it seldom will take a charge. I can’t rely on it for running.
It has a stuck button which looks like the winding part of a regular watch. Since day one, it has been unpredictable. I did a chat just now and they want me to upgrade ( my warranty of one year is up ) for a $25% discount. Really? No way would I buy this product again.
I spoke to the first chat person then asked to speak to a supervisor. He stood by his subordinate answer. I told them I was going to write to the CEO. Which I will. I want a replacement for free. It’s not that old! Its in a repair shop now for a battery change $40.00 and they are trying to see if the stuck button on the watch can be fixed. I’m really mad. Its the principal of the thing. Plus the expense. I used to use a Polar made in Europe, of course which worked like a charm. This one is made in the USA. Its junk. We should have a class action suit!
I bought a Fitbit surge two years ago. The strap began to wear away and is now torn to the point that it is no longer wearable. The company says that the straps cannot be replaced and my only solution is to buy a new unit. This does not speak very well for Fitbit quality as one would expect units to last more than two years.
Customer service says you had a one year warantee so that’s all it is good for.
This is an unacceptable answer and if it represents Fitbit’s philosophy, not a very reliable or trustworthy company.
Will try to contact corporate offices to see if this is really their policy.
i agree i have been emailing someone named Ana from the Fitbit team
once i agreed to have them send me a different style i have not gotten one respond back in two days as when before i would get a response within a few hours
I have purchased 3 Fitbit in 3 years and I now have a blaze! The notifications stopped working, I called your customer service on 2 different occasions and spoke with supervisors and managers. I sent emails it took 5 days for someone to get back to me, each time I was on the phone on average I was on hold 10-15 minutes. I was also told my case was escalated to the highest department. I WILL NEVER BUY ANOTHER FITBIT AGAIN! Your customer is Terrible! My Fitbit is under warranty and I’ve done everything to troubleshoot. Your managers talk down to the customer. The reason why companies like Apple will prevail is because they actually care about the customer and know that there product is good. Worst customer service and product! A complete waste of money and time.
Is there an app available so that I may use the Iconic as a range finder on most golf courses? When I contacted Live Chat on Fitbit the person I was communicating with did not know what a range finder was.
I have owned 2 fitbits and purchased another one for my partner. He has had no problems as it is still new.
I however felt the customer support needs to be upgraded to support in North America or to someone who can make decisions. I emailed customer support and told them my fitbit isn’t charging properly. They told me it was…. No your WRONG!
My fitbit HR does not charge at all. I checked the cord and called customer support. It’s so frustrating talking to customer support and they can’t help me. It’s been over 2 months and I asked if they could repair it or replace it. Since it is now 2 years old the warranty has expired. I purchased it from Best Buy and they told me when I buy another Fitbit to buy extended warranty for $40.00 for 3yrs or -$50.00 for 4yrs.
I cannot believe Fitbit lasted me only 2 years that happened to the last one as well. I am a professional and senior and use it for walking mostly.
I was given a 25% discount and told over the phone no problem I will email the discount coupon to you and you can buy another one. Great! Received the email but didn’t realize I had to buy it on line was not told this.
Decided to take advantage of the offer good only for 30 days. I went in to Best Buy today and they said you need to buy it through a fitbit store on line. That is not what I was told from customer support. I called today to ask them to send me another type of discount coupon so I could buy through best buy and buy the extended warranty. I waited over 30 minutes and no one came to the phone. What an outfit!
I am so upset with the service I received.
I’m a professional and I give my clients excellent service or they wouldn’t refer me.
I actually loved my Fitbit but to be honest is it worth waiting for
call backs, support that makes you wait. So disappointed in Fitbit and their customer service. They need a new VP of Customer Service to clean up their act in North America.
I called their head office and left a message Ha ….I ask myself do you really think they care?
Fit to be tied unhappy customer!
In three years I have purchased two fitbit Surge watches and one Charger 2. One of the
Surge watches was worn by my daughter and then “retired” when it was replaced with the more stylish Charger 2. In less than a year the wrist band on the Charger 2 failed. After a big hassle with customer service a new band was sent. As for the other Surge watch (purchase price $250) purchased two and a half years ago, the wrist band recently broke. To my dismay I discovered that the wrist band on this model can not be replaced. The watch needs to be trashed. I intend to send it to Mr. Park, CEO of the company. Based upon my experience, and upon reading many of the consumer complaints posted on this website, I suspect that Fitbit is producing a product with an inherently defective wrist band inasmuch as so many seem to be breaking. What use is a $250 fitness watch that can not be worn? It seems so easy to design a watch with an inexpensive removable and replaceable wrist band. In fact the simpler the band is the more reliable it will likely be. This would lead to many more happy consumers. Folks purchase this product not for the wristband but for the fitness electronics that go into the watch. I was a very happy customer of Fitbit until these “wristband problems” developed. I am finished with Fitbit. I do not know if their stock is publically traded, but if I had any I would sell it tomorrow. The customer service was almost pitiful. The representative offered me a 25% discount on a new watch (but not the new Surge), and a free one year membership to a fitness website that I have no idea what it would do. Because of the high cost of these products I have, with the assistance of customer service, resurrected the other Surge watch and will use it until the band breaks, and then I will move on to another manufacturer.
We bought each other fitbits for Christmas in 2015…both needed to be replaced within the 1st year…my husbands 2nd one stopped working a week ago…called, 1st call went to Ken in Asia.Phillipines and we asked to speak with a manager (Eduardo in El Salvador) because the warranty only extends to the life of the original purchase…so, 3 out of 4 do not work and we have been offered a “discount” on our next purchase…we are in our 60’s and 70’s, so we are not pounding up and down mountains or on a track…this is a dismal standard for customer service and product warranty…beware…I kept asking for contact information for their corporate headquarters…Asia does not have that information to share with customers, nor does El Salvador…beware…do not waste your money or your time…this company should be ashamed!
The details are available on the corporate website, please try there.
Another unhappy Fitbit customer
PATHETIC. I was mugged. With my purse, my Fitbit was stolen, and they won’t replace it. Because they say that warranty doesn’t cover loss or theft. And they should know, they’re experts at the latter, since they just stole over $100 from me and now they’re doing away with it without the most minimal effort even. That’s the type of “honest” company you’re dealing with.
You’ve got to be kidding. The company who produces a product you purchase is in no way responsible for the theft of said product. You’re insane.
This is my second Fitbit product that the band has broke. I contacted customer support and was offered 25% off to purchase a new one ,which I cannot afford to do. That being said she offered me 6 months on a membership to use with my Fitbit for extra info on exercise and such. HELLO MY FITBIT IS BROKE. THE BAND CAME RIGHT APART AS DID MY FIRST. YES IT IS OUT OF WARRANTY BUT I WOULD THINK 2 SAYS SOMETHING
I will be on my 4th Charge HR in less than a year and a half. All of the replacements that have come have been defective. The first 2 had the issue where the band started to peel, and now this new one (which I have had for less than a month) keeps freezing and not tracking my steps. I am completely unhappy with the fact that all of the offers I get are either a new charge HR (which is obviously a completely defective model) or 25% or 50% off a new model. I have no interest in paying more money for a new model considering the one I did pay money for is defective and none of them have even lasted a full 6 months let alone a year. All I want is a product that will last longer than a year, then maybe I would consider buying another Fitbit. Completely disappointed in this model, as well as the customer service,
My self and several other people I know have Fitbit flex devices Up until this past week (for all of
us) our Fitbit batteries functioned properly not needing a charge until about the 4th sometimes the 5th day
Now however the battery gets fully charged in the morning and shows a clear RED battery charge at night!!!!
I am very disappointed in this new discovery as I need my Fitbit For medical reasons
What seems to be the problem as well as
Is there something that needs to be updated
I will wait for your response
Carole
Same problem Re: Charging except mine is with Fitbit One.
I’ve spoken to at least 5 people but no success. Was told to restart device but didn’t fix it. Also told to update app because it was an app problem. Did that but it still didn’t correct problem of having to charge device EVERY 3-4 days. Terribly inconvenient!!
I’m writing again with the concern this time I have not heard from anyone regarding my issue with My Fitbit Charge HR…. No one has contacted to whether to say “Sorry Charlie” or how can we make the issue better. I am a faithful owner and user of my Charge HR. But without the backing of the watch the watch will not charge and therefore isn’t working. I would appreciate if someone would contact me immediately to discuss my issue and not just offer me 25% off a new watch when this is a manufacture defect issue.
My Charge HR started coming apart on Saturday July 22nd. I contacted Fitbit to see what to do about it. I was asked when and where I purchased it. I was not really sure as I have been wearing Fitbit for several years. I found my invoice from Amazon and the purchase date was 7/20/16, a few days after the 1 year. After several emails I was told my tracker was synced on July 25 so it fell into the 1 year warranty period. I am so happy and should recieve my new tracker soon. Great customer service from Maynor. Thank you Fitbit!
I am on my second Charge HR. BOTH watches the backing falls off and it can’t just be snapped back into place. On both of the watches the backing has fallen/broken off in less than a year. Today I contacted Fitbit and was told basically “sorry you have to buy a new one.” This is a PRODUCT DEFECT not sometime I did or even wear and tear. The Chat service guy didn’t show any concern or consideration other than “here’s what I can do 25% off and a trial premium membership” I want a replacement for what the guy says has been improved but I need to but it. I am asking Fitbit to replace a product they sent to me that was defected. Again neither watch lasted a year.
The guy David I chatted with did nothing absolutely nothing to make me feeling like an appreciated customer but he sure made me feel like an unappreciated customer.
Again, both watches the backing has fallen off and without the backing the side button to use the tracker isn’t accessible for use.
I have experienced the very same problems with my fit-bit as did Elena Esparza. With my fit bit–both with the original and replacement, the band on both bubbled to a point where they were an embarrassment to wear. Like Elena’s fitbit, my backing also fell off. and won’t re-attach, plus the rest of the band near the watch components is lifting.
I too contacted Customer Service..only to be told the warranty covered only the original fit-bit purchased..and not the replacement. Both of these fit-bits came apart with-in a year. This Fit-bit was the HR Charger model. To offer a 25% discount on another Fit-bit I purchase, is a sorry excuse to compensate me for a defective product..as if I’m the one to blame for it falling apart!! These defects are all FIT-BITS PROBLEM!!.
I feel they should own up to manufacturing such a poor product..which then they sell to the public at such a ridiculous high cost!
I love the Fitbit Alta except for one main problem.
Ever since i got it, it falls off very easily. The 2 prongs that secure it in place to the rubber wrist band don’t secure it very well. i take special care to make sure it it attached properly, but the slightest snag or pull from my purse strap or dog leash or contact with something, sends it falling off. I was riding a horse and someone on the trail found it before I got back to the stable. Needless to say, 3 days ago it fell off while I was walking my dog and i didn’t notice that it was missing till I got home. II was very unhappy about loosing it.
Wondering if this is a constant complaint on the overall product? I have some friends and co-workers that have also mentioned loosing theirs the same way. It just pops off and the prongs are not secure enough.
Suzanne Sokol
213-509-XXXX
Duarte, CA 91010
I was the owner of a fitbit charger 2. In February I had to replace my Fitbit Alta because the way it locks that I lost it. Replacing it earlier this year with the charger 2. My activity minutes never clocked on my fitbit or my iPhone. After many calls it was replaced. Having my second Fitbit charger 2 I had the same problem . After many calls I was offered a refund. I told customer service to give me a refund and telling them that my credit card number has changed. When mailing my charger 2 back I also wrote a note to tell about new credit card number. However I received an email saying the credit was applied to my canceled card. I now have to contact American Express to see if I could get my refund on my new card? Fitbit customer service needs to improve. You cannot contact the same customer service person and now have to repeat your problem. It seems that your customer service cannot correct any problem. And in resolve problems with your fitbit customer service need to have more helpful answers with a problem. Customer service can never give me a time to hear back from a supervisor or fix a problem with your fitbit! I would love to speak with Corporate to tell them about my problems
On my 2nd Fit Bit Charge in just over a year. Both have fallen apart and died. A 3rd one was sent out to me. I have no faith in this product anymore. The solution? Pay another $100 plus tax to get the updated Fit Bit Alta that supposedly doesn’t fall apart. Seriously? I have to pay more money to get a reliable product? Or keep getting the same piece of garbage sent out as a “replacement”?
Oh, and the best part? I get to pay $100 as a 50% discount of the $200 (CDN) but it’s on sale on their own website for $179. The reason? They will only give 1/2 off the regular price. Seems like a giant scam to me.
And don’t get me started on their Customer Support. I went back and forth for 90 minutes on their Chat Line with no less than 6 people. Apparently if they didn’t want to deal with me anymore they just dropped off and gave it to someone else so I had to explain the entire thing all over again. SO FRUSTRATING DEALING WITH THIS COMPANY!!!
michaelloftus at comcast.net
my 4th fitbit in as many years and a family member’s second fitbit are falling apart already . no satisfaction from “customer service” and impossible to reach company. would like to reach company to resolve before resorting to duct tape and rubber bands
Good Afternoon,
I have tried over and over to chat live with someone on you website, and no one ever responded to me for like an hour. My issue is my Fitbit stopped working, just died, not sure why, I love this Fitbit, but cannot afford to buy another one, I saved for months and months to buy the one I had. My husband is disabled and I am the only one working we are on a very very fixed income. I was hoping I could get my Fitbit replaced, it would mean the world to me, it kept me going. Working full time and being a caregiver does not leave much time for me, and the Fitbit would keep me MOVING. I would appreciate any help at all!! Thank you Nina Solis
I called Fitbit customer service about malfunctioning charge. Customer service tells me it appears to be working fine and it appears it’s been changed to another email account. I look for it and realize it’s been stolen from hotel room. I ask them to turn it off or whatever can be done to discontinue use. She states that I/Me/Nicole contacted them and told them to transfer it to another email address. She proceeded to give me the other persons email address(isn’t this a huge security/privacy no-no) I told her again that I never gave permission for someone else to use my item. My next step is to file a police report. I’m telling them it’s stolen and they’re allowing the person responsible to continue usage. I was offered a discount to purchase another. Corporate is not reachable, still sends you back to same customer service number. FILING POLICE REPORT
I’m on my 5th zip in 5 months, and 10 batteries. I’ve talked back and forth with customer service. They are super nice, but not actually helpful. About to give up on the whole idea, even though I’ve increased my exercise this way more than any other method.
Hello Mr. Parks,
I wrote to you on Sunday afternoon, about getting 10 Fitbit as a donation for Special Olympics fit 5 group! I’m not sure if you read the email or just delete it…. So again I’m writing to you about making a difference in your day which would start today!! Yes you can even join are club if you like to? I know that I probably could get into trouble with Special Olympics for asking you for 10 free Fitbit’s!!! I just don’t know how to pay for them!! We all don’t make that much money ? in a week! I could work at one of your plants until they are all payed off??? That’s all I could do!!!
So could you please give us a chance to prove are self to you? Because I really would love to give each of our members one of these… Just to show them that I mean business about getting into shape and too prove to my peirs that I know what l’m know what I’m doing!! So could you please help me out with this or not? I didn’t know that you have so many places of business around the world ? as I’m writing this letter to you!!
You really have proved your self to the world ? and your family that you could do this!!!! I wish that I could meet you and your team because in my eyes ? your famous!! I can give you my information about me? If you like to give us 10 Free Fitbit’s?
Miss Jacqueline Kennedy
New Milford, Ct. 06776
Home # is 860-350-XXXXX
Cell # is 484-350-XXXXX
Thanks so much for listening to me and if we’re lucky ? enough to get 10 of your Fitbit’s and I’m willing to work for you until they are payed off!!! Just please think ? about it before you say NO!!!!!
Sincerely
Jackie Kennedy
I purchased the fitbit for the sleep function. I would click on the graph and the specific times I was awake or restless would come up all night long. I noted recently that that would no longer be the case. I called customer service two days ago. They said I do not have flash player on my android phone so I would have to access the specific times on my laptop. Today not able to access times on laptop. Now the story goes that the developers made a change, and I can no loner access specific times, even on my laptop but you can if you have an iphone. Wow, guess us android users are at the bottom of the barrell. I wionder what else we will not be able to access on our android phones via fitbit app. This is very discriminatory and I am very angry.I want my money back since the product is no longer useable for what i purchased it for. Pitiful
Good morning hope you are well.. so I save my money to buy a Fitbit for myself for Mother’s Day last year.. I just loved it…all of the sudden the calorie counter went out now I don’t think it’s working correctly! I dope with several people they said there’s went out around a years time.. I love this little thing now it’s not working so I’m without….I tried to bring back to Target they said NO they can’t return it….I’m so sad can’t afford another so I guess there is no Fitbit any more on my wrist!! Oh another story in the life af a 66 year old.. I just wish it would have lasted longer for the amount I paid..
Thank you
Have a good day..
Karen
I received a fitbit charge HR as a Mothers Day gift in May 2015. While wearing it has certainly inspired me to exercise more, I have experienced several problems with the merchandise and have received virtually no support from their help desk. About two months after receiving the gift, I attempted an offered update. The update was a complete failure and my Fitbit was out of commission for several weeks before the help desk finally was able to assist me with completing the update. Since that time I have resisted attempting any additionally updates until two weeks ago when I foolishly attempted the current one. Of course, it failed again. At first a picture of what looked like a charging battery appeared on the screen then the screen went completely dark never to be used again. We contacted the customer help desk and they too failed in their attempts to revive the equipment. After just 20 months of using the device, it is now totally useless to me. Customer Service contacted me and offered a 25% discount on a new Fitbit. That is totally unacceptable to me. Why should I have to contribute another $100.00 to Fitbit’s profits when it was the Company’s fault that the equipment failed. Prior to the attempted update, the device was working fine! Fitbit needs to mail me a new device asap! Lesson learned here, never attempt one of their inept updates!!
Jackie Scott
I bought a Fitbit charge2 back in dec and where it consistently ….about a month or 2 ago I started getting pain in my upper arm on the same arm as I wear my Fitbit …didn’t think nothing of it …so the other day I look up reviews for Fitbit charge2 pain in the arms and there are other people also having this same issue ……there is something that must be done or a recall on them
The watchband on my Surge has broken!! I contacted your No Customer Service department by phone and through chat only to be informed there is nothing that can be done about it because it is beyond warranty. Obviously from the number of complaints you have received about the bands you should realize you have a manufacturing defect with the bands and should try something different. It is a shame to spend over $200 for a watch that just tears up like I purchase it from a dollar store!! I guess your company will do something once a class action is filed!!!
I had my Surge replaced under warranty in 2016 due to a water issue. Less than one year later the band of the new Surge is bubbled and pealing up. When I called customer service they refused to replace stating that their was no warranty that it only applies to the original purchase item. I feel if you pay $249 for a watch that it should hold up better than that each one did not even last a year. I was offered a 20% discount to purchase a new item but to be honest why would I support a company that will not even back their own product. I would not recommend Fitbit to anyone just for that reason. I have seen numerous complaints on the device bands so I am not sure why your company will not stand behind its product. I have owned a Fitbit since they came out and the very first one they recalled due to a band issue that is why I continued to upgrade because in the past you had excellent customer service. I really hope you all change to the way you use to be.
I too have had the same problems as some of the people who have written complaints concerning their Fitbit. I have a Charge as does my son. We both received them for Christmas and almost to the day they both failed. I emailed Fitbit and they replaced them both. I was quite impressed!!
I am no longer impressed. Close to a year later after the replacement, both Fitbits have problems and they are unusable. I have been told they will not replace them under the warranty because the warranty only applies to the original Fitbit! They offer me a 25% discount.
I expect something I spent $100 on to last much longer than a year. I am quite surprised the warranty does not apply to the replacement Fitbit.
They must think their customers are fools, if they feel their policy is a fair one.
I certainly will not buy another Fitbit.
Hi ,
Totally agree with everything stated above. I have purchased two Fitbit and both have only lasted a few months over the warranty. As stated above, I was only offered 25% discount.
Having spent nearly $300 0n these products my expectations would be for it to have a much longer lifecycle.
Signed, ex- Fitbit user.
I bought a Fitbit Charger HR December 18 2015. After 10 months the plastic covering the display and wrapping around to the charging area split apart at a seam. Since it was under warranty, Fitbit replaced it. Now 2 months later while on vacation in Hawaii it happened again. While I will be getting another replacement since the 1 year warranty is not up, if and when this happens again, the warranty will be up and I will be out of luck. Obviously this is a design problem that is not being fixed. If you feel your product is good, the 1 year warranty should be extended on the new replacement product. I love my fitbit, but if it happens again, I would have to be stupid to invest in a new one and will find a better designed product.
Not at all happy with the company. I purchased my Fitbit back in 6/2015 and by November 2015 started experiencing battery issues. Fitbit did replace my device and now a year later, the same issue with a malfunctioning battery. Talked with customer service today and asked to have a replacement battery sent but was told no. Spoke with the supervisor and was told the same thing. I was offered a 25% discount to purchase a new one. I’m not interested in purchasing a new one. I just want a product that will last more than a year. It’s their poor workmanship and they should replace it. I would love for someone from HQ to reach out to me. Thank you.
I have had my fitbit since January 2016. Used it daily. The rubber around the watch area
has come off and the devise is measuring crazy. Should I send it somewhere or trash it
and buy another product?
It SEEMS that I am experiencing the SAME frustration that MANY other FITBIT users are having after reading of the problems they are experiencing with the band issues and dealing with the “OFFSHORE” Customer Service (HA! HA!) department!!!!!!
I purchased a FITBIT Surge for myself and the FITBIT Charges for two of my Granddaughters. We have the deteriorating band problem with ALL of the devices.
Dealing with the C/S on Saturday evening was a nightmare!!!
I dealt with New Delhi, India, Manila, Philippines, AND El Salvador. Nothing against our friends across the BIG WATERS but they did not resolve my problems.
What makes this EVEN more frustrating is that you CANNOT get in touch with ANYONE in the CORPORATE OFFICE IN San Francisco. NEVER have I
TODAY (November 7. 2016) is my Granddaughter’s birthday and I guess we will have to go with another product.
NEVER have I EVER seen a company (of THIS size) that you could not speak with SOMEONE at their Corporate offices. GUESS it says something about their lack of their C/S and wanting to deal with their CUSTOMERS!!!!
THIS will make for GREAT conversation at my local YMCA, soccer fields, gym and my Grandkids schools.
I had a similar problemafter being a loyalcustomer for 8 years. I switched to Samsung Gearfit 2 and my daughters switched to Garmin products. Highly recommend switching. Fitbit no longer produces durable products and no longer has good customer service.
Received a Fitbit chargeHR as a gift. The band failed in a few months and was replaced by support staff. Now the replacement Fitbit has failed after about 6 months and I was just offered a coupon for a slight discount on a new device. I purchased 3 Fitbit for gifts. I use my device for my diabetic exercise program and have taken perfect care of it. I am so very disappointed in your company and will spread the word as far and wide as I can about your terrible service. I saw a report on the news yesterday that your sales are down and so is the stock price. Social media tells me that you do not offer customer service anymore. I will be looking for another more reliable brand.
Switch to Samsung Gearfit 2. Much friendlier customer service. Much more responsive. Much nicer device for a better price.
Hello,
I am really upset because I love my FitBit Charge, but the rubber on the band around the clock area is coming off on both sides. I have only it had it since January!!!! Please let me know how we can remedy this problem. Thanks
Horrible customer service. Fitbit one not syncing properly. Inaccurate information or incomplete information if it even syncs at all. Emailed from the app (so I have no copy of my own initial email) ~ after the first reply saying they will get back to you ~ they don’t get back to you. All calls go “off shore” to girls that make you go ROUND AND ROUND AND ROUND as they constantly make you repeat yourself as THEY repeat everything you say. It’s very similar to banging your head on a wall. They “create a case number” to be sent to the next level of support (for which they have no way of connecting you) and say they will call back the next day. I call back 2 hours later because (due to extreme frustration and headaches of previous call) I forgot to mention some of the other issues, only to learn THERE IS NO CASE NUMBER!!!!!!!
HOW DOES ONE GET A PROBLEM SOLVED???
Maybe the question of the year is CAN YOU GET A PROBLEM SOLVED???
This is about the fit bit I ordered on JUly 11, 2016, when we recieved it was supposed to be blue but it was black so I sent it back,talked to your customer service which was no help very bad customer service. Since there are no fitbits that we need tried to get my money back only to find out it will another 7 to 10 days? I also have a fit bit this would be number 5 that i have purchased want my money back so i can purchase a different brand, since your customer service is becoming so bad good way to loose customers!
Nancy McCravey
I attempted to reach Fitbit to discuss a common problem of a green LED on the Surge. I got ahold of someone in “Central America” (they can’t say what country for security reasons), they have no phone number (for security reasons), they can’t give you a phone number for Fitbit in the US (for security reasons), they can’t give you their name (for security reasons). They will, however, take my name, phone number, address, and serial number of the Surge and have someone contact me (they can’t tell me how I will be contacted for security reasons).
We have added an updated phone number for their headquarters in San Francisco.
Yeah, where “security” means “the way to cover our rear end for being such a poor excuse for customer service” so you can’t come after us and stayed screwed.