FitBit

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

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

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

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

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

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

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

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

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

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

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

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