Over a month ago, my father bought me a FitBit Flex, because he's had some good luck using his to help me exercise more and lose weight. I was really happy to get one, and I was looking forward to using it.
Only when it arrived, it didn't work. Not only was the device itself too small for the charging station (a common problem with that design, apparently), but it wouldn't charge even when help down in the charger. Bugger.
So I emailed their support team and explained the situation, and asked for a replacement charger that would fit the device. The first person to email me back walked me through some basic troubleshooting, but in that email, we determined that nope, it won't fit in the charger properly. I figured that would be enough, but then another support person emailed me back, wanting me to go through more troubleshooting. Okaaaay... Rinse and repeat. For about a week. After we'd already identified the problem. Troubleshooting step after troubleshooting step, all with different people, all asking me to do things that made no difference because we identified what was wrong in the very first email.
I snapped a bit after one member of the support team emailed me and said they couldn't find any FitBit info connected to my account, and could I please try plugging the device into the charger and letting it charge for a bit so things could synch. I told them, kind of forcefully, that no, I couldn't, because the device wouldn't charge. Which I'd already told them. Repeatedly!
Someone much more apologetic emailed me back and said they'd replace the device and charger for me. I just had to FedEx it back to them, and they provided me the shipping info and FedEx tracking number and all that. The replacement would be sent out once they received things on their end Okay. Progress!
It took me a little while to find somewhere I could actually FedEx things around here (I don't have a car, so anywhere not within walking distance in this city causes a bit of a problem, and anything outside the city is pretty much inaccessible to me), but I did find one. So I sent everything off. I kept tabs on the package via the tracking number, and it was received at their warehouse on September 21.
I haven't heard anything back from them. I haven't received a replacement. I figured I'd give them a little while to send it out; I didn't expect a replacement to be sent out the next day or anything, because that's expecting too much and I'm not that kind of customer. But it's been almost 2 weeks since I can confirm FedEx delivered it to their warehouse, and I've got absolutely nothing to show for it.
So today, I emailed them back using the original email thread I was doing all the troubleshooting in, essentially saying, "Uh, you've had this back for almost 2 weeks, I was promised a replacement, and I've not squat. BTW, this has been an ongoing thing for over a month now so you guys aren't exactly in my good graces at the moment!"
I wonder what their response will be. But I've got to say, unless it's along the lines of, "Ohshit, I'm sorry, things got weird here and this got lost along the way but I just mailed your replacement, here's the tracking number," I'm going to go from annoyed to royally pissed off. This has been shit customer service no matter how you look at it.
Here's hoping they actually do something about it soon.
Only when it arrived, it didn't work. Not only was the device itself too small for the charging station (a common problem with that design, apparently), but it wouldn't charge even when help down in the charger. Bugger.
So I emailed their support team and explained the situation, and asked for a replacement charger that would fit the device. The first person to email me back walked me through some basic troubleshooting, but in that email, we determined that nope, it won't fit in the charger properly. I figured that would be enough, but then another support person emailed me back, wanting me to go through more troubleshooting. Okaaaay... Rinse and repeat. For about a week. After we'd already identified the problem. Troubleshooting step after troubleshooting step, all with different people, all asking me to do things that made no difference because we identified what was wrong in the very first email.
I snapped a bit after one member of the support team emailed me and said they couldn't find any FitBit info connected to my account, and could I please try plugging the device into the charger and letting it charge for a bit so things could synch. I told them, kind of forcefully, that no, I couldn't, because the device wouldn't charge. Which I'd already told them. Repeatedly!
Someone much more apologetic emailed me back and said they'd replace the device and charger for me. I just had to FedEx it back to them, and they provided me the shipping info and FedEx tracking number and all that. The replacement would be sent out once they received things on their end Okay. Progress!
It took me a little while to find somewhere I could actually FedEx things around here (I don't have a car, so anywhere not within walking distance in this city causes a bit of a problem, and anything outside the city is pretty much inaccessible to me), but I did find one. So I sent everything off. I kept tabs on the package via the tracking number, and it was received at their warehouse on September 21.
I haven't heard anything back from them. I haven't received a replacement. I figured I'd give them a little while to send it out; I didn't expect a replacement to be sent out the next day or anything, because that's expecting too much and I'm not that kind of customer. But it's been almost 2 weeks since I can confirm FedEx delivered it to their warehouse, and I've got absolutely nothing to show for it.
So today, I emailed them back using the original email thread I was doing all the troubleshooting in, essentially saying, "Uh, you've had this back for almost 2 weeks, I was promised a replacement, and I've not squat. BTW, this has been an ongoing thing for over a month now so you guys aren't exactly in my good graces at the moment!"
I wonder what their response will be. But I've got to say, unless it's along the lines of, "Ohshit, I'm sorry, things got weird here and this got lost along the way but I just mailed your replacement, here's the tracking number," I'm going to go from annoyed to royally pissed off. This has been shit customer service no matter how you look at it.
Here's hoping they actually do something about it soon.