FitBit cusomer service

I ordered a FitBit Charge HR from Amazon back in March of this year. Got it, set it up, and even though it never did sync up properly with my smartphone, I LOVED IT! Unfortunately, sometime recently I must have bumped it against something and the housing on the opposite side from the button got cracked/broken. I contacted the company (via live chat on their website) to see about getting it repaired. I figured I would need to send it back with proof of purchase, pay a fee and wait for it to come back, which I was fully prepared to do...

Nope.

Not only are they sending me a new tracker at no charge, but they aren't asking me to send the old one back, even though it still works for the most part.

How cool is that??

Can't say enough good things about their customer service reps Christy and Alfonso. I chatted with Christy first, and just after I gave her my contact info, we got disconnected. She stuck with my problem and finished processing the order to send out my replacement. In the meantime I was automatically reconnected with a different rep who verified the order once I told him I had just received an email from Christy about the replacement she had processed for me.

I don't know about y'all, but when I get good customer service like that, I like to tell other people. Too many companies today just don't understand what it takes to keep their customers happy, but FitBit DOES!

Replies

  • quiksylver296
    quiksylver296 Posts: 28,439 Member
    Yep. They are fabulous. I had the same experience.
  • Spike_G
    Spike_G Posts: 149 Member
    I rarely hear anything bad about Fitbit's customer service.

    Jawbone on the other hand... :o
  • jeepinshawn
    jeepinshawn Posts: 642 Member
    I ordered a FitBit Charge HR from Amazon back in March of this year. Got it, set it up, and even though it never did sync up properly with my smartphone, I LOVED IT! Unfortunately, sometime recently I must have bumped it against something and the housing on the opposite side from the button got cracked/broken. I contacted the company (via live chat on their website) to see about getting it repaired. I figured I would need to send it back with proof of purchase, pay a fee and wait for it to come back, which I was fully prepared to do...

    Nope.

    Not only are they sending me a new tracker at no charge, but they aren't asking me to send the old one back, even though it still works for the most part.

    How cool is that??

    Can't say enough good things about their customer service reps Christy and Alfonso. I chatted with Christy first, and just after I gave her my contact info, we got disconnected. She stuck with my problem and finished processing the order to send out my replacement. In the meantime I was automatically reconnected with a different rep who verified the order once I told him I had just received an email from Christy about the replacement she had processed for me.

    I don't know about y'all, but when I get good customer service like that, I like to tell other people. Too many companies today just don't understand what it takes to keep their customers happy, but FitBit DOES!

    Same here, had a similar problem where the housing broke, they sent me out a new one had it within 3 days and got to keep my old one as a backup.