Background: I was already a little annoyed with the company as I have never yet had a fitness watch that successfully made it past warranty.So far I am up to my 4th watch (1 x Charge - 3 x Surge) in a period of about 2.5 years.
Putting that aside, here is my latest experience... Issue: I recently purchased the Fitbit Flyer headphones and I am quite happy with the product but was unfortunate enough to lose the charger rendering them useless. I completely concede this was my own fault... I looked on the website and could not find a replacement cable so I call up support and was on the phone for the better part of an hour trying to source one only to be told there were none in stock.
Was put on hold I would guess 7 times and was asked to spell out my email address phonetically probably 5. Finally I was told they would escalate a case to get a replacement cable sent (I was happy to pay for this obviously) Hi XXXX, Thank you for contacting us regarding the Charging cable for Fitbit Flyer which is not available at Fitbit store. We will be reassigning this case to the higher support team, so you can get a response as soon as possible. We look forward to get your issue resolved quickly.
Hoping for your patience and understanding. Sincerely, XXXX and the Fitbit Team 32 hours later I get this... Hi XXXX, We apologize for the delayed response. Thank you for your patience.
We're sorry to hear you've lost your charging cable for your Flyer. Before we can assist you with, can you please provide us with when and where you purchased it and your country of residence. If you received it as a gift, please let us know when. Note that if you purchased the item from fitbit.com, we were unable to locate an order associated with this email address.
Please provide the email address associated with the order. Lastly, if you received your product from an employer, please tell us the company name and the month and year you received it. We look forward to your reply. Sincerely, XXXX and the Fitbit Team Why the operator couldn't have asked for those details to save me wasting a day and a half is beyond me...
Regardless I respond with the required information... 5 days later... this... Hello XXXX, Thank you for providing us with your information.
We are sorry again to hear that you have lost your charging cable for your Flyer. As you may be aware, our limited warranty does not cover lost or stolen trackers or accessories. Please note, you may use any Universal USB (USB-A to USB Micro-B) charging cable which can be found at most electronic stores. We hope this clarifies things.
If you have any questions feel free to let us know. Sincerely, XXXX and the Fitbit Team My initial response was what terrible @#$! service. I hadn't set out for a freebie, I just want a replacement cable!
Now they are saying get stuffed and get one yourself... So I call the wife and she gets me a replacement cable at the cost of $24 AUD.... Wrong cable!! The team neglected to tell me that it had to be a Micro-B 2.0 USB cable.
The wife got me a 3.0 cable and the connection is different. So now I am stuck with a $24 piece of junk because they won't accept a refund so I contact the team asking them to send me one free of charge now because I have been stuffed around and am out of pocket... I also contact them on twitter a number of times to try and get a response in a reasonable time frame... Twitter response...
We understand where you're coming from, XXXX. Your case has been escalated and our team is now reviewing it. They will get back in touch with you soon. We really appreciate your time with this.
20 hours later... Hi XXXX, We would like to apologize for any miscommunication or confusion on the type of the micro USB. Our goal as customer support is to help you get back on track. We would like to confirm with you the charging cable is micro USB 2.0 that will fit the Flyer headphones.
Also, we recommend taking the headphones to the store, so that you are able to confirm on your end. Please let us know if you have any additional questions. Sincerely, XXXX and the Fitbit Team Are these guys for real???
I am going to plaster my disgust on as many social pages as I can find...horrendous support / service!
Reason of review: Poor customer service.
Monetary Loss: $24.
Preferred solution: Deliver product or service ordered.
I didn't like: No replacement stock and customer service.