Disgusted with FITBIT "help" call

7 years ago

I was given a Fitbit Ionic upon retiring last July. I didn't set it up right away- I am not sure when I did that but I think it might have been around September or later. From time to time it seemed like it wasn't tracking properly but I wasn't sure. I called once or twice and we restarted and resynched and it seemed ok.

Today, I was in my zumba class and looked at the steps. It was 2091. This was after maybe 20 minutes. It seemed kind of light to me, but I thought oh well. The class went on for another 40 minutes and each time I looked, you guessed it- it was 2091. I left the gym, walked to my car (normally a good 400 to 500 steps) and then walked into my house. Yes still 2091.

Anyway I called Fitbit and they were so unhelpful. Yes, restart. Guess what the same 2091. restarta again, suddenly it is 2100 steps. Normally it would be over 6000.

After about 10 minutes with their helpdesk, I have come to learn that although they have records of me calling even with in the past 3 weeks, that they need to check their helpdesk files and then I should call back tomorrow. I spoke to the supervisor and she said there is no one with more authority than her. She cannot authorize replacement.

I know this is a first world problem, but it is very frustrating when they acknowledge there is a problem but I need to devote more time to fulfill their requirements.

There I vented.

Not a fan of fitbit.

Featured Answer

jkayd_il5

7 years ago

last modified: 7 years ago

Mine doesn't track right either. I'm sure I get more steps in than it shows but it still is a gauge for me even if it not accurate.

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Comments (10)

Uptown Gal
7 years ago
If they refuse to help you at all...keep going to their site and telling it like it

is, over and over. Say, "there is no one with more authority than me...this "thing" has never

worked correctly. ;) Seriously, I'm sorry...seems there are so many things like

that ....broken promises of working, and just pure aggravation. Hope you get

some kind of satisfaction to make you feel better.
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salonva
Original Author
7 years ago
Yes that was how I felt - that at least it was an indication or a gauge of activity but honestly, even on the help desk they asked me to walk around which I did and it picked up no steps. It's like it totally stopped working. In the 40 ish minutes at zumba it should have had at least an additional 2500 to 5000 steps no kidding. I thought maybe when refreshed it would pick it up but according the help person those steps are gone and they have no way to verify that they happened.

Seriously---What good is that??
maddielee
7 years ago
Tell your story on FitBit’s Facebook page. I always get faster and usually better results when I message or post on a Company’s social media sites.

But keep in mind that your device is probably past any guarantees because you’ve had it for a year.
User
7 years ago
I called and had MY Fitbit replaced twice, before I got one that would recharge consistently. Had it for about 5 years....it's been GREAT the whole time! It's going STRONG. I think they make batches of lemons....
salonva thanked User
User
7 years ago
I had a fitbit and discovered that I needed to blow the connection area out using one of those canned air things. Apparently it did not connect to something in the band. If you are really active and you sweat enough for the band to become wet body sweat contains things that can not be blown out. Try this to see if it helps. I had one of the second group that was released and the band may no longer have a place for connection. On my band there are slits and you can see a reflection of light so there is some type of metallic thing in the band.
salonva thanked User
salonva
Original Author
7 years ago
I did post on their Facebook page and after several hours did get a reply asking me to provide my info via message. We will see what happens. I understand that things sometimes fail, but it's their reaction that I find most troubling. Again I am to restart and re-document. As I said I retired and I didn't think that having a fitbit would become my new responsibility or job.

I appreciate your comments and suggestions. This device can do so much but all I want it to do is track my steps (number - distance- and flights). If sweating presents a problem then I would say THEY have a real problem.

I will see how they do today.... but I think my lesson from this is that every time it failed to behave correctly, I should have called to document it.
User
7 years ago
My Fitbit gets washed, sweated on and had dirt caked on the band the other day. It can take it! I just think they get batches of these things that are defective. I buy a LOT of "things" that don't work like they should and have to be straightened out. Drippy soap dispensers. Faucets that have loose valves and leak. I broke the head off a solar path light by tightening the bolt the other day. Owning ALL this "great" stuff....is a lot of hassle at times. My Fitbit is very cool, it does track my steps, stairs...when hiking I have altitude gain and miles. I really LOVE my Fitbit!
lisa_fla
7 years ago
I sent them a msg thru their FB page about how my Fitbit fell off several times and then one day I lost it. They actually replaced it. I was pleasantly surprised. I didnt know at the time that there are belts that buckle like a belt insted of the style they come with. Never had a problem since!
salonva
Original Author
7 years ago
Just to update, the suggestion to post on their FB page was a good one. (thank you Maddielee!!!) They did reach out but again, they did not seem to think there was a problem. From the FB message though, I was given a case # and they emailed me. So, over the past few weeks, I emailed them a few times to let them know that I was needing to restart the fit bit several times a week and did not think that was proper. They had me run some more tests, and when I let them know that of the three tests, only one had the correct result, FINALLY they acknowledged this was not good.

They also were asking me where I purchased and I explained that it was a gift, so I had no clue. I had registered it and still have the original packaging so at least that was not an issue.

They approved a replacement and it has shipped, hopefully arriving early next week.

So ultimately they did stand behind it (but it was really a long drawn out process).

Disgusted with FITBIT "help" call

jkayd_il5

Comments (10)

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