Great service - fitbit
Discussion
Don't often praise corporates, but had great service from Fitbit. Having bought a Charge HR in Feb, I've worn it 24/7 but had a problem. The rubber casing started to split away from the workings in Mid-July. Not really sure why as I haven't abused the thing, just wear it all the time !
I contacted Fitbit helpline, they asked for a photo of the damage. Immediately ordered me a new one and it arrived within 7 days. No need to send old one back, just asked me to recycle it responsibly.
Now .... I know the product shouldn't have failed in the first place, but I was very impressed with the customer service.
Happy customer for once :-)
I contacted Fitbit helpline, they asked for a photo of the damage. Immediately ordered me a new one and it arrived within 7 days. No need to send old one back, just asked me to recycle it responsibly.
Now .... I know the product shouldn't have failed in the first place, but I was very impressed with the customer service.
Happy customer for once :-)
te. Just not answer emails (of course no number to phone). Very poor.I've also had good service from Fitbit (I'm on my fourth Charge HR in two years) but can't help but think that they should develop a product that doesn't need replacing rather than (or as well as!) being really good at sending out a new one when it inevitable fails... Still like it though!
^ This is a good point. 4 in two years is very poor. I have a Garmin GPS multisport watch that still works fine 12 years old. Its been out in the wind and rain and swimming in the lake repeatedly.
At the min it seems that Fitbit are using excellent customer service to make up for a poor product. When that becomes unsustainable there will be poor service and poor product.
Fitbit has a few problems at the minute and I suspect they will soon start to struggle.
I kind of feel sorry for them, they led the way with the daily wearable general fitness tech but the market has been flooded and now the establish sports watch people like Garmin are muscling in as well. There a few falling by the wayside. Basis had a watch which they have had to recall as it was over heating and burning peoples wrists, now looks like they are shutting the entire platform down.
At the min it seems that Fitbit are using excellent customer service to make up for a poor product. When that becomes unsustainable there will be poor service and poor product.
Fitbit has a few problems at the minute and I suspect they will soon start to struggle.
I kind of feel sorry for them, they led the way with the daily wearable general fitness tech but the market has been flooded and now the establish sports watch people like Garmin are muscling in as well. There a few falling by the wayside. Basis had a watch which they have had to recall as it was over heating and burning peoples wrists, now looks like they are shutting the entire platform down.
My brother had the same excellent service; my wife not so much but the intention was there.
Fitbit kept sending out "new" replacements that were clearly used and in not working condition until they finally sent out a new boxed one. We now have 4 broken fitbits and a working one.
They certainly seem fragile for a product that supposed to be for activity.
Fitbit kept sending out "new" replacements that were clearly used and in not working condition until they finally sent out a new boxed one. We now have 4 broken fitbits and a working one.
They certainly seem fragile for a product that supposed to be for activity.
same story here, 3rd fitbit in 2 years.
Last time was interesting as initially e were offered the new watch as a highly discounted replacement, only then to be told it's not an offer available in the UK.
Then when we confirmed that the HR would be fine, took them about an hour to get the delivery address right !
but it does seem odd that it's such a throwaway product.
Last time was interesting as initially e were offered the new watch as a highly discounted replacement, only then to be told it's not an offer available in the UK.
Then when we confirmed that the HR would be fine, took them about an hour to get the delivery address right !
but it does seem odd that it's such a throwaway product.
The rubber coming away from the casing seems to be a common problem, the Mrs has just had hers replaced as well, but they've stopped making the one she had and doesn't like the new model as much.
[quote=944fanI kind of feel sorry for them, they led the way with the daily wearable general fitness tech but the market has been flooded and now the establish sports watch people like Garmin are muscling in as well. There a few falling by the wayside.
[/quote]
I think where Fitbit are winning is that because they were the first they've got a lot people using them, and then because of the whole gamification of it with people competing against their mates to do the most steps means people buy a fitbit because that's what their mates have. As soon as someone produces a Strava equivalent for step counters, where data from different devices can be compared, they're going to be in trouble.
[quote=944fanI kind of feel sorry for them, they led the way with the daily wearable general fitness tech but the market has been flooded and now the establish sports watch people like Garmin are muscling in as well. There a few falling by the wayside.
[/quote]
I think where Fitbit are winning is that because they were the first they've got a lot people using them, and then because of the whole gamification of it with people competing against their mates to do the most steps means people buy a fitbit because that's what their mates have. As soon as someone produces a Strava equivalent for step counters, where data from different devices can be compared, they're going to be in trouble.
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