Thursday, September 15, 2016

Fitbit: Customer Service Review.

So, It's no secret that I am in love with my Charge HR. Sadly he died last night, probably because I never took him off, except to charge him, WHICH YOU SHOULD NEVER DO according to fitbit.

So, I prepared for the inevitability that I was about to have to buy a new one. I had no proof of purchase, and after all, I showered in it WHICH YOU SHOULD NEVER DO. The water isn't really the issue, it's more about allowing your skin to breathe.

In a last ditch effort, I decided to do a live chat with warranty support for fitbit. This is what happened.
Ariel (9/14/2016, 10:01:46 PM): Hi Ronnie, my name is Ariel. How can I help you?

Me (9/14/2016, 10:02:14 PM): Hello! I am having a problem with my fitbit unfortunately.

Ariel (9/14/2016, 10:02:54 PM): I'm sorry to hear you're having issue with your Charge HR.

Ariel (9/14/2016, 10:03:01 PM): I'll be happy to help you Ronnie.

Ariel (9/14/2016, 10:03:21 PM): Can you please provide me with with as many details of the issue you are experiencing as possible?

Me (9/14/2016, 10:04:03 PM): Firstly I noticed the rubber band separating from the watch face....that happened about 2 weeks ago.

Me (9/14/2016, 10:04:11 PM): Now it's just completely dead

Me (9/14/2016, 10:05:05 PM): Here is the thing I worry about. I bought the device at Walmart last fall, and i dont have proof of purchase, so i might just be out of luck

Ariel (9/14/2016, 10:05:37 PM): Don't worry Ronnie, I'll do my best to help you.

Ariel (9/14/2016, 10:05:59 PM): To see what option I can give to you, can you please provide the email address associated with your Fitbit account?

Me (9/14/2016, 10:06:10 PM): (redacted)

Me (9/14/2016, 10:06:30 PM): I made that account on the day i bought my fitbit

Ariel (9/14/2016, 10:06:40 PM): Thanks.

Ariel (9/14/2016, 10:06:58 PM): I'll just need to take a quick look at your account to see what I can find. Please allow me a moment.

Ariel (9/14/2016, 10:09:18 PM): Thank you for waiting Ronnie.

Ariel (9/14/2016, 10:09:40 PM): May I just know your country of residence?

Me (9/14/2016, 10:09:45 PM): US

Ariel (9/14/2016, 10:10:43 PM): Since I have confirmed that your tracker is still in warranty, I'll be happy to get you back on track and provide you with a complimentary replacement.

Me (9/14/2016, 10:11:01 PM): wow, really? That's amazing

Ariel (9/14/2016, 10:11:16 PM): I've checked your account and your tracker was paired February 27, 2016.

Ariel (9/14/2016, 10:11:20 PM): Yes Ronnie.

Ariel (9/14/2016, 10:11:32 PM): To start, please provide your full name, shipping address and phone number.

Ariel (9/14/2016, 10:11:39 PM): Lastly your tracker's color and size.

Me (9/14/2016, 10:12:21 PM): (redacted)

Me (9/14/2016, 10:12:29 PM): (redacted)

Me (9/14/2016, 10:12:48 PM): (redacted)

Me (9/14/2016, 10:13:00 PM): Large, Black Fitbit Charge HR

Me (9/14/2016, 10:13:20 PM): but you can send me blue if you want

Ariel (9/14/2016, 10:13:27 PM): Sure!

Ariel (9/14/2016, 10:13:35 PM): Let me just check if it's in stock.

Ariel (9/14/2016, 10:14:58 PM): I've checked our inventory and It's in stock. :)

Ariel (9/14/2016, 10:15:05 PM): Please give me a moment to process your replacement.

Me (9/14/2016, 10:15:08 PM): SUCCESS

Ariel (9/14/2016, 10:19:34 PM): I'm almost done.

Me (9/14/2016, 10:19:56 PM): It's fine. Take your time

Ariel (9/14/2016, 10:21:25 PM): Thank you for patiently waiting.

Ariel (9/14/2016, 10:21:48 PM): I'm happy to tell you that your Charge HR (Blue) - Large replacement is now being processed and your confirmation number is (redacted).

Me (9/14/2016, 10:21:59 PM): Awesome!

Ariel (9/14/2016, 10:22:03 PM): You’ll receive an email from Fitbit.com with a link to your order status. Your order should arrive within 5 to 7 business days from the date of shipment and please take note that business days excludes weekends.

Ariel (9/14/2016, 10:22:10 PM): When your replacement arrives, visit http://fitbit.link/1HTrH4i for instructions on replacing your defective tracker on your Fitbit account.

Ariel (9/14/2016, 10:22:18 PM): In the meantime, hang on to the charging cable and any other accessories that came with your original tracker, since replacement packages usually include the tracker only.

Ariel (9/14/2016, 10:22:26 PM): We suggest to recycle your defective unit through a local electronics recycling program after your replacement arrives.

Ariel (9/14/2016, 10:24:17 PM): Is there anything else that I can help you with?

Me (9/14/2016, 10:24:26 PM): no maam you have been great

Ariel (9/14/2016, 10:24:38 PM): You're welcome and if you need help, please don't hesitate to get back to us.

Ariel (9/14/2016, 10:24:44 PM): Have a great night Ronnie!

Ariel (9/14/2016, 10:24:46 PM): Take care.

Me (9/14/2016, 10:24:54 PM): You too, Ariel. Good Night!

Ariel (9/14/2016, 10:24:55 PM): To end this chat please go ahead and click "end chat".

I mean...Wow, not only did they fedex it, but they let me choose a new color! That is customer service, and they have earned a repeat customer.

Way to go! Special Thanks to Ariel.



No comments:

Post a Comment