Fitbit Customer Service

Calling Fitbit doesn't seem to be very effective, because the customer service representatives don't know the basics of what they do and don't follow up in accordance with the company's stated policies.

When I dialed, the system told me that I could request help with one of several areas, including technical support, existing orders or placing a new order. I said that I wanted to place a new order, and the system told me that it would take me to the appropriate representative. It said that if my call got disconnected, the representative would give me a call back unless I opted out of it. I did not opt out, and I was quickly connected with a representative, who asked me how she could assist me.

I said that I was looking at placing a new order for a Fitbit, and I wanted to know how long it would take to get a Fitbit sent over to Hawaii. The representative didn't seem to be listening carefully and asked me when I had placed the order. I said that I had not placed an order yet; I was simply looking to put in a new order and wanted to get an idea of about how long it would take.

She asked me again about my order, thinking I had placed it today, and I said again that I had not yet put in an order. She said that she would have to check with her supervisor to get the information and asked to place me on hold. I thought that was strange, but I said that was okay and waited.

After a few minutes, she came back on and said that she had the information, but she needed me to give her my name before she was allowed to provide it. Again, I thought it was strange, but I gave my name. However, at that point, the call got cut off, and I waited for a few minutes, expecting the immediate call back that Fitbit had promised. No call back ever came from the representative.

Overall, I really wasn't impressed with this call. There were some positives, notably in how quickly the system progressed me through to talking with a representative and how I was able to narrow down where I needed to direct my call. However, the promises that the system made turned into a negative once it became clear that Fitbit couldn't or wouldn't live up to them. Getting a call back automatically would have been a good thing, but it didn't end up happening.

I was also unimpressed with the representative not knowing something as basic as how long shipping might take. I understand that not every representative will know everything, but this should have been something they'd have taught team members from the beginning. Based on this, I wouldn't use this number if I was a genuine customer.