Fitbit Customer Service

Most of you probably have encountered endless waiting in line, being put on hold forever when face with customer service representatives.  Sometimes the ending was good, they solved your problem and perhaps went way and beyond your expectation.  Sometimes somehow we lost the patience and gave up, or the phone somehow got disconnected.  Sometimes, you get serviced, but the result was totally not what you have expected.  😞 I will be talking about the later.

Two (three?!) years ago, I ran out of time and idea for Christmas presents for the near and dears.  In the end, I got everyone a Fitbit, a fitness tracking watch.  I heard good things about it, cheaper than Apple watch (& I don't have iPhone), and it was available at Costco.  I couldn't believe it, but my husband and I, whom do not wear watch, have been wearing the watch since.

The merry story became even more promising, after it gave me a three month free-trial for Fitbit premium.  Since it's free, and now the company belongs to Google, I said to myself, why not?  Right?...  Right!  From time to time, here and there I got notices on the email about some random person who wanted to be my workout buddy.  However, I never read into more stats.  I did not take advantage of the premium.  So when Google told me the free trial is about to end, I didn't have to hesitate, and I cancelled it right away.  Sorry.

Now the nightmare.  The first time I charged the watch after the premium membership has been cancelled, my watch displayed wrong time and did not want to sync with my phone any longer!  I looked online, try to set the watch, didn't work.  I came to suspect maybe I need to reinstall the app, that's when I decide to work up my courage to chat online with Fitbit customer service.

There was no waiting.  I was "admitted" right away.  However, the conversation took very unexpected turns.  The customer representative - "Mar", basically stated that the phone is not supported, and 😨 "For best result, I highly recommend you to sync your Versa using other compatible devices listed on the above article."

😒 Mar did give me excuse to change my phone...

Here is a full transcript with side comments, I deleted my email for hopefully obvious reason.

p.s. as of 08/27 (yes, a day later), after a bit of troubleshooting, delete device from Fitbit app and tried to add device again (didn't work), uninstalled and reinstalled Fitbit app and then added the device, it worked!  I suspected that the bluetooth on my Versa is on the verge of breaking.

@ (8/26/2020, 11:14:07 AM)

Mar:Thanks for the summary. I'm reviewing your issue now and will be right back.

Me:thanks.

Mar:I'll be glad to assist you with your Versa 2's syncing issue.

Mar:Thank you for providing the information. Allow me a moment to check on your account.

Mar:Upon further review, I can confirm that there's only a Versa connected to your Fitbit account and not a Versa 2.

Mar:So I can better assist you, may I ask for the specific Fitbit device you're using?

Me:Yes, Versa.  

Mar:Thank you for providing the information. Allow me a moment to check on your account.

Me:thank you.  Sorry, it was my mistake.  We have multiple fitbits in the household.

// I selected Versa 2 instead Versa on the initial screen.  =) bought my parents Versa 2 last year.

Mar:Thank you for waiting. Upon reviewing our system, I can see that your Versa’s last successful sync was about 44 minutes ago with a battery level of 60% using your Android mobile device.

Mar:Since I can see here that your watch is already syncing, may I ask if you're still having the same issue?

// Very confused at this point as my screen said something different and my Fitbit is almost out of battery.

Me:?  It's not what I have on the screen....

Me:My phone said last synced August 15, 3:28 AM...

Mar:Since that is the case, let's manually restart your Versa to refresh its whole internal system.

Mar:For the first step, press and hold the bacleft and bottom right buttons of your Versa until you see the Fitbit logo on the screen.

Mar:Then let go of the buttons.

// With the power of internet, I searched and reset the watch a couple of days ago, but it didn't work...  Second time is the charm?!

Me:okay, did that!

Me:The watch is back to normal.

Mar:Now, try to sync your Versa to your Fitbit account.

Me:It's not working...

Me:I am thinking is it possible that my app now stated "fitbit premium" and somehow it prevented the actual syncing?

Me:Should I just remove the app and reinstall it again?

// This is the only question that I really wanted to ask.  I wasn't sure because I didn't want to lose the data

Mar:To make sure that we're looking on the same page, may I ask for the email address associated to your Fitbit account where the Versa is connected?

Me:Sure!  it's --------@--------

// Sorry need to modify the transcript to protect my own privacy.

Mar:And may I ask for the make and model of the Android mobile device you're using to sync your Versa?

Me:it's motorola

Me:It's moto g6

Mar:Thank you for letting me know that.

// Here comes the interesting part.

Mar:With regards to your inquiry, I'd like to share with you that one important requirement for a successful sync is to have a compatible mobile device with the Fitbit app.

// Isn't it obvious?

Me:yes...?

// It's like being in the doctor's office waiting for a bad news

Mar:Upon further review, I'd like to let you know that your Android mobile device isn’t on our list of compatible devices. We confirmed that the devices on this list ( https://help.fitbit.com/articles/en_US/Help_article/2315 ) are fully compatible with all features of Fitbit devices and the Fitbit app.

// Upon further review?....

Me:But it has been working...!

Me:for years!

Mar:Though that is the case, I'd like to share with you that it can work. However, I can't guarantee that it will work seamless with the Fitbit app as it is not currently compatible.

Me:would you recommend me to reinstall the app on my phone?

// Okay, I am flabbergasted

Mar:For best result, I highly recommend you to sync your Versa using other compatible devices listed on the above article.

Me:Okay...  sorry but it sounds a bit crazy.  Are you suggesting me to change my phone?

// Now I need to change my phone

Mar:I understand where you're coming from and I really do apologize for the inconvenience and frustration this experience has caused you.

Mar:Please know that since your mobile device is not currently included on the list of our compatible mobile devices, I can't guarantee that your Fitbit app will work without issues.

Me:Okay, I think it's is all.

// Totally defeated

Mar:By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our Support processes.

Mar:While you still have me here, may I ask if there's still anything that I can assist you with?

Me:No thank you.

// I don't think you want my feedback

Mar:If you would like to save our chat transcript you can click the "Save Chat" button in your chat window. Thanks for contacting Fitbit. Have a great day and stay safe always!

Mar:To end this chat please go ahead and click "end chat".

// And I did that!