Thursday, April 21, 2016

Fitbit Customer Service is awesome

A month ago I bumped my Fitbit Surge against a chair while walking through our dining room and was devastated to discover I had cracked it. I'd only had it since Christmas, and am a little obsessive about meeting my daily step goal and tracking my runs. I was so upset that I had broken it and worried that the crack would get worse and make the entire device unusable. 
My cracked screen

I e-mailed Fitbit customer service to see if there was a way to replace the glass or otherwise fix it. They asked me to send them a picture of the damage and info on where it was purchased from. Two days after that they send me a new one.

Color me shocked.

I was not expecting a whole new Fitbit. At most I thought I would send them the broken one, so they could replace the glass. In reality I was afraid they were going to give me a discount on buying a new one, as some of the forums I'd read about similar issues said that was their resolution. Not only that, but they didn't even want me to send back the cracked one. I e-mailed them back to ask about sending the broken one to them, and they advised that I could keep, recycle, or "do what I would like" with the broken one.

Mind blown.

Not only do I have a new Fitbit, but now we have an extra one that Fynn enjoys wearing around the house- constantly asking what time it is and how many steps she's taken. That kind of service makes me love my Fitbit even more.


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