Thumbs Up for Fitbit

All too often we hear stories of poor customer service so I want to give some props to Fitbit who replaced my Flex with no fuss or special blogger treatment. Here’s how it went down….

I’ve had a Fitbit Flex for nearly two years and it’s one of my favourites as it’s waterproof and I wear it while swimming. A couple of months ago the middle LED stopped working and last week another one seemed to stop. All other functions worked fine, so the Flex was still counting steps and syncing to my Fitbit app. In reality the fault was largely cosmetic.

Still, I decided to contact Fitbit’s customer services via email. I paraphrase each message.

Me: I’m having trouble with the LEDs on my Flex dying one by one. See photo.
Fitbit: Ok. I see that. Could you try resetting the Flex followed by a full charge.
Me: I’ve done that and yes, one of the LEDs is now working but the middle one still isn’t. See new photo.
Fitbit: Ok, I see that it’s still not working. When and where did you get the Flex?
Me: I got it in November 2014 and here are the details.
Fitbit: No problem, that’s fine. We’re going to send a replacement. What’s your address?
Me: Thanks. Here’s my address.
Fitbit: The replacement Flex is on its way.
Me: Thanks again.

And sure enough, the replacement Fitbit Flex arrived in the post yesterday. All the LEDs work fine.

Reviewing the email exchange, it really couldn’t have been sorted it out in anything less. A big thumbs up to Fitbit for sorting it out easily and painlessly.