Excellent Customer Service (or A New Fitbit)

I’ve been enjoying the Fitbit I got earlier this year ever since I got it. There was only one day that I missed getting my 10,000 steps in for the day and even then I was pretty close. I’ve worked really hard at getting in all my steps for the day and have been very happy that while sometimes it’s isn’t easy, it’s not nearly as impossible as I thought it might be.

I had been enjoying all of the challenges and social things that Fitbit offers and most days I checked my progress throughout the day to make sure I was on pace to hit my goals.

While at ENMNCon, I was able to reach my goals the first two days of the conference. It wasn’t easy, but I did it. But on Saturday of the conference, I was too busy to think about checking the app on my phone to see my progress. When I got into my car to head home, I finally checked and realized that there were very few steps recorded for the day. I then looked at the middle of my bra where I keep my Fitbit device attached and realized that it wasn’t there!

My first thought was to look around and inside my car to see if it just fell off. But the app was also showing that it was searching for the device and wasn’t able to connect so I knew that it couldn’t be that close to me. There was no way to drive all over town to look for it, so I just drove home and hoped that somehow I had forgotten to put my Fitbit on for the day and I would find it at home.

I got home, my Fitbit wasn’t there, and I had to come to the realization that it must have fallen off at some point that day and it was lost. I emailed Fitbit support and didn’t have high hopes on a good resolution. I had recently emailed them to get a new clip because my old one broke. And they sent me one at no cost and the day I lost my Fitbit was the first day I used the replacement clip.

So my email to Fitbit was more about how the replacement clip was likely defective and I wanted to let them know about it. They emailed back pretty much right away and let me know what time my device connected with my phone last. I thought back to that time and it was while I was walking near Hollywood and Highland. There is no way that someone hadn’t picked up the Fitbit and took it or that it was run over by a car. I knew it that I had to get a new device.

But fortunately, Fitbit let me know that there were going to send me a new replacement device at no cost! It was going to take a little over a week to get it to me, but that’s better than me paying $100 for a new one! I’ve heard of other friends getting a free replacement device, but I thought that since I had just gotten a free replacement clip that there was no way they would now send me a device. I was pleasantly surprised to be wrong!

It did feel weird not to have my Fitbit on me. I tried to do as many steps as I could, but I wasn’t able to get a decent count of them (my phone tracks steps, but I don’t aways have my phone on me as I’m walking around my house. Finally, on Monday my new Fitbit arrived!

It’s a different color than my old device, but I was able to get it set up pretty quickly and got started back at my challenges right away! I probably won’t win challenges this week because I pretty much missed all of Monday, but that doesn’t mean that I can’t get back to my 10,000 steps a day streak! I’m excited to be back on track with my steps and to have all the steps counted (and not just counted when I have my phone).

It’s so funny how much I didn’t care for Fitbit the first time I had it, but when I was without it last week I felt lost. I’m just glad that I have it back and I’ve gotten proof that Fitbit really does care about their customers and has awesome customer service!

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