Do not just own a product for what it is, own it for great customer service and the company that stands by its product. If your Fitbit Surge strap broken, read along.
Fitbit is the market leader in activity trackers and sells many different trackers to suit your style. TechAdvisor has done a great job in comprehensive comparison of Fitbit trackers. I started using Fitbit Force several years ago and loved the idea that I could track my fitness activity without any extra effort. A lot of my friends have Fitbits and you can find tons of Facebook updates on how everyone loves their Fitbit.
I have since upgraded my Fitbit to FitBit Surge. Fitbit Force was working great but I returned it when there was a recall due to the band causing skin rash. Fitbit addressed the skin rash concerns and stood by their product regardless of the financial loss on the recall. Fitbit refunded the full price of Fitbit to everyone who participated in the recall regardless of the age and condition of the Fitbit. I was happy to see a company do such a thing in this day and age.
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When the Fitbit Surge came out, Fitbit offered a 20% discount as a previous owner and I was a happy Surge owner. Due to regular use, the Surge was little banged up over a period of 18 months. The band started to peel off and I started researching on replacing just the band. I was a little disappointed that the Surge band could not be replaced due to its design.
I decided to call customer service and I wasn’t sure whether the Fitbit would still be under warranty. Unfortunately it was 6 months past the warranty and instead of turning me away, the awesome customer representative offered me a 25% discount on any of the newest Fitbits. I was still not sold on parting ways with my Surge just yet and felt that after spending 300$, the product should last a bit longer. I presented my concern to the customer representative and mentioned that I was a loyal Fitbit customer. She thanked me for been with Fitbit and put me on hold while she discussed options with her supervisor. After a brief hold she came back and Voila! She offered me a FREE brand new Fitbit Surge with free shipping. She even mentioned that I can keep the old Fitbit and could recycle it if I wished.
By her actions, the customer representative ensured that I remain a happy Fitbit customer for life and indeed I am, due to my experiences with the company so far. In a world with new products coming to the market almost daily, brands need to be cognizant of the customer experiences with their products and customer service to maintain a loyal following. Go Fitbit !