Disclosure: I am participating in the Verizon Health and Fitness Voices program and have been provided with a wireless device and six months of service in exchange for my honest opinions about the product.
So we all know that things don’t always work out the way you want or expect them to, but what I’ve been working on lately is being OK with the fact that those things DO happen and then (especially when they’re out of your control) figuring out how to move forward and not dwell on things. I have more thoughts on this, but my most recent less serious example of this is something I like to call “The Fitbit fail.”
As a Verizon Voices Ambassador, you might recall that one of the devices I am getting to try out is the Fitbit One. I was (and still am) ecstatic about this because I love love LOVE tracking things and the Fitbit is so much smaller and more high tech than the old pedometer I used to wear around. And the other tracking features were really appealing, too.
But a couple of weeks ago, I had to contact Fitbit support because my tracker would just randomly stop responding to movement. I had already done some troubleshooting on my own, but the suggested “quick fix” of resetting the device would only solve the problem for a couple of days and then it’d start happening again. Frustrating. And none of the other VZW Voices bloggers seemed to be having any problems.
My frustration didn’t last long, because as soon as I reached out to their support team I was super impressed with how quickly they responded and after some more troubleshooting, they offered to replace my device. Together, with the wonderful folks at Verizon, I received my brand new Fitbit just a couple of days later and I’m back in action! And I’m happy to report that I’m not having any of the issues I was having before.
Now that I’m back up and running, I’ve been a little bit obsessed.
And I love earning badges!
So, basically my point is that while I think it’s cool to try different products, things can go wrong — malfunctions and s*** happens, so good customer service is essential. Because it’s much easier to just get annoyed and dwell on the disappointment of a dysfunctional product if the company doesn’t want to help you solve the problem.
Do you agree? Do you have any stories about stellar/terrible customer service?