I made it through last week’s Spring Break with y’all’s nephew, his gaming schedule and expensive eating habits, only to get home Sunday night and notice the face of my Fitbit was coming off on one side. I was too tired to investigate so I rested and decided I would deal with it yesterday morning.
My Fitbit is not only a necessity because we’re in the middle of a step challenge at work that adds money to our HSA, it’s also become part of my wardrobe where I constantly look at the time during meetings to know when I can leave and say, “get somebody else to do it 💁🏾” 😂🤣.
I put it on yesterday morning where I saw the ENTIRE face was undone and the wiring was exposed 😳🫢👎🏾🙅🏾🙅🏾🙅🏾 (see pic), so I didn’t feel safe wearing it.
I saw Fitbit has 24-hour customer service, and since my device is less than a year old (meaning under warranty), I promptly called and spoke to Hugo. I already felt like I, as the customer, was doing too much work, however, I complied with taking a picture and writing my case number and country on a clear background, “otherwise it wouldn’t be accepted and you will have to do it again.” (see pic again)
I followed all the rules, despite Hugo being hard to understand…let me pause here…
I KNOW USA based companies hire staff from all over the world, however, your all over the world staff shouldn’t get in their feelings when USAers have a hard time understanding their accents and PROFESSIONALLY ask them to repeat themselves, and ESPECIALLY when their accent seems to disappear when they don’t like what the customer (🙋🏾) says 🙄. Back to Hugo…
and he confirmed he was sending a link for me to either get a replacement or 50% off an upgraded device. Now, I love a good deal and I’m a coupon queen, yet I heard my daddy’s voice saying, “Now that’s how they get you”, so I opted for a replacement. Hugo then says, once I complete the order my replacement will be sent “as soon as possible”. That’s where the conversation went left…
He heard me say I was in the middle of a challenge, my device is less than a year old, and the face is OFF, so as soon as possible isn’t good enough. Hugo took offense to me asking for a specific date or range of dates of arrival, and told me he was doing the best he could. Bless his heart, because what he didn’t know is that I’m also a customer service expert, so there was no need to take it personally…just expedite the shipping 🙄.
Hugo began talking to me like I was no longer the customer, so I told him to have a good day and hung up.
Called right back and got a woman (some bias here, yet I KNEW my issue would get resolved) who heard me, LISTENED, told me she was cancelling my order, resending me the link (that she ultimately completed FOR me), and EXPEDITING my order to arrive in 2 business days versus “as soon as possible.”
I thanked her (sadly, I don’t remember her name, we tend to remember specifics of poor experiences 😔) and told her to make sure she sends me a survey so I can be sure she’s applauded. I need FedEx to pick up the package and get it on to my house so I can walk and feel normal again.
In the interim, please pray for me…not because the challenge is easily achievable and my competitiveness is a bit overboard (mind your business💁🏾), I need prayer because I barely want to get out of bed or rise from my desk chair because my steps don’t count. Not to mention me having a meeting at the YWCA this afternoon where I planned to take the stairs (because the elevator is slow) and stay longer to walk the track to make up for the steps missed, and now I will be taking the elevator and coming back home since…say it with me…MY STEPS DON’T COUNT 😒! Y’all be Blessed…
Regardless, keep stepping so when you get the fidbit back, you’ll be stepping higher and longer.
🚶🏾♀️🏃🏾♀️💃🏾