In 2015 I was gifted a Fitbit Charge HR. Just over two years into (on-and-off) use, the battery began to run out overnight – that is, it would last less than twenty-four hours as opposed to 5+ days when new.
I read online that that’s typically how long the battery lasts on Fitbit devices, but I wrote to Asia-Pacific customer support anyway – Fitbit had (has?) next to no presence in India. The company put me through to tech support over email, who had me use the device overnight and then sync, and verified that there was a problem:
So Fitbit agreed to “review the case” even though the device was out of warranty. Over a short exchange they first agreed to replace the device as an “exception” and then, having found there were none in stock, offered me an updated model:
They also hand-held me through the shipping process and set expectations regarding customs. Since then I’ve used that Charge 2 – which is longer than I had the original.
I’ve had some good, even great customer support experiences from a few other companies in India and in the US. What is notable about this interaction was one – that it took place entirely remotely, and two – it involved multiple calls to treat this as an exception to make sure I was happy.
If only I’d use it more consistently.