Lack of wow.
I know you expected some long rant and anger-fueled story about how support screwed me over. But the fact is, they didn’t.
My Fitbit is broken, they don’t make the model I have anymore and don’t repair broken models. So they offered me a discount on a select upgrade (not the one I was interested in) and bid me good luck. Nothing sinister.
But one of the things I look for in a company when I purchase a product and then need support or another model of item is that “wow” experience. My rule of thumb is that a bad experience gets me to look elsewhere immediately. While there are exceptions to that, it has served me well so far.
A wow experience gets me to be a repeat customer (Apple products, AT&T in-store support, iThemes support/sales). But a “meh” experience usually means that I move on at the next point I need said product.
With so many competing products in almost every space, especially fitness trackers, it is imperative that companies offer excellent customer service. Good isn’t good enough anymore. I honestly wasn’t looking for a free device or even an obscene level of diagnostics. I wanted a friendly person who could tell me exactly what was wrong and then offer sound advice.
What I got was a clinical technician who was pushy about upgrading to a model I wasn’t interested in and was obviously trying to reach a quota of chats. While she was not overly rude or untrained, it was just that, the training, that obviously needed help. There wasn’t any compassion or character in the experience.
So while Fitbit was a decently good product while I had it, and their website design is quite beautiful, I’ll be moving on in future fitness tracking devices. In fact, I’m super excited about the upcoming Apple Watch. But I’ll also be looking at others. I’d love to hear your recommendations. I’d also love to hear if you have had any “wow” or “meh” experiences recently.