Sunday, August 21, 2016

My Fitbit and me

I got my Fitbit in June, 2013—I wasn’t sure how much I’d use it, or if it would change my workout behavior or activity levels. But I was willing to spend $100 to find out.

Turns out I loved it. I like the days when I hit the 10k mark for steps and get the light display and buzzing wrist, I like seeing my friends and where they are in their steps (I’m always third), and I love, love, love that I can set a daily alarm. There’s something far more civilized about waking up to a buzzing wrist rather than the abrupt loud blatting of an alarm clock.

Two weeks ago, my beloved Fitbit quit taking a charge. I went through all the recommended steps to troubleshoot the issue, and ended by calling customer service (the last step when nothing else works). The conversation was a bit surreal. The customer service rep didn’t speak American English as a first language so the tone of the exchange was beyond polite, especially the way he said my name (Ee LIZ ah beth, very precisely).

He walked through all the trouble shooting options and then looked up my account. There was a longish pause (long being relative when you are talking to a call center employee and they are measured by call handling times).

Customer service rep: Elizabeth, you bought your Fitbit in June of 2013.
Me: That’s correct.


CS: So you have had your Fitbit, Elizabeth, since June of 2013.
Me: Yes, that’s correct


CS: Elizabeth, the warranty period for the Fitbit Flex is three hundred sixty-five days.
Me: OK


CS: Elizabeth, that means your Fitbit is no longer covered by a warranty.
Me: OK

Longer pause

CS: Because the warranty is for three hundred sixty-five days, Elizabeth.
Me: Yes, I understand.

I think he thought I was going to get mad. But honestly I called because the website said if you do all these troubleshooting steps and still have issues, then call us.

Long story short (with much more exquisitely polite conversation), he offered me 25% off the purchase of a new Fitbit. I hadn’t asked for that, or asked for anything actually, but I was sure pleased to get it.

Thank you and good-bye
Once the new one got here, I told Kent I felt a little sad just tossing the old dead one. After all, I’ve traveled to three continents with it, and gone to seven countries and a whole bunch of states. He asked if I needed to thank it for its service a la Konmari and I realized that yes, actually, I did.

So that’s what I did, I thanked my dead Fitbit for its service and moved on. My new Fitbit is performing like a champ, my wrist no longer feels inappropriately naked and I’ve got my preferred morning alarm all set up.

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