| I like the Fitbit hardware (I use a Surge and love running with it) and their software is decent, but their customer service is atrocious. I found a bug triggered by hitting the "Pause" button during a run. Effectively the device paused on the display, but the underlying data they use to build maps, calculate pace, etc keeps calculating. So if you run for 10 minutes, pause for 10 when you unexpectedly meet a friend, then run for 10 minutes all of your stats are based on a 30-minute run which isn't what most runners are interested in. I documented this in excruciating detail (including showing errors in their .TCX file exports) and sent it off to their helpdesk. First response: "That is a carrier issue, but don't worry we are still counting your steps.". There was no acknowledgement of the content I'd sent or the attachments I'd included. Second response: Insisted it was a carrier or GPS issue, and not a software bug. Third response: They asked me to call their 800-number. After I declined due to being in Australia, they replied and insisted that the call would be free, because it's to an 800-number. Fourth response: THey are "Blessed" I contacted them. No acknowledgement of understanding of my issue. It seems clear that their customer service team are not familiar with day to day use cases of their products, particularly the high-end running watch. The free phone call stuff is amusing but hints at a team that aren't aware of who their customers are. Again, I like my Surge watch and their software is pretty good. Integration to Strava is great. But there's a pretty good chance they'll be overtaken by a future Apple watch with GPS in it. [Edited to be less snarky] |