Fitbit Force: Customer Support

When BMR reviewed the Fitbit Flex we discovered that Fitbit doesn’t offer telephone based customer support. This is an unfortunate decision – although it’s one that’s working well for the company because their products continue to thrive. For our purposes though, it means there’s no credit on this issue for the Force.

SUPPORTFitbit ForceJawbone UP24Nike+ FuelBand SEPolar Loop
Customer Support -
email and voice
(must answer w/in
5 rings with correct
answer or within 24
hours via email)
NO PHONE
SUPPORT https://help.
fitbit.com/
customer/por
tal/emails/new
800-529-2663
support@jaw
bone.com
800-379-6453
http://nikeplus.
nike.com/plus/
support/#contact
800-227-1314
customer.ser
vice.usa@
polar.com
Email
Q1 how long is the
warranty
1111
Q2 how long does
the battery last
1111
Q3 can I download
data to spreadsheet
1111
Phone
Q1 how long is the
warranty
0110
Q2 how long does
the battery last
0110
Q3 can I download
data to spreadsheet
0010
Online Community
Help/Tech Support
Section?
1111
Challenges/Events/
Engagement?
1111
Customer service
via mobile app?
0010
TOTAL5795

Email support proved to be very good and our test inquiries (detailed on the All Data page) all received a response within a few hours – well within the 24 hour time limit BMR typically enforces. Add to this a steadily improving support section on Fitbit.com and thriving communities dedicated to more support issues, socializing, and challenges/engagement and the result is a performance that’s just a touch below average. If the Force has a weakness it may be the lack of phone support – buyers will have to decide how important phone-based support is to them. If it’s a crucial consideration, Jawbone and Nike are the best logical alternatives based on our reviews.

Let’s wrap this up in the Conclusion.