Registered?

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Lots of companies want you to register the product you purchased. Probably so they can track you or something, but hopefully it is because they want to provide you with excellent customer support when the product breaks or malfunctions or something.

Why then, if they want you to do this, does it have to be so difficult?

I went to the Ryobi website to register a product and to make sure the warranty was going to be there if needed. I signed into my account and the very first thing I noticed was that EVERY page I went to the “live chat” box popped up, even after closing it. Annoying…

When I finally got to the product registration page and inputted the model number, the correct product doesn’t come up. WTH? I searched through everything that was suggested and they were the right type of tool, but not even close to the correct model.

So, I had to use the “live chat” after all…only to have to agree to have them send me an email so they could get all the pertinent product details and then they would register the product for me and confirm via email that it was done.

I am still waiting for that email.

Again, this is a large tool company. It’s their website.

Think it should work correctly? Think it is good customer service to have the customer go to your website and then they can’t do the thing they were directed to do on the website in the first place?

Not even remotely.

I hope I get a satisfaction survey…

fitbit – one last chance

This is a love/hate story. I can’t think of anything else to say about what you are going to read. I love the idea of the product, but the execution of said product hasn’t been great, nor good. Thus, I find myself loving the product and hating it at the same time.

Bear with me here. This is a long, complicated story with lots of history. I’ll do my best to condense it to a cohesive, frustratingly loud, “Aarg!” and head shake.

It all started with the fitbit Charge. It was small enough to wear comfortably but large enough to be helpful and readable. It had features I liked and it was convenient enough to wear. Then the troubles started…

The bands on the Charge were not holding to the molded plastic inside and the rubber started peeling away from the unit. Eventually the band would just wear out and would need to be replaced. I wore it as long as I could. Luckily the warranty from the store it was purchased from hadn’t expired yet. They replaced it free of charge. But, it didn’t last long and they were again going to have to replace it because of the same issue. This time I decided to pay the difference and upgrade to the Charge HR.

This time the band on the unit seemed to be much better and lasted longer. But, after about a year, the display screen started having issues and it got hard to read. I made it last as long as I could until is just up and died (at least the screen did).

I missed having it on my wrist and they had a new version of the Charge out, the Charge 3, so I bought it off of Amazon. I was happy with it. Bands were good. It had more functions than I had previously. All was going good until…about eight months into it the display screen started to do strange things. At first, it started loosing lines of pixels. As more and more started to drop off, then the screen turned almost a light white color – like someone had turned the contrast up and it no longer had much.

I contacted customer support after doing some research and seeing that other users were having similar issues. I took pictures (sorry don’t have those any longer) and they walked me through some reset functions and finally determined the screen was bad and since it was under warranty they sent me a new unit. I got the replacement, put the bands from the old one on it and off I went.

Less than four months later, I am contacting customer service, again. This replacement unit, which I highly suspect was a refurbished Charge 3, was beginning to display the same issues as the one it had replaced (see top of photo below). There were lines forming in the display again and it was losing pixels. We of course go through the whole process of “Did you try this? Or this? How about that?”

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Now, I am starting to get irritated. Look, you have a bad product, parts, design, something. I want my money back. I don’t want another replacement of this product. The best they will do for me is replace it or give me a 50% discount on another product. As if my confidence isn’t already worn down, “OK, whatever. I’ll give you one more shot.”

So, I took my 50% discount to their products page and purchased the fitbit Versa 2. With the discount it was actually less expensive to buy it now than with any of the Black Friday specials the stores were offering. So, I’ll jump in cautiously.

Product arrives and I open it up to set it up. Immediately I am met with this thought as I go to charge the unit, “Who was the designer of the charger and how did this idiot get it approved for production?” Seriously, my confidence is already not real high on your product and then you send me this?

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fitbit, you’re really gonna have a large faced product that will sit sideways on a surface so that it can’t be seen or used while it is charging? REALLY? 

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I was a little wary of getting a large faced product since that is the reason I don’t really like wearing watches, but so far the larger screen isn’t the issue. Design. Design is the issue, at least for the charger. Not a good start, or first impression. My confidence isn’t high in this product but we’ll see where it goes. This may be the final product I ever purchase from them.

I was already eyeing the Apple Watch, so it may not be far off in my future.

Ambassador

close up of human hand

Photo by Pixabay on Pexels.com

Why is it that every marketing campaign that involves a give away wants to contact you via email?

I was at a home show this last spring and every drawing a vendor had at the event requested an email address (among other contact details). Do I really want to give away my contact info if you’re gonna spam me with info? How do we even know someone one your drawing?

I recently got and email from a company who’s products I really like. They were doing a drawing for a whole bunch of gear from some other companies, including their own, that was worth like $7500. Sweet! Then you read the fine print any by filling out the form, which included your email address, you were agreeing to have the other companies send you marketing emails. Um, no. I didn’t sign up.

I get it. Everyone wants to sell their products and the best way to do that is to spam people who really don’t want to know everything about your products. But good golly, why can’t people just give stuff away without a catch??

Want good marketing of your products? Give it to me for free and then let me tell everyone I know about it because I like the product and use it myself. That would get you sales!

So, if there is anyone out there who is willing to sign me up as a “Brand Ambassador,” I am ready to sign on the dotted line. Hit me up in the comments and I’ll email you to follow up. 😉