Sometimes, a company does something delightful that brightens your day, even when you were the one who dampened it.
And today’s goodwill company is Fitbit.
Last Thursday, I had a great time visiting the Mammoth Cave National Park in Kentucky with some friends. We visited cave tours, including the Violet City Lantern Tour, where we only had the illumination of gas lanterns throughout the three-hour long tour.
Before the trip, I have been using my Fitbit One to track my daily activities. I was averaging about 4,000 ~ 6,000 steps per day at the office. So I was excited to see that number finally exceeding my 10,000 steps/day goal during the trip.
Unfortunately, somewhere along the darkness, the Fitbit One was lost.
I was sad.
When I went home that evening, I Googled “lost fitbit” in an attempt to somehow find a way to find it.
While looking through the documentation, there was a link to contact Fitbit. Now, I know the device was lost somewhere out in Kentucky, so there’s little they can do to retrieve it for me. Yet to my surprise, after a few email exchanges (where I also sent them my receipt), I received this message:
You may go back to the store where you purchased the tracker to get the replacement. If at the store they’re not willing to exchange it we can do it for you.
Long story short, I received my replacement Fitbit One from Fitbit in the mail yesterday.
It took just 5 days from our initial exchanges 6 days ago (March 21st), to receiving the replacement (March 26th). Incredible.
Throughout the entire process, they did not make me feel bad for losing the device (even though it’s entirely my fault). Nor did they drag their feet on sending out the replacement. So it’s only reasonable for me to pass on the goodwill, the good karma.
Rather than reading about the comparison of the similar devices, perhaps it’s stories like this that make a product stand out.
Sidenote: I have been using the “Moves” app on iPhone as a substitute. It does its job fairly well, with interesting infographs. But I forget my phone way too often to make it useful.