Fitbit Flyer User Experience Evaluation: No Wires or Phones. Support Needs to Step Up
I’ve mentioned previously that a great digital user experience (UX) is built by the whole journey, the context of use and all it touches it, that the user or wearer encounters on way to getting the job done. I’ve taken this approach too with my assessment of the Fitbit Flyer wireless fitness headphones.
The Fitness Job To Be Done (JTBD)
Listening with music while keeping track of pace and distance, and having access to other information is part of my job to be done when running (my main fitness activity) or working out in the gym. Being able to do this without all wires and cables getting in the way is something I’ve commented on before as the way I want to go.
I like to run hands-free and uncluttered, as I often run with my dog too. The less cables and wires the better. Here we see the Fitbit Ionic with downloaded Duran Duran from Deezer, the Fitbit Flyer headphones, and my Stunt Puppy running leash for my dog.
When I got my new Fitbit Ionic I decided that the Fitbit Flyer wireless fitness headphones were a logical addition. I was also keen to compare the experience with the excellent Apple Watch, iPhone, AirPods setup. Would they solve my Job To Be Done (JTBD) - running, exercise tracking, music and sometimes with a dog in tow? We’ll see.
Fitbit Flyer wireless headphones with controller and Fitbit Ionic.
The headphones come styles to match your Ionic styling or other preferences. I’ve settled on the smaller earbuds and wings for a snug fit. The Fitbit Flyer comes with optional “tips”: different earbud sizes and fittings to suit shapes of ears for a comfortable fit.
The Fitbit Flyer comes with a range of ear “tips” to ensure a snug, comfortable fit of the headphones.
Unlike the Apple AirPods, the Fitbit Flyer earbuds are joined by an adjustable strap that connect the headphones and hold them securely around the back of the skull. The attachment band also afforded a degree of security, with no worries about losing an individual headphone as with the Apple AirPods.
Fitbit Flyer setup is straightforward, holding the “On” button for four seconds to turn on and pair with devices (up to 8 can be connected simultaneously).
Testing in the Wild
I’ve run up a half marathon with the Fitbit Flyer and Fitbit Ionic setup. The battery life of the Fitbit Flyer gives you about 4.5 hours of juice, which is OK for a reasonably paced marathoner (you get audible alerts about the power status (full, medium, low) and the time remaining: 15 minutes for example).
Charging the Fitbit Flyer is by yet another special cable, alas.
The Fitbit Flyer comes with yet another battery charging cable.
The headphones do seem impervious to sweat and water, as tested out in a rainy Paris and Dublin. No problems there!
Testing the Fitbit Flyer and Fitbit Ionic in Parc Monceau, Paris, in the pouring rain. No problems there!
Sound quality-wise, I thought the Fitbit Flyer was pretty good, using it with the Deezer app songs on the phone itself. The Fitbit Flyer controller (on the right side) enables you to not only turn up the volume, but the bass levels too.
However, I still think the Apple AirPods have superior sound quality, although they are more expensive.
Paired with the Fitbit Ionic and using the Deezer app, I have to say the experience of running wirelessly with music was awesome again, and the fact the music was on the watch and not the phone knocked me out. Awesome!
Did It Do the Job?
In all, I think the combination of the Fitbit Flyer and Fitbit Ionic offers a great wireless, hands-free capability for the fitness fan. Did they meet my JTBD requirements? Yes.
The Fitbit Flyer headphone option is pricey for what you get, and the sound quality could be a little better, but it’s a good overall experience. There are other limitations with regard to the interaction afforded with notifications and it would be nice if the Fitbit Flyer allowed a two way dialogue in that regard, but that user experience issue is a general Fitbit Ionic one, regardless of whether you use headphones or not.
And Then the Wheels Came Off
I kept using my Fitbit Flyer, but a couple of weeks after my Paris test, I noticed the audio right earbud was considerably weaker so I contacted Fitbit Support.
The customer experience that resulted was appalling:
#Wireless headphones support experiences? The @Apple chat conversational UI for Airpods wins hands down. Nothing from @FitbitSupport after 5 days and a bizarre replacement/destruction for the @Fitbit Flyer replacement #CX pic.twitter.com/W13j17hUQS
This is so disappointing from Fitbit. WTF happened? A bizarre destruction ritual, one involving cutting electrical equipment, days without responses to my case, and 7-10 business days to deliver a replacement Fitbit Flyer? I could have easily returned the one I had using the label Fitbit originally provided with the original delivery.
Fitbit Support requires “proof of destruction” before a replacement Fitbit Flyer can be sent.
I am using Apple AirPods on my runs now.
Postscript
1. Delighted to say that Fitbit sent me a replacement Fitbit Flyer along with a new tips set that arrived today (3-May-2018). It took a couple of weeks plus to get this issue issue sorted, sure, but I am back in action with the Fitbit Ionic and Fitbit Flyer combo now. Hopefully, lessons have been learned by all. So, let's keep on running!
2. Alas (June 2018), the Fitbit Flyer replacement also failed in June 2018! I contacted Fitbit Support who again sent me another Fitbit Flyer (there is no return and replace option) after I supplied the proof of destruction of the second Fitbit Flyer.
3. But they sent me the wrong colour, a white-gray version despite their own packaging slip saying blue (as it should have been). And so the Fitbit Flyer customer experience problems go on and on. I was asked to return the Fitbit Flyer to the Netherlands.
4. But, there were further communications failures with the Fitbit Support team not supplying me with the return authorization number before I returned it. In the end, after I returned the incorrect Fitbit Flyer without the return authorization number I asked for a refund of my money. I was informed that once the Fitbit Flyer was back in the Fitbit warehouse that this would be done. The Fitbit Support team asked for a tracking number for my return at this point, instead of including that requirement in their earlier communications.
We all make mistakes, sure. But based on my experience and a progression of product and support failures, I don't believe the Fitbit Flyer can survive and customers should consider other options that offer a superior overall experience. There is no simple process, oversight, or thought put into dealing with the customer when something goes wrong with the Fitbit Flyer.
So, is Fitbit really committed to the Fitbit Flyer?
5. Update: 19-July-2018. After returning the Fitbit Flyer to Fitbit in the Netherlands on 27-June-2018 I heard today that they have received the device back in their warehouse and can now refund my money. It will take another 7-10 days for the transaction to happen: “Thanks for your patience. We've received your return and have issued you a full refund. Please allow 7-10 business days for the refund to post to your original payment account.”
