The Fitbit is a tiny motion-tracking gadget that tracks your steps and other information about how much you move around, then uploads it to the Internet to calculate how many calories you’ve burned. It’s immensely useful, but something that you clip to your clothing during all waking hours is bound to get lost. And Greg’s did. He contacted the company to close his account and adjust to accelerometer-free living, and that’s when he got a surprise.

I dropped my fitbit while walking and since it was my own fault I just chalked it up to bad luck and moved on. When I went to cancel my account with fitbit I received the response below from the company. This is what I call amazing customer service and I feel they should be applauded for their efforts. (Please only include my first name and not my email address if this is somehow published)

Hi Gregory,

We are very sorry to hear about your lost Fitbit.

Before cancel your account, we would like to get you back on track with a complimentary replacement.

Could you please provide us with the following information:

– Was your tracker lost with or without your belt clip?
– Copy of purchase receipt.
– Your first and last name.
– Your preferred shipping address.
– Your phone number.
– The email address that your tracker is paired to Fitbit.com with.
– Preferred tracker color: White, Charcoal, Lime, Magenta or Blue. (We will do our best to accommodate your color request, but can not promise that your preferred color will be in stock).

Thank you very much for your time with this.

Sincerely,
[redacted] and the Fitbit Team

How nice! Let this serve as a reminder to hang on to your receipt if you have a Fitbit and are prone to losing things.

Want more consumer news? Visit our parent organization, Consumer Reports, for the latest on scams, recalls, and other consumer issues.