On Wednesday I wrote about my disappointment with the Nike Fuelband, because the gadget stopped working after I had to upgrade the firmware. I was frustrated because I had started to become addicted to the Fuelband until it stopped working, and therefore I was ready to change to the Jawbone Up or the Fitbit One.
I didn’t really expect a reply from Nike and I also did not send them a link to my blog post. But within 2 hours of putting my post online the Nike social media team in the US contacted me through Twitter to see if they could help. The next morning a friend at Nike China contacted me to discuss the problem and at night an English speaking member of the Nike support hotline in China called me. Wow!
While having our Thanksgiving dinner the doorbell rang and a Nike delivery person handed me a new Fuelband. Right after that the Nike support person called me and told me he wants to help me to see if the old Fuelband can still be ‘unbricked’. He is going to call me back today at 2 PM and if it works I may have 2 working Fuelbands this afternoon. Thanks a lot Nike, this is world class support and I will (of course) start using the Fuelband again. Other companies can learn from this, Nike FTW!