Support Team not Responding

[ABBYIRE]

Hi,

Is anyone else experiencing poor or no response from Fitbit Customer support?  

My daughters Ace strap came out of the holder and after making contact and satisfying the request to provide photos I have heard nothing and have emailed several times to follow up but no reply.

Is this normal for Fitbit today?  I did have a problem with my own fitbit about 12 months ago and customers service was very active and provided a very good customer experience but no communication or acknowledgement is not what i would expect from them.  Their customer email says they reply within 2 days!

Thanks in advance.

[DramaQueenDiva]

Hi @ABBYIRE, thanks for reaching out.  I wouldn't be surprised if, on the weekends, it took a little bit longer for Fitbit to respond.  The boards tend to get more active on the weekends, which means, so do the servers, and hence, support cases.  I would try contacting them again on Monday and see what happens.

[ABBYIRE]

Thanks for your reply.  

However, I have been following up all of this week (week days) for a response to my email of the previous week, to no avail.  

[JuanJoFitbit]

@ABBYIRE welcome to our Fitbit Community! I'm sorry to hear about the wristband issues that your daughters' Ace tracker experienced. I'm also sorry to hear that you haven't received a response from our Support team.

I was able to get in touch with them and was told that they will contact you via email soon and make sure to provide a solution as soon as possible.

I appreciate your feedback and comments since this helps us to keep improving.

Thank you for your help @DramaQueenDiva!

Let me know if you have additional questions!