Steps not syncing to Challenges

[Ronnn1974]

I have been having a problem with my fitbit app not synching steps to my challenges. I have escalated my concern 4 times in the past 2 years  I keeping getting the stock " this is a known issue and we don't know when it will be resolved but our tech people are working on it".  I have been in contact with the highest tier of support available and they stopped answering my emails.  Is there anyone else having this concern? Does anyone know how a customer can get in contact with someone who can actually help? 

Moderator Edit: Clarified subject

[SilviaFitbit]

@Ronnn1974 Hi there. 

Thank you for sharing that you've been in contact with our Support team. Your feedback is appreciated, rest assure that we're always working to provide a good customer service. I was able to see that our team has been assisting you through email, in order to avoid any confusion or misunderstanding, please continue the communication with them, they are the ones who will advise on the next steps for this situation, rest assure that we do our best to assist. 

Have a nice day. 

[Ronnn1974]

This is exactly why I haven't had my issue resolved.  The point I want addressed is how can I push my concerns to a level higher. The current level of escalation has been over 2 years. You say that I should rest assured that they are working fox fix this. That is false as over 2 years had past and I'm getting no resolution  

As for emailing with the top tier support team, they stopped answering me on March 11. I sent questions to Brooke and to this date have gone ignored. I resent my query on the March 22  still no answer. Last week I phoned in to escalate this again, was instructed that because I have an open case, nothing more can be done. I request contact with his supervisor.  This manager said he requested an email response to my concern. To date, no one has responded.

So, explain how you can tell me fitbit is working to make my customer experience better? 

Ron

[SilviaFitbit]

@Ronnn1974 Thank you for getting back. I appreciate that you've shared your experience with our Support team. I was able to see that you've been in contact with our team through phone and email, in order to continue with the process please follow their instructions, each step they provide is necessary. 

Have a nice day.