Warranty replacement process with Customer Support

[dmdonna]

Just wondering if anyone has ever called customer service about a broken fitbit and when asked for email they don't have yours, they tell you how to check your account and there is a completely unknown email address there.  After resetting it with my password.  They tell me they already replaced my fitbit last month??? But can't tell me anything else.  Not to who or where it was sent? 

And they don't know what they will do about my broken fitbit.

Moderator Edit: Clarified subject

[Rich_Laue]

This is when you ask to have your case escalated. 

You should also seriously consider rethinking your re-use of passwords. It sounds like your account was hacked. 

[dmdonna]

Thanks for your response. I did send them a very long detailed email.
After they sent me an email asking if I was satisfied with my talk with
customer service.
I did change my password. I change my others just never expected fitbit
could be hacked?

I'll call them again. Ask to be escalated.

I hate being without my fitbit on my wrist.

Thanks again for your suggestions.

[Rich_Laue]

Fitbit hasn't been hacked yet. That is why it more likely that one of your other accounts where hacked 

[dmdonna]

Thank you for your information.

[RicardoFitbit · Accepted solution]

Hi @dmdonna, welcome to the Community Forums. 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated.

Since you already received assistance from our Customer Support team, I’d suggest you contact them back if you require further assistance or if you have any additional questions about the outcome of your case.  

@Rich_Laue Thanks for your help.

Let me know if you have any additional questions, I'll be around.

[Momma_Hi_Sky]

• When I got my Versa 3 for Xmas, I've bought the extended warranty with SquareTrade. Within a month, the screen cracked and the device would NOT SYNC. So I contacted Fitbit.
• They wouldn't cover the defective device and sent me to SquareTrade.
• So, I've contacted SquareTrade and they sent me a replacement, which they claim it was "brand new".
• That replacement was defective too - heating up every time I've turned the device on and eating up the whole battery in less than 30 minutes.
• I didn't trust that SquateTrade would send me a functioning device, so I've contacted Fitbit then -  and told them the replacement device was DEFECTIVE ALSO.
• FITBIT purchased a Fedex shipping label for the replacement device, sent it to me, and I mailed the device back to them.
• It has been a month ever since,  and I've received no replacement whatsoever.
• The device was sent thru FedEx and FedEx lost it. I've contacted FedEx and for 7 DAYS they keep telling me that it's "on transit".
• Fitbit refuses to even check with their shipping department to find out where the replacement is, or to even contact FedEx at all to enquire about it. Again, they were the ones who purchased a shipping label from Fedex. 
• I feel robbed. It's not my fault they are selling defective devices. Now they don't even honor the 1-year warranty  contract they promised with the purchase.  What a disgraceful company. I'm never purchasing any Fitbit again, and I discourage any of my friends and family to do so.