Blaze not charging and overheating

[himu]

Hello everyone,

Posting this here cause Fitbit support won't reply back anymore. I bought my Fitbit Blaze last year at Christmas and is still under warranty.

A month it won't charge anymore and every time I put it for charging, the pebble got overheated. Went through the forum and tried everything like restarting etc, but nothing worked. Contacted Fitbit support. They arranged for a replacement and provided me the return shipping details through DHL. I went to the DHL office to drop the return package. DHL refused to accept it as they as they can't ship faulty battery devices as they are dangerous and Fitbit already know about it.

Wrote back to support to have some other arrangement for this. Since then been more than 2 weeks and support hasn't replied back to my single email. Never expected such a bad support response. Looks like this has been a complete waste of time, money and effort on my part. Never going back to Fitbit again.

Following is the response so far

Wed 3 Oct, 15:37

Hi Himanshu,

Thanks for reaching out to us regarding your Blaze that isn't charging and gets overheated everytime.

We're escalating this case to our higher support and someone will be contacting you shortly.

Sincerely, 

 

8 Oct 2018, 17:40

Hello,

It's been a while and i haven't had an update on this. Can i please ask for an update?

11 Oct 2018, 06:47

Hi Himanshu,

Please accept our sincerest apologies for the delayed response, as well as hearing that your device is getting hot when charging.

At this time, we'd like to assist you through the replacement process. However, we'll first need you to return the problematic device to our facilities before we can proceed with a replacement.

So that we may prepare a complimentary shipping label for you, please provide us with the following information:

- Street address (If the address is a business, please provide business name, suite/floor number, etc.) 
- Suburb (if applicable) 
- City 
- State/Territory 
- Post code 
- Country
- Product color and size (if applicable) 

We look forward to hearing from you. Please let us know if you have any additional questions or concerns.

Sincerely,

11 Oct 2018, 10:38

 

Hey John,

Please find below the details you have asked for

Street address: 
Suburb (N/A)
City: Parramatta
State/Territory: NSW
Post code: 2150 
Country: Australia
Product color and size: Fitbit Blaze, Black stainless steel

14 Oct 2018, 09:29

Hi Himanshu,

First, we would like to apologize for the delayed response.

In order to proceed with your case, we've provided you with two (2) separate attachments, all of which need to be printed out and used to ship the Blaze pebble and charging cable back to us. We are unable to provide a shipping envelope or box, but any package that fits both items will do just fine.

Please print out:

1 copy of the AWB attachment
3 copies of the Commercial Invoice attachment (all need to be signed)

Please print this email, and include it with your package. If you're unable to do so, please add a handwritten note inside your package that includes case number 26925702.

We would like to mention again, and please keep the wristbands and frame as the replacement will come with the pebble and charging cable only.

Once you have dropped off the package at any DHL location, please reply to this email letting us know and we will keep an eye on its progression. If you need assistance, please take all the documents and your package to a local DHL service location to have them prepare this for you.

When the package is received and verified by our shipping team, we will move forward with your replacement.

We appreciate your help with this matter, and please let us know if you have any questions.

Sincerely,

20 Oct 2018, 11:09

Hi Ricardo,

I just went in to drop the package to DHL office for return and they refused to accept it as they say they do not ship any battery fault devices through plane due to security issue and fitbit already knows about it.

This has been just a waste of time and effort for me if fitbit already knew DHL won’t ship any faulty battery equipment.

Please advice where to go from here.

23 Oct 2018, 16:17

 

 Can i please have an update on this?

29 Oct 2018, 08:52

Any update?

 

25 Oct 2018, 06:31

Is anyone gonna do anything about this from support? My Blaze is under one year from the date of purchase and is still under warranty. I do not know where to go from here if support is not helping out. I guess I would post the entire thread of communication to Fitbit community to let everyone know how you are treated by Fitbit support.

Moderator edit: subject for clarity

[AlejandraFitbit · Accepted solution]

Hey @himu, a warm welcome to the Community.

I am sorry to hear about your Blaze battery issue, thanks for sharing this with us. Unfortunately, we don't have the proper tools to see how is your package/replacement doing. I recommend keeping in touch with our support team, I know they will be glad to offer you a solution for this and provide you with an update once they have it.

Let me know if you need anything else.