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Can't get a replacement without sending a video

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‎08-14-2022 18:45 - last edited on ‎08-15-2022 14:11 by Fitbit Moderator

‎08-14-2022 18:45 - last edited on ‎08-15-2022 14:11 by Fitbit Moderator

4 representatives in and I can't get any of them to send me a replacement device for mine which has stopped working despite it being still under warranty. 

 

They want a video of me trying to restart the device yet a 4 second video is still too large of a file size to email through Gmail. 

 

I did all the steps, it's under warranty, send me a functioning device.

 

Moderator Edit: Clarified subject

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4 REPLIES 4

‎08-14-2022 19:27

‎08-14-2022 19:27

Hi @FannieG  try making it a two part video? If four representatives have told you the same thing, I'm not sure a fifth would have a different answer. You can't get a replacement under warranty without first satisfying the request from customer support.

Stepping in the U.S.A. since September 2013. Android 14

Best Answer

‎08-14-2022 20:17

In response to Odyssey13

‎08-14-2022 20:17

How insulting can a company get?  You need to send proof that you know how to get to the restart screen on the Charge 5, or you know how to press the button on the charging cable three times?  Fitbit is really trying hard to lose customers.

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‎08-15-2022 07:39

In response to Odyssey13

‎08-15-2022 07:39

I understand there's protocol and whatnot but I shouldn't need video editing software just to get a replacement device when mine is still under warranty. If it really just needed a reset (which it doesn't, I'm capable of googling quick fixes before resorting to customer service) then they can send me a return label, clean the device, and send it to the next customer. 

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‎08-15-2022 14:25 - edited ‎08-22-2022 11:29

In response to FannieG

‎08-15-2022 14:25 - edited ‎08-22-2022 11:29

Hi there, @FannieG and @delawareBirder. @Odyssey13 Thanks for stopping by to help our member.

 

Thanks for taking the time to share your feedback about the situation. Before anything else, let me explain every case is handled individually and based on the scenario, there will be some requirements that our Support team needs to fulfill to complete the warranty claim. I appreciate your feedback and we'll keep working to improve the overall Fitbit experience.

 

@FannieG While I don't have access to your case, I've forwarded your posts to our team so they can have these details on hand. Please keep an open communication with them, as I'm sure they'll try to help you with this matter.

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