Charge 5, Could not sync to phone.

[WAHUNTERJR]

Could not sync to phone. Spoke with customer service. They couldn’t fix. Got returned authorization and returned product. Just received email my case was closed!!!! I have not received a replacement for the defective product I purchased. Is this how you treat your customers?

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @WAHUNTERJR. 

I appreciate the information and feedback that you've provided about the Charge 5. 

If you received a message saying that your case was closed, keep in mind that this is an automatic process. I've been informed that your case is still being processed and you should be receiving and update soon. If you have further questions about the status of the return process, I recommend that you chat with us online or give us a call for a faster reply. You can click here to get connected. 

Thanks again for taking the time to share your comments and feedback about the product. 

[WAHUNTERJR]

I have received NO updates. When can I expect to receive my replacement for the defective product I purchased? It was returned to you on May 16

[DavideFitbit]

@WAHUNTERJR Thank you for sharing your feedback about this. I'm sorry to see that it's been taking a long time to receive more information. 

In this case it will be necessary that you continue the communication with the Customer Service team so they can provide you more details about the return process; they have specialized tools to help you with this. For a faster response, I recommend that you use the online chat option or that you give us a call. Please click here to get connected. 

See you around. 

[WAHUNTERJR]

I am DONE talking and emailing only to get NO satisfaction  I advised customer service today after over a half hour of lost time I was contacting the credit card company and filled a complaint. I have been more than patient with your company 

[DavideFitbit]

@WAHUNTERJR I'm sorry to see that it's been taking a long time to get a resolution with the Customer Support team. 

Thank you for sharing all your feedback about this experience. 

[WAHUNTERJR]

I was so frustrated on Wednesday on the phone call , which lasted over a half hour, while on hold for who knows how many times I called the credit card company and put the charge in dispute. I feel I was more than patient waiting for a new product to replace the defective one you sent me. I wanted the new one for vacation next week and knew with all the delays I would NEVER receive it in time. That is why when I got NO satisfaction from you I was forced to put the charges in dispute and move forward

William Hunter

Sent from my iPhone