Charge 5 Warranty replacement

[jsey21]

Did this ever change? It is December 2021 and I cannot get an update on the warranty I sent in over 3 weeks ago. Fitbit doesn't care at all.

Moderator edit: updated subject for clarity. 

[AndreaFitbit]

Welcome to the Fitbit Community, @jsey21. Thank you for sharing your warranty inquiry.

I understand how frustrating this could be and I noticed that our team already got in touch with you today. 

Keep on visiting the forums. 

[jsey21]

Nothing has really changed. Somehow, it magically left LA on 11/27 and then left LA again on 12/8. You can see it left and arrived in Phoenix, AZ on 12/9 and again on 12/10. If I see my replacement (which is now well over a month) before Christmas, I will be amazed. I can see that Fitbit really does not care if I get a replacement under warranty or not. This device failed within a week and I have waited over a month for a replacement. This is the worst customer service I have ever seen in my life.

Travel HistoryDate or Time City & State Status

Friday, December 10, 2021
2:21 PM	PHOENIX, AZ	Departed FedEx location
12:37 PM	PHOENIX, AZ	Arrived at FedEx location
Thursday, December 9, 2021
11:05 PM	FEDEX SMARTPOST PHOENIX, AZ	Departed FedEx location
8:54 PM	FEDEX SMARTPOST PHOENIX, AZ	Arrived at FedEx location
Wednesday, December 8, 2021
5:14 AM	LOS ANGELES, CA	Departed FedEx location
Monday, November 29, 2021
4:45 PM	CHINO, CA	In transit
Sunday, November 28, 2021
10:18 PM	CHINO, CA	In transit
Saturday, November 27, 2021
9:30 AM	LOS ANGELES, CA	Departed FedEx location
4:22 AM	LOS ANGELES, CA	Arrived at FedEx location

[jhartmich]

OMG dude! Our watches are on the same truck(s)!

I just logged in today. I couldn't believe it but my broken watch is taking the exact same route!

I am so pissed at Fitbit. I got my new Amazon Halo watch yesterday. I won't buy another Fitbit knowing what I know now. They have horrible customer service. They don't care if it takes months. I still say for the size of the watch, it would have cost them pennies more to air freight this thing and get a new watch back to us. Live and learn. And my annual subscription ticks away and I have no watch to just it with! Horrible company!

[jhartmich]

Can't you people do ANYTHING for us. It was YOUR LABEL why this thing is taking forever through FEDEX. Why no air freight? 6 days I used this thing and it's been gone for 3 weeks already, and who knows when I will get my replacement! No one cares! I'm so disgusted with all of Fitbit!

[drink-sugar]

Hey jhartmich I have also ordered a watch from Amazon and it's Amazon View. Is yours Halo or View, just wanted to know how it's working specially sleep tracking? Thanks

[jhartmich]

It's called the Halo View. It does some things my Fitbit doesn't, Fitbit does some things the View doesn't. Its too early to tell. I had the  Charge 4 for 2.5 years and was fine with it but I lost it. Bought the Charge 5 that day because I needed a tracker and it's been nothing but do disappointment. Anyone can buy a product. You don't know anything about a company until you need them. Knowing what I know now, I will never buy nor recommend anyone deal with Fitbit. Problems happen, I get that, but **ahem**, do your best to rectify the situation quickly. I have ZERO information when I will ever get my replacement watch (as my wasted Premium subscription wastes away), hence, I bought something else. 

[jsey21]

I hope something gets figured out soon. I bought this as I was having trouble sleeping (or staying asleep really) and was hoping to get some data to see if I could figure out what was happening. Well, got one week and then it died. Oh, and this was the second one that failed in a week. The first unit I had, you could not get the screen to switch using your finger. I sent that one back through Amazon and I guess I should have done the same here. I figured I would help Fitbit investigate an issue and send it directly to them, but that is a mistake I will not make again.

[jhartmich]

I bought mine through Best Buy so I don't have a choice but to deal with Fitbit. Like you, THAT won't happen again. 👍

[drink-sugar]

Sorry to hear about your return/exchange experience about Charge 5. I am expecting my Amazon View tomorrow, hopefully all is good. 

[jhartmich]

My return route looks just as crazy.....

TODAY, it now says it will be delivered on December 15th.  Yesterday, it said the 8th!  NEVER AGAIN!!!

Wednesday, December 8, 2021
6:30 PM	FEDEX SMARTPOST PHOENIX, AZ	Departed FedEx location
3:32 PM	FEDEX SMARTPOST PHOENIX, AZ	Arrived at FedEx location
8:48 AM	PHOENIX, AZ	In transit
Tuesday, December 7, 2021
8:08 AM	LOS ANGELES, CA	Departed FedEx location
Saturday, December 4, 2021
2:49 AM	LOS ANGELES, CA	Arrived at FedEx location
Friday, December 3, 2021
11:52 AM	VICTORVILLE, CA	In transit
12:30 AM	NAVAJO NATION, AZ	In transit
Thursday, December 2, 2021
11:32 AM	AMARILLO, TX	In transit
Wednesday, December 1, 2021
10:45 PM	BUCKLIN, MO	In transit
11:28 AM	INDIANAPOLIS, IN	Departed FedEx location
Monday, November 29, 2021
2:49 PM	INDIANAPOLIS, IN	Arrived at FedEx location
Wednesday, November 24, 2021
7:40 PM	OAK PARK, MI	Left FedEx origin facility
1:27 AM	OAK PARK, MI	Arrived at FedEx location
1:27 AM	OAK PARK, MI	At local FedEx facility
Tuesday, November 23, 2021
4:28 PM	OAK PARK, MI	Picked up
Monday, November 22, 2021
5:20 PM	DETROIT, MI	In FedEx possessionTendered at FedEx location
1:39 PM		Shipment information sent to FedEx

[jsey21]

OMG!!!! Mine just pushed out the same!

Is this just changing dates or are our shipments literally on the same truck?

[jhartmich]

LOL...I don't know dude, but I'm guessing our broken Fitbit's are on the same truck!  One of the mod's here blamed Fedex.  I don't buy that crap.  Like I said, that watch weighs the same as a few stamps.  There is no reason they could not have given us an Air Freight return label.  I understand things break, but do your part Fitbit and try to correct the situation quickly.  If I'd known the label they gave us was going to use the ABSOLOUTE  slowest method of shipping, I would have paid the air-freight fee myself. 

My Guess:  There are so few watches available because they are either broken and awaiting replacement, or, they are stuck on an ocean-liner out to sea, that they are trying to slow this process down.  What other reason could there be?  They have to admit this is a horrible response to a problem.  I wonder once they DO receive our watches, is it going to be ANOTHER month until we receive the replacement??? Horrible, horrible customer service!  

[jsey21]

I get another week of nothing!!!

Two days ago, it was due to deliver 12/15, but yesterday said that there was no update. 

I've no idea where Chino, CA is, but I am wondering how many times this package will arrive and leave that location as we are on two already.

Scheduled delivery:
Tuesday, 12/21/2021 by end of day

IN TRANSIT

Arrived at FedEx location

FEDEX SMARTPOST CHINO, CA

GET STATUS UPDATES

FROM

SAN FRANCISCO, CA US

TO

CALEXICO, CA US

• Travel History
• Shipment Facts

Local Scan TimeOriginDestinationOthersTIME ZONE

Travel HistoryDate or Time City & State Status

Thursday, December 16, 2021
10:44 AM	FEDEX SMARTPOST CHINO, CA	Arrived at FedEx location
Tuesday, December 14, 2021
11:13 AM	CHINO, CA	In transit
Monday, December 13, 2021
11:04 PM	CHINO, CA	In transit
9:59 AM	BLOOMINGTON, CA	Departed FedEx location
Saturday, December 11, 2021
9:47 PM	BLOOMINGTON, CA	Arrived at FedEx location
Friday, December 10, 2021
2:21 PM	PHOENIX, AZ	Departed FedEx location
12:37 PM	PHOENIX, AZ	Arrived at FedEx location
Thursday, December 9, 2021
11:05 PM	FEDEX SMARTPOST PHOENIX, AZ	Departed FedEx location
8:54 PM	FEDEX SMARTPOST PHOENIX, AZ	Arrived at FedEx location
Wednesday, December 8, 2021
5:14 AM	LOS ANGELES, CA	Departed FedEx location
Monday, November 29, 2021
4:45 PM	CHINO, CA	In transit
Sunday, November 28, 2021
10:18 PM	CHINO, CA	In transit
Saturday, November 27, 2021
9:30 AM	LOS ANGELES, CA	Departed FedEx location
4:22 AM	LOS ANGELES, CA	Arrived at FedEx location
Wednesday, November 24, 2021
5:53 PM	FEDEX SMARTPOST CHINO, CA	Departed FedEx location
Monday, November 22, 2021
11:16 AM	FEDEX SMARTPOST CHINO, CA	Arrived at FedEx location
Thursday, November 18, 2021
3:32 PM	CHINO, CA	In transit
3:23 AM	BLOOMINGTON, CA	Departed FedEx location
Wednesday, November 17, 2021
10:02 PM	BLOOMINGTON, CA	Arrived at FedEx location
Tuesday, November 16, 2021
12:44 PM	OLIVE BRANCH, MS	Departed FedEx location
6:54 AM	OLIVE BRANCH, MS	Arrived at FedEx location
Monday, November 15, 2021
11:39 PM	HATTIESBURG, MS	Left FedEx origin facility
6:33 PM	HATTIESBURG, MS	Arrived at FedEx location
4:35 PM	HATTIESBURG, MS	Picked up
Saturday, November 13, 2021
2:35 PM	HATTIESBURG, MS	In FedEx possessionTendered at FedEx location
Friday, November 12, 2021
8:20 AM		Shipment information sent to FedEx

[jsey21]

Still nothing!!! Does Fitbit care about customer service?

[jhartmich]

They don't give two sugars about us at all! Mine now says they 17th. We'll see how long this lasts. It also went from Arizona to California, back to Arizona, add now back to California. WORST CUSTOMER SERVICE EVER. OH, and the mods are pretty quiet lately. Do you think they relay any of this back to the office?

[jsey21]

Not sure... the Moderator above did note that they saw that I had been contacted, but there has been nothing since then. 

[jhartmich]

On a happier note, I'm on day 6 with my new Amazon Halo View.  It's going pretty good.  The software can be confusing but you really get a lot for $50 bucks.  While waiting for my Fitbit I needed something.  Amazon is all-in on trackers so I do think it will get better and better.  I just can't rely on Fitbit.  I need something!

[jhartmich]

I just found out that Fitbit uses Fedex Smartpost, which is garbage.  When I called Fedex they said the last leg will be done by UPS.  OMG how I wish I would have sent it USPS to UPS rather than FedeEx to UPS.  Such a messed up system.  Supposedly it will be delivered tomorrow.  We'll see.  Hopefully Fit@hit will get me my replacement quickly.

[jsey21]

Well, another week down and another week of nothing.