Charge 5 isn't accurately tracking my heart rate

[HealthyBody1]

Has anybody experienced shocking ‘customer service’ from Fitbit when trying to active a warranty?

My charge 5 is not accurately tracking my heart rate but through live chat and Twitter support each customer service agent is giving me the run around. Not listening to my concerns and asking me to troubleshoot about 10 times even though I have already done that. 😩

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi there, @HealthyBody1.

Thanks for sharing these details with me, as well as your efforts while trying to get in touch with us. Before anything else, I'm sorry for the experience that you've had during your interaction with our Support team. I understand your point and appreciate your feedback. Please know this won't go unnoticed as it'll help us to prevent a similar experience from happening in the future.

In regards to your Charge 5, I went ahead to check your details and it seems our team sent you an email. If you haven't done so, check your inbox, spam or junk folders, and keep an open communication with them as I'm sure they'll help you out.

[HealthyBody1]

Hello there LizzyFitBit.

Thank you for a pleasant response, this is appreciated. I believe I received an email earlier on and will reply now. Hopefully all will be resolved. 

[LizzyFitbit]

Hi there, @HealthyBody1.

You're very welcome. I'm glad you found their email and I hope to see you back on track soon. In the meantime, let me invite you to check our Health & Wellness board where you will find great tips and encouragement from other members. Have a good one! 😊

[HealthyBody1]

Hello @LizzyFitbit,

Unfortunately I never heard back from Fitbit support after the initial email 9 days ago. I believe that may have been a holding email to make it look like they were helping and to keep me happy. It has now been 3 weeks since my issue occurred and I have got nowhere.

Thanks for the link to the board, it is useful ☺️

[HealthyBody1]

Although it took a while it seems we are on the right track - I have ordered a replacement Fitbit after a member of the team reached out. Will await instructions on how to return my current device. 

[LizzyFitbit]

Hi there, @HealthyBody1.

Thanks for keeping me posted and I'm glad you're about to receive a replacement. This is great news and I'm sure our team will continue helping you with any of your question. Have a good one! 😎

[Edmond]

My ecg got problem and i experienced exactly same level of customer support via online chat, phone, or email (all very very poor and try stalling). After 3 weeks, they finally get me a replacement.

[LizzyFitbit]

Hi there, @Edmond.

Thanks for joining this thread and letting me know about your interaction with our Support team. While I'm glad you receive a replacement, I understand where you're coming from and I'm sorry for this experience. Our team constantly works to improve our devices and services, and the input we receive from our members is a big part of the process. Your feedback is appreciated and if you need anything else, don't hesitate to let me know.

[HealthyBody1]

Hello, sorry for the delay. 

Although I didn’t experience great customer service initially and was quite rightly frustrated, I must say once I did connect everything was smooth (I eventually got a replacement). I use my Fitbit daily (for various things) and in the end was grateful that my issue was resolved.

Thanks also to @LizzyFitbit as you definitely helped in the sense of listening to my concerns as well as checking my case (being a moderator is probably not easy!).

[LizzyFitbit]

Hi there, @HealthyBody1.

You're very welcome, and thanks for keeping me posted. I'm happy you got a replacement and thanks for sharing your experience. Every feedback helps us to evaluate and improve our services, and yours is truly appreciated. I hope you can keep crushing your goals and best wishes for an active day! 😎