Charge 5 replacement is taking too long to ship

[Notalotalie81]

I have spent 3 months waiting for a replacement Charge 5 to be sent under warranty. 3 times I have been told by support that a replacement is being issued. 3 times a replacement has not even been shipped. Absolutely terrible service.

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there, @Notalotalie81. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post. We‘re taking your comments and sentiments in regards to our products and services into consideration.

To properly address your concern, please note this kind of inquiries is handled with our Customer Support only. Since you have reported this matter to them already, please note there's nothing left we here in the community can suggest other than waiting for them to update you regarding your order status.

As advised, you’ll receive an email with your tracking information. If your email address is associated with a Google account, you can check the status of your order there. 

[Foss54]

I am going through the same issue right now!  I get a hold of support and I am on the 3rd department to handle the replacement.  The department does not have a direct email, phone or way to contact to get an update.  I am getting ready to get another watch from another brand due to the service!  My damage was verified and replacement approved right away, but then the run around started. 

[Notalotalie81]

I am fully aware that support will be dealing with my issue. I wanted to vent somewhere as I am so annoyed at waiting this long for a replacement device that was originally purchased in good faith.

[Notalotalie81]

Hello. Twice Fitbit said that the replacement devices had been dispatched and, for weeks each time, they never left the depot according to the tracking numbers that I was provided with. The third time I was informed that I would receive an email when the replacement device was dispatched; this was on 18/08/23 and I am yet to receive a ‘dispatched’ email.  ‘Support’ has not dealt with my issue and I feel entitled to have a rant online at terrible service.

[Notalotalie81]

So frustrating! I feel for you 😞

[HeidiUSA]

It is probably impossible to keep up with replacement demands

[Sharon84]

I was told mine was on the way in early July.  Maybe I'll see it before the end of the year? 

If FitBit was smart they would discontinue the 5 which has such a bad reputation now and send everyone the next level.  It might turn a few people around but the poor customer service is something that can take years to overcome.  Google do you treat your employees so poorly that they reflect it by their customer service?  Makes a person wonder.