Charge 5 replacement

[abhishekmishra]

I ordered fitbit charge 5 on 27/01/2022 from Fitbit India website. I got the product delivered to me on 31/01/2022 and after setup I found out that my tracker had some problem as it kept rebooting. I called customer support from the fitbit app and got the replacement ordered on the same day. But my Product has not been shipped yet and it has been 6 days. Also Replacement is coming from China to me(in India). I even called the carrier(DHL) for which tracking ID was provided for me and they are saying that product has not been shipped yet because fitbit has not given the product to be shipped. The customer call support is really poor and every time I call, I get no answer even after engaging with them for more than 30 mins. Today one of the customer support executive told me that I got scammed as I ordered from wrong website and that is not the fitbit website. Even though I showed the legit bill that I got from Fitbit to him over my email. I am not getting refund because they are saying that I hold onto the product for more than 2 days. I called the same day I got the product to inform them about the defect. How is that my fault. I feel like cheated and I think I won't be getting anything except disappointment. I have been a fitbit customer since charge 2 days and this kind of behaviour towards a loyal customer really disappointing.

[DavideFitbit]

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

Thank you for sharing all these details about the inconvenience you experienced with your replacement process. 

I've been informed that you've contacted the Customer Support team again for further assistance with this and it seems they've sent you some instructions. In this case, they will let you know how to proceed. 

Thank you for taking the time to share your feedback and experienced with this. 

See you around. 

[abhishekmishra]

Hi @DavideFitbit,

I have reached out to fitbit but they have not provided any instruction.

[rzupan]

 My Fitbit five stopped working after two weeks. Reached out to support and they walked me through how to test it found out it didn’t work. They sent me a Mail label so I could send everything back so they could review it.

I sent it on  January 7 through the US Postal Service. Was able to track that it was delivered five days late later. And every time I try to get help from Fitbit they tell me it’s still in transit and they will let me know when they get it. It is now February 10 and I have still not heard back from them when I try to  track it, it says it’s in California somewhere.

This is the label that Fitbit support sent to me, your return mail label is the problem.

https://www.fedex.com/fedextrack/?trknbr=02396343461126488373&trkqual=20211230030700~023963434611264...

 Send it takes your money and send you a watch very quickly but when you have problems this is well over a month and I haven’t even heard back from them. The customer service is lacking at best and it seems like they don’t really care once they got your money like any big corporation. They say they will help you with a really don’t.

[DavideFitbit]

Welcome to the Fitbit Community forums, @rzupan. 

I'm sorry to see that you've also had this inconvenience during the return process. 

In this case, since this may be related to a shipping delay, it would be necessary to continue the assistance process with the Customer Support team. I've sent this information to them for reference as well. Thank you for sharing all your feedback and comments about this inconvenience; the team continues to work to improve the quality of products and services. You should be receiving a response soon. 

@abhishekmishra Thank you for your reply and for sharing this update. I've sent your information to Support again, but it seems that you've been in touch with them and they've indeed provided you with more information about this. In this, case, I recommend that you continue the communication with them for further assistance and updates. 

See you around.