This is the conversation I had with the customer support team. Now a replacement is not possible anymore. And refund is under indefinite date! Everyone with Fitbit issue, be prepare for the worse treatment!
Chat transcript for case: 0-1668000036310
18 Jul, 00:52 (Pacific Time)
00:58:23 Adrian: Adrian joined the conversation
00:58:24 Har Wai Meng: Har Wai Meng joined the conversation
00:58:27 Adrian: Hi Har Wai Meng, welcome to Google Support! My name is Adrian. In case you need to refer to this chat interaction in the future, the chat ID for this interaction is 0-1668000036310. How can I help you today?
00:58:52 Har Wai Meng: Hi Adrian, can I get an update on my case 0-6844000036183
00:59:15 Adrian: Thanks for sharing your case number.
00:59:25 Adrian: I'll be glad to continue assisting you with your Fitbit Charge 5 issue.
00:59:28 Adrian: For documentation purposes, please confirm your country of residence.
00:59:42 Har Wai Meng: Malaysia
01:00:31 Adrian: Thanks for confirming.
01:02:05 Adrian: Upon checking here the previous agent asked you to send a video of the restart that you did.
01:02:26 Har Wai Meng: I did
01:02:35 Adrian: We cant access the video that you have send can you send another video.
01:02:45 Adrian: Note: The video format that we can only accept is mp4 format, and the video duration should only last 30 seconds.
01:03:59 Har Wai Meng: IMG_2672.png
01:04:11 Har Wai Meng: IMG_2673.png
01:04:34 Adrian: Thanks for the screenshot.
01:04:39 Har Wai Meng: This is the reply email after I sent the video. Can you pls confirm that the video is not accessible?
01:05:42 Adrian: Thanks for letting me know that.
01:05:57 Adrian: Since none of the suggested steps have worked, we'll now proceed with checking your options.
01:06:00 Adrian: May I ask the name of the retailer where you purchased your Fitbit device?
01:07:21 Har Wai Meng: This is a replacement unit under warranty claim
01:07:35 Har Wai Meng: let me send you the picture, hold on
01:07:58 Adrian: I, see thanks for letting me know that.
01:08:10 Har Wai Meng: IMG_9316.jpeg
01:08:22 Adrian: Thanks
01:08:49 Adrian: "We apologize as a replacement product cannot be shipped to your country. Instead, a refund will be processed and in order to send a refund, we need to disable your Fitbit device. You'll receive an email shortly with instructions on how to receive your refund from our higher level of support."
01:09:12 Har Wai Meng: Huh?
01:09:42 Har Wai Meng: how come I manage to receive the replacement on March 2024
01:10:07 Har Wai Meng: But now I can get it anymore in Malaysia?
01:10:30 Har Wai Meng: *can’t
01:10:35 Adrian: Due to some change in our in our process.
01:11:10 Adrian: We are now currently wont shipped in your region.
01:11:14 Adrian: Would there be anything else that I can possibly help you with?
01:11:38 Har Wai Meng: Pls advice how long will it take for the refund?
01:11:52 Adrian: I apologize I cannot provide you with any time frame. I do not wish to give you any false expectations. Please know that as soon as our higher tier of support handles your case, we will contact you at your email address as soon as possible.
01:12:25 Har Wai Meng: This is ridiculous
01:12:31 Adrian: I'm sorry if you feel that way.
01:12:34 Adrian: There's a short survey coming up. Fitbit would appreciate your feedback about your experience today. Thanks for contacting Fitbit. Have a great day
01:12:36 Adrian: Adrian left the conversation
01:12:36 Adrian: Thanks for contacting Fitbit chat support! Let us know how we did via this brief survey: https://support.google.com/fitbit/contact/survey_transactional_short?ctx=chat&caseid=ABp5YsRl6RhPbUjL8gmtoXbJADhm5n5hnNeyJi1Wpxwt1uR38iyxCrvoHNI=
01:12:36 Adrian: Adrian ended the conversation
