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Confirmation not processed yet for my Charge 5

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‎11-21-2023 03:20 - last edited on ‎11-22-2023 04:50 by Fitbit Moderator

‎11-21-2023 03:20 - last edited on ‎11-22-2023 04:50 by Fitbit Moderator

I accepted a replacement Charge 5 on warranty 5 days ago and received an email to confirm dispatch giving me a carrier tracking number.  This number tells me the carrier is still waiting for the item so I follow the instructions on my confirmation e-mail to find out what is going on.  I chat to someone at Google who passes me a fitbit link to use instead, claiming they do not have access to the information I need.  This Fitbit link leads me straight back to Google chat.  This second Google chat conversation gives me concern rather than answering my questions.  It tells me that the order has yet to be processed, despite me having an e-mail to say it is dispatched.  It will be reviewed and I can do nothing else to find out when I might receive my replacement. 

As I ponder my problem, I also wonder if I will get a discount on my premium account while I am without a device?

 

Moderator edit: edited title to clarity

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4 REPLIES 4

‎11-22-2023 04:49

‎11-22-2023 04:49

Hello, @catgo1 Welcome to the community.

Thanks for explaining your situation about your Charge 5 replacement. I was able to check this in the system and I was able to confirm there is a case already created with support, since they're helping you already, my best recommendation would be to contact them once again and let them know all the doubts you may have.

Thanks for your understanding!

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‎11-22-2023 05:02

In response to CrisVillaFitbit

‎11-22-2023 05:02

Thanks for reading my post and being in contact.  I e-mailed fitbit support who failed to answer my specific questions.  I had had enough of links promising me answers, so receiving another link did nothing to appease me.
 
The only saving grace is this happened so close to great Black Friday deals.  
 
Catherine
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‎11-22-2023 07:32

‎11-22-2023 07:32

Good luck, I shipped my Charge 5 back for a replacement and they never received it. Now I'm out of luck because I can't PROVE they received it.

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‎11-22-2023 09:23

In response to Lbjamin

‎11-22-2023 09:23

That's interesting.  I was not required to return anything.  If there is such a request I guess I need to send back with a carrier who give me proof of delivery.  Thanks for sharing that.

 

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