Customer Service Consistency

[delawareBirder]

I was considering posting this in the feature suggestion area, but it's not a suggestion for a feature for the Charge 5.  It's a suggestion that customer service show some consistency in how they treat Charge 5 owners that are having similar problems caused by the latest firmware update.  It took me multiple chats and phone calls before I was finally authorized to send my device back and receive a new one.  The device was returned on Monday by FedEx ground that took a week, and I was told to wait at least 5 days before a replacement is shipped.  I read some people are being sent replacements immediately and not required to return the problem device.  Others are having much better luck with less interaction, some with more interaction, and some still are fighting to get a replacement.  Can the moderators pass this on to FitBit customer service management.  I'm really trying to remain a FitBit customer, but it's getting really really hard.

[Odyssey13]

Hi @delawareBirder  customer support always takes each case individually. Some people do need to return their devices so that they may be inspected to see what's going on with the hardware. It's hard to know what happened to your device if they can't see it. Sorry you're having to wait a bit longer, but it's not being inconsistent, it's being more thorough so they can improve their products.