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Customer Service/Replacement

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‎07-12-2023 16:32

‎07-12-2023 16:32

I am mostly just here to complain, but hopefully this will be helpful to others or provide some decent feedback for customer service to improve. 

I bought my first Fitbit in 2021. Loved it. Used it religiously for a year. A year after I got it, it crapped out. Quit working, wouldn't do anything, wouldn't charge, etc. I bought a new one. I bought the Charge 5 last year in 2022. I purchased the extended 2 year warranty. 

Cue one year later, July 2023, The Charge 5 quits working. I was frustrated that another Fitbit quit after a year when the company advertises that they should be good for 24 to 36 months. I troubleshot it as best I could. I went through the annoying process of the Live Chat walking me through everything I'd already tried and then asked them to send me a replacement. They e-mailed me saying my device was not in warranty and tried to pawn off some paltry discount on me. I called FitBit and explained that I had paid for a 2 year warranty on my product, it was not working, and I was owed a replacement. The representative on the phone agreed and send me the information to handle the replacement. 

I filled out the forms, mailed the device back, tracked its return. FedEx delivered it to the warehouse on July 10 and it was signed for. Because I have heard so much about how long these replacements take, I e-mailed FitBit to confirm the return. I also spent an hour this evening on LiveChat trying to get information on why the replacement has not shipped. I don't know if the live chat is some kind of AI or what, because the two individuals I spoke with had illegible grammar and took a long time to respond, but if I took less than 30 seconds an automated message would threaten to disconnect. 

I finally got a rep to tell me the replacement "should" be with my "sometime after July 24." 

I do not understand why the policy required me to send back my device at all, since I payed for a two year warranty and it was within that time. I should have been sent a replacement regardless. Since that is not the case, I don't understand why it is taking so long for any movement on re-shipping my replacement device. 

I've tried to be patient because I have loved Fitbit and credit it for taking my on a fitness journey. However, this customer service process has been drawn out, frustrating, and mostly unhelpful. I've seen from other message threads that this appears to be a common problem. It took my device 2 days to get from Tennessee to California; there is no reason that I should be waiting two weeks to "maybe" get my replacement. 

With customer service difficulties and two fitbits breaking at the one year point, it looks like it's time to go find a better device. This is disappointing. Fitbit, I hope you take this feedback seriously.

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2 REPLIES 2

‎07-14-2023 06:11

‎07-14-2023 06:11

I have had to have my charge 5 replaced 2 times already and am now waiting for my 3rd replacement which is on back order in a 7 month time frame. With all the issues posted here it shows that this product does not live up to the Fitbit name. I think that they just keep replacing them until the warranty runs out. This is not the way to treat your customers. Very unhappy with Fitbit. 

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‎07-14-2023 08:13

In response to Sstacy

‎07-14-2023 08:13

It's both good and disappointing to hear others are having the same problems. Yeah, they just told me the Charge 5 is on backorder and had the nerve to as if I "still wanted" a replacement. Yes, obviously I still want you to replace my device while it is under warranty. It was twice as irritating that they seemed to think I'd just say "oh, never mind, I'll just buy a new one!" Replace my device as required, I'll use until it inevitably quits working again, and then I'll look to getting a device with better performance and a company with better service! 

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