Customer Service Unable/Unwilling to Assist with Defective Device

[QueenMommy]

I received the Charge 5 around November 11th. Read directions. Plugged in to charge while setting up Fitbit account. Went back to sync, and the thing doesn’t work. I’ve reached out to customer service more than 8 times via phone, chat, Facebook, email, done the steps to clean and reset it, sent a video of doing all the steps to reset it, and the thing still doesn’t work. Going on 6 weeks with a defective product and no resolution, or even any communication about status updates. 

How do I talk to someone who has the authority to actually DO something to resolve the issue? It should 100% be under warranty, so why it’s taking so long baffles me. 

[Odyssey13]

Hi @QueenMommy  these are the community forums and customer service isn't around, but I did ask a Fitbit Moderator to stop by to see if they are able to assist you with this.

[AndreaFitbit]

Welcome to the Fitbit Community, @QueenMommy. Thank your for sharing your experience with us.

I appreciate the heads up @Odyssey13.

I checked your records and wasn´t able to find your contacts with our team. I sent you a PM in order to continue assisting you,

Update @QueenMommy:

I checked your interactions and updated your case. I noticed that they sent you an email on the 20th asking you for some information. 

Please check if you received it and send the requested information.

Keep on visiting the forums. 

[Rich_Laue]

We may be able to help, if we understood the problem @QueenMommy 

Does the tracker give a slight vibration when plugging in? 

Did the tracker turn on? 

Where you able to do any of the steps in setting up the tracker? 

[QueenMommy]

It would do a vibration and flash the logo if it was plugged in after I pushed the reset button on the charging cord 3x. Then nothing else. No battery icon to indicate it was charging. No response when tapping or swiping the screen. It never turned on to sync with my phone. 

[QueenMommy]

I submitted the requested information. Thank you for letting me know; I have been trying to keep an eye out for a response but my search function did not include the junk folder. 😣

[AndreaFitbit]

Thanks for your advise @Rich_Laue and for letting us know that you've already submitted requested information @QueenMommy.

Sometimes emails go to the junk folder and it's recommended checking that folder too once in a while. Please let us know how it goes.

Keep on visiting the forums.