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Delay in getting Charge 5 replacement

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‎08-07-2023 06:41 - last edited on ‎08-10-2023 12:34 by Fitbit Moderator

‎08-07-2023 06:41 - last edited on ‎08-10-2023 12:34 by Fitbit Moderator

Dear all,

My charge 5 was down since July and I had sent it back to fitbit team in US for review. They had reverted that a replacement will be sent since 3 weeks ago. But, till now with no reply from them. I had repeatedly log in via helpdesk for advice and supporr, but they had repeatedly apologize and explained it is beyond their level and I just need to wait patiently till they response.

May I know anyone of you had encounteted similar slow and no response from their team? Any suggestion on what I should be doing to expedite the replacement process?

 

Moderator Edit: Clarified Subject and removed personal information

Best Answer
4 REPLIES 4

‎08-07-2023 07:05

‎08-07-2023 07:05

Hi @Joseheng  once a device is returned to Fitbit, it goes to the warehouse where they check to make sure all the requested pieces are there. It can take two weeks or more before the replacement is shipped out, according to posts on the forums from those who have had similar experiences. Evidently the sales for the Charge 5 have resulted in reduced stock. I've asked a Fitbit Moderator to stop by to address this with you, since they might have more information to share.

Stepping in the U.S.A. since September 2013. Android 14

Best Answer

‎08-07-2023 11:31

In response to Odyssey13

‎08-07-2023 11:31

Welcome to the community, @Joseheng. @Odyssey13 Thanks for the heads up and your help.

@Joseheng Thanks for the detailed information, and I'm sorry for the inconvenience this process has caused you. I understand how you're feeling and because you have a case created, I've shared all your comments to our Support team so they can look into your details and continue helping you with your replacement. Your case is in good hands so please keep an eye on your inbox, you'll receive a response from them soon.

Best Answer

‎08-08-2023 19:15

In response to Odyssey13

‎08-08-2023 19:15

Hi,

Thanks for the advice.

But, shouldn't Fitbit support team reply my email to explain to me the
process and estimated time of replacement to manage customer's expectation
to minimize such frustration and anxiety from waiting without reply?
Best Answer

‎08-10-2023 12:29

In response to Joseheng

‎08-10-2023 12:29

Hi there, @Joseheng.

Thanks for getting back and sharing your thoughts about this process. I totally understand your point of view and I apologize for the experience that you went through. Your feedback is appreciated and rest assured we'll continue working to prevent this from happening again.

While I don't have access to your case, my best advice is to reply back to them in order to receive more information about your replacement.

Best Answer