Fitbit - replacement process delay - Charge 5

[Blackhorse27]

Since my second Charge 5 stopped working and Fitbit hasn’t responded to my repeated customer service requests for escalation of my case, I guess I’ll move on a buy a a Garmin or move to Apple Watch.  I sent my Charge 5 and cable back 13 business days ago and still haven’t heard about a replacement.  All the Chat or phone representatives can tell me is “your case has been sent to the appropriate department” or “we’re checking in your return” and in one case “we’re going to send you a replacement cable.”  Since I returned the Charge 5 a new cable won’t do me much good.  Oh well, we had a good run, Fitbit.  

Moderator edit:  updated subject for clarity

[Biguns3388]

So, I am super pissed as well. When I reached out and finally just gave up talking, I found out it was an update that messed the thing up. They have no fix. When you reach out to customer service they don't tell you that but Google has acknowledged publicly that there is a problem and they are working on it but no solution for those of us dealing with it now. I liked my fitbit before this janky update. I don't want another either...😡

[Blackhorse27]

So, after receiving my Charge 5 and charging cable on 17 July, Fitbit sent me an email on 3 August stating that "Your Fitbit replacement is now being processed and you’ll receive another email from us with your order status. All future correspondence will come from Google as Fitbit is now part of Google. Allow 4-5 business days for us to process your replacement order."  When my original Fitbit Charge 5 stopped working a month after the warranty period, Fitbit sent me a small discount code for a new device the day I contacted them.  When it comes to in-warranty support, it takes over 13 business days to process the request.

[Biguns3388]

Let us know how it goes after you receive it. I still have six months left on mine

[Phatboi20]

I will be quitting as well. My fitbit, which was charged, did not log all my steps yesterday. From 2 pm to 8:45 pm there is just a big blank. I was moving most of that time. Twice, when doing an update, my fitbit died and would not recharge. The quality seems to be on the downhill slide. Bummer, but I think it's time to move on to another brand. I've been with fitbit since 2015.

[Blackhorse27]

Me too timeline wise.  Gonna suck not having my current Fitbit friends to compare our weekly mileage with.

[Blackhorse27]

Latest pissed off update:  After waiting 15 business days since Fitbit received my defective Charge 5, which was still under warranty, today I received a charging cable.  Like that helps.  They made me return my Charge 5 AND charging cable last month.  I'm done.  Hello Garmin and/or Apple Watch.  Anyone have any suggestions on where to turn?

[JuanFitbit]

@Phatboi20 @Biguns3388 @Blackhorse27 , Thank you for your feedback and for your messages. 

@Blackhorse27 , Our team informed me that you contacted them today. Should you have further questions regarding your case, please keep working with Support, as they have the tools to look for your order. 

@Biguns3388 ,  Support informed me that they wrote you on July 30th requesting some information to investigate your case. They are still awaiting your reply. 

@Phatboi20 , If you haven't done so, please contact Support. They'll be more  than glad to have a closer look into your case. 

[Biguns3388]

The last communication that I had with support was that I would wait to see if my fit bit would come back on line. It did but it has not been able to hold a charge for more than 3 hours even after being fully charged. I was not offered any other assistance. I was so fustrated I told the customer service Thank you and ended the chat. I am contemplating if I even wanted another. I did not want or need a smart watch. This was a good concept while it was working. But this is super frustrating to spend more than 100.00 for a product to not last 6 months. So, are you saying there is a fix or do I get another one and prays that it will work?

[Blackhorse27]

Thanks! I'll check it out. When I finally I finally spoke to a Fitbit "supervisor" yesterday, he told me the Charge 5 wasn't sent to me because it's backordered. I asked for a voucher since my local Best Buy has one in stock and that wasn't an option. When I said I'd be contacting the Better Business Bureau he agreed that's the route I should take. Great customer service (not).