Has Fitbit abandoned the charge 5?

[Brad99]

I opened a ticket 9 days ago and haven't gotten a single reply from Fitbit.

Our family has been customers for 13 years. We're premium members, and we can't get anyone at Fitbit to help with a Charge 5 that hasn't worked in a week. 

Is Google just shutting down Fitbit, and they started by firing all the support people? 

[Julia_G]

Hi, @Brad99 , Fitbit has definitely not abandoned the Charge 5.  It may be that you message to Customer Support got lost in the ether?  I would try again using one of the methods listed on Contact.Fitbit.com .

In the meantime, maybe someone in the Community could help if you give specifics of what your issue is?

[Brad99]

I have called them multiple times, and they just say wait for the ticket to be updated.

I've talked to Twitter support, and they keep saying my ticket has been moved to someone else, and I'll get an update sometime (I've heard this for over a week now).

No matter what - Fitbit will not help (or maybe they will after weeks of waiting). It seems after 13 years, they just do not respect us as customers. I guess buying over 50 fitbits for various people and promoting them even when they were a tiny company means nothing to them. It's a very poor way to treat loyal customers. 

[LiJaHi]

Brad, maybe just contact them again and start a new ticket. I didn't hear back from the first customer service rep I chatted to - they sent one email then no response after I provided the information they requested. So I just initiated a new chat and the second person solved the problem right away.

[Brad99]

Thanks, I'll try again.

Although, after 5 calls, 3 chats, 9 emails, and about two dozen chats with twitter support - I won't hold my breath. It's a shame customers have to jump through this many hoops to fix a 3 month old puchase that has already failed. 

Garmin is looking more and more tempting. I had a friend whose Garmin failed 3 days after I opened my ticket and she already has a replacement and the issue solved whereas in the same timeframe - I've just been ignored over and over. 

[Brad99]

I tried calling and texting and chatting again. I'm just told we'll get back to you at our convenience. For someone who has been a loyal customer for years - this is just ridiculous. 

It seems Fitbit is just abandoning all customer service, and they do not care if they give you a faulty product. Regardless - they will not help fix or replace something that lasts for a mere 3 months. 

[Julia_G]

Hi, @Brad99 , I have flagged your post for Moderator attention, and hopefully someone will be along to look into this for you and escalate if necessary.