charge 5 was malfunctioning after last update and not being able to troubleshoot or understand the problem.. (inquiry #1) Beberly L told me a replacement charge 5 would be mailed and expedited on 7/6. I called on 7/15 for at least an order confirmation for my records . Carol created a new inquiry (she was professional and nice) after 30m she told me this matter has to be escalated(inquiry #2) and someone from the “internal department” would reach out to me Monday.
I’m very frustrated because this call gave me the impression that Fitbit support never put in an order for me to replace my Fitbit.
Before I called I tried replying to the last email, and got a message saying “case closed”. How is it case closed and I don’t have my product nor the necessary info to track it? This whole experience is very disappointing and I’ve been getting new Fitbit’s since 2017.
I called today , 7/18, and they continue wanting to escalate the matter instead of fixing it. They will not let me speak to a Supervisor. Dylan on the phone could not even give me a confirmation number . And told me that it wasn’t expedited (so Beberly lied on email) . I’m very frustrated! This is a scam. I went onto the Fitbit site and added the watch to my cart and even went to check out ( just to see what the issue was- no issue at all- so why can’t Fitbit do this??) when something is on back order you can still order it and get a confirmation number for your records. You just won’t get a tracking number until it ships! the fact that fitbit it won’t give me my confirmation number shows me that they never processed my order and Dylan even confirmed that Fitbit support never expedited my shipping. I’m tired of this being escalated and no one is getting back to me. Why does Fitbit refuse to order my replacement charge??? . Horrible experience! I have no choice but to report this to corporate and BBB because Fitbit team refuses to help me!
