How to get Fitibt Support?

[Brad99]

I've been a Fitbit customer for 13 years. I bought a new Charge 5 in May. It's already stopped working.

I've been trying to get ahold of support for over a week. I've called, emailed, and chatted with them on social media. Has Fitibit just stopped supporting customers? They opened a ticket and haven't responded in 8 days. 

I'm amazed that an entire family that has bought and promoted Fitbit for over a decade is just completely ignored by Fitbit.

Do you just need to file a claim with the insurance for a few month old product these days to get a working device since fitibit refuses to help?

[Odyssey13]

https://myhelp.fitbit.com/s/support?language=en_US is the best way to get them - chat or phone seems to be best. If you keep emailing or posting on social media, it can be confused with a new issue and put you at the bottom of the queue. If you have a case number, let them know on the phone or chat. The extra protection plans usually go into effect after the company's warranty period, don't they? Might need to check those terms.

[Brad99]

I did that already. It's the same case number the entire time - fitbit just refuses to even respond past the very first canned response (clean it, reboot it, etc). 

Is waiting a few weeks for a response the norm for Fitibt now? I haven't used support in a few years, but they were always so fast. Now that Google bought them, they just seem to blow off customers and no longer want to support their users at all. 

The only reason to use the insurance is fitbit won't support their products. It might be time to look at Garmin or someone else. I hate to lose 13 years of the family's data, but since the device doesn't work anyway - it really doesn't make a difference. 

[JuanFitbit]

@Odyssey13 , Nice to see you here. Thank you for your help. 

@Brad99 , Nice to see you back. Thank you for your message and feedback. 

I was informed that you received a reply yesterday via email and that you replied to it and fill up a form.

Could you please confirm this?

See you around. 

[Brad99]

@JuanFitibt - I managed to track someone down after trying to contact Fitbit more than 30 times.

My email is still unanswered. Fitbit refused to do any support - I had to work and work and spend ridiculous amounts of time trying to get assistance.

After being a customer for 13 years and buying 50+ Fitbits, this will be my last one. No one should have to spend hours upon hours of wasted time trying to get assistance on a defective product.

I'm so disappointed in the direction Fitbit has gone that after being an advocate for years, I can no longer recommend anything Fitbit related. I was going to get another 20 Fitbits in August for an agency we're working with, but instead, I'll turn to Garmin.