Locked as lost or warranty claim

[HMG1]

My charge 5 unpaired last week. When I tried to re-pair I got a message that it was locked for reported lost or warranty claim. I called fitbit on 8/31 and was told it would be 24-48 hours for a return call.  It's now been SEVEN days.  The watch is on my arm but useless at this point. Is there a secret way to get it unlocked without waiting for the "special team" that doesn't take direct calls to get back to me?

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @HMG1. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5. 

I've proceeded to send your information to the Customer Support team for further assistance with this, but I've been informed that you were indeed able to get in touch with them and it seems they've provided you with some instructions. In this case, I do recommend that you continue the communication with them so they can let you know how to proceed. You can click here to get connected. 

Keep in mind that if your case needs to be escalated to a different team, it may take a bit longer than usual to receive a response, but I'm sure they will help you to find a solution as soon as possible. 

Thanks again for taking the time to share your feedback and experience with this. 

[HMG1]

I have received zero instruction from fitbit. Everytiime I call I'm told it is under review and I have to wait for them to contact me.  It's now been EIGHT days with out follow up and my watch is useless!  I am sharing my story with the 30k people I work via message board and my friends/family.  Totally unacceptable.

[HMG1]

SIXTEEN DAYS and still waiting for help with my firbit.  24 to 48 hour call back, my **ahem**. Unbelieveable!!  

[DavideFitbit]

@HMG1 I'm sorry to see that you still haven't received a response about this issue. 

It seems that your case is still being reviewed, but I understand your frustration about this. In this case, it will be necessary to wait until the team in charge sends you an email with more instructions, since there are no further troubleshooting steps available in the forums that you could try. It takes longer than usual to receive a response in these cases since they need to review more information, but they will reach out to you to provide you with the next steps. 

I've sent your comments to the Support team so they're aware of the situation and you should be receiving a response soon. 

Thanks again for all the information and feedback provided about this. 

[HMG1]

TWENTY THREE DAYS!!! customer service is absolutely useless.

[HMG1]

THIRTY DAYS and zero help from fitbit support! I am beyond frustrated and angry.  

[HMG1]

45 days and absolutely zero help from fitbit!!