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My experience with Charge 5 and Customer Service

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‎09-03-2023 09:15 - last edited on ‎09-04-2023 04:19 by Fitbit Moderator

‎09-03-2023 09:15 - last edited on ‎09-04-2023 04:19 by Fitbit Moderator

To All,

Make sure that if you buy a Fitbit on Amazon its from a Authorized dealer. We purchased a Charge 5 on Amazon in April and it Went Black this weekend . We contacted Fitbit and were told that the Warranty is void as we purchased it from Amazon and J&H seller. How are you to know that Fitbit will not back up the MFG. Warranty ??? Terrible Customer service .... Beware of this issue if you have bought any Fitbit product..

All we were trying was to get some kind of resolution ....

Moderator Edit: Clarified subject

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‎09-04-2023 03:13

‎09-04-2023 03:13

Welcome to the Fitbit community, @tafdesign_1!

As much as I understand your frustration from a buyer's perspective, I'd like to clarify a few things. Fitbit products are sold by Fitbit itself and authorized resellers. Purchasing a Fitbit product through these channels will give a buyer access to Fitbit's support and warranty if necessary.
But there are also sellers who offer Fitibit products who are not authorized by Fitbit. On Amazon those are classified as Marketplace. So, if you're buying a Fibit device from one of those, you have to claim their warranty in case something has to get fixed.

This principle goes for every manufacturer, not just Fitbit.

Stefan
Charge, Charge HR, Blaze, Versa, Versa 2, Charge 5, Charge 6, Versa 4, Aria, Aria 2, Pixel 4a, Pixel 7
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‎09-04-2023 04:26

In response to Talahthas

‎09-04-2023 04:26

Hello there, @tafdesign_1. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5. We‘re taking into consideration your comments and sentiments with regards to our products and services. @Talahthas Thanks for your input!

Regarding your inquiry about Amazon, please keep in mind that many things are sold by Amazon, but more than half of the stuff is sold by third party sellers. We provide support for your Fitbit device, but when it comes to reviewing your warranty, we provide a warranty if the Fitbit device was sold by Amazon or by Heartrate Monitors as  the warranty covers Fitbit products purchased directly from fitbit.com or an authorized retailer. We advise contacting the seller from whom you purchased the product for further assistance. 

For more information about our warranty, see fitbit.com/legal/returns-and-warranty or please feel free to contact our Support Team back so they can clarify any doubt. 

Maria | Community Moderator, Fitbit


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