I have been a fitbit user since 2018 and never had any problems till I bought the charge 5 April 23. Since purchasing I have needed to contact Support due to the screen going black and not responding 4 times Each time they have sent out replacement(refub). The last time before this recent issue customers services where beyond poor, the adviser was rude and told me I had to change to a Google mail or a replacement wouldnt be sent. My fitbit registered to a more trusted email account and always have, so don't see why I was forced to change. This took over 3 calls and 5 weeks to even send me return label. The replacememt I received less than a month has again gone the way of the last 3 fitbit charge 5, so I explained to the person I spoke that due to this being a constant issue and seems to be a very known error with the charge 5 I was reluctant to receive another would prefer an alternative model. I was told I couldn't have a refund which I wasn't asking for only a different model and he explained he understood my reluctants and reasoning for this he would need to escalate this to a different team who would contact me in 48 hours. ( this person was lovely polite couldn't fault him). Suprise suprise they didn't, get back intoych. So I've called back today to ask what is happening due to not having any response within the 48 hours, which has now king pasted.The person I spoke to seem to not understand nor interested in what I was talking about so had to repeat and explained why I'm reluctant to recieve another charge 5 more than once. His response was you are able to get replacement charge 5 he'd arrange to returns label for me but I would have to see what I got, in return. Again I explained this has already been escalated to someone and am wanting to know the outcome due to not wanting yet another charge 5 to have to send back in a few weeks/months for multiple reasons which I'm not going to bore you with details. To be told I will have to wait to hear about my already request (which wasn't answered within the given time scale) no reason for why this hadn't been dealt with within their given timescale, he had no notice or even information about my request being escalated. That I either wait till they context me or he can issue return label and see what I get back. I asked how do I raise a complaint due to now not being happy with the customer services regarding me being forced to change my email last time and now due to them not uphold their own response timescales. Reply was we dint have a complaints procedure and to use the community forum. 🤔🤔🤔 Every company should have a complaints procedure not just a forum. This is absurd especially being a huge global company. Apaulling customer servicing.
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