My experience with Charge 5 replacement

[h_san]

I had issue with my Charge 5 device as the screen was was getting stuck with famously Fitbit logo. Upon contacting customer service I was offered replacement (the previous charge 4 I had issues and that time I was offered discount to upgrade to charge 5). 

I promptly sent my device and after 7 days there was no news so I contacted the customer service through chat and calls and when my horrifying experience started. I was blatantly lied about the status. First I was told that my device was dispatched on Sept 4th (My device had reached their warehouse on 3t Sept), I asked for an email or tracking number and I was told they will send. It never came.  I followed up again, they said it should reached between 9th Sept to 12th Sept (I had reached on 11th), I asked for a proof of that, I was told they will send by email and oncourse I did not receive, I asked for someone supervisor to escalate then I was cut off.  I again called on 12th, I was told the same that in their system it says I should receive between 9th to 12th Sept, I was sent an email this time and nothing happened. 

This is a fraud and quite unexpected of this low level of service from fitbit/google and have lost any respect I had for them. I have all conversations on record since it was chats and few calls. 

Moderator Edit: Clarified subject.

[RiekoC]

Hello @h_san 

I'm going to flag your post to the Moderators. Although they can't help directly, they might be able to contact the right team so your replacement issue can get resolved.

[AndreaFitbit]

Welcome to the Fitbit Community, @h_san. Thank you for sharing your experience with your Charge 5 replacement and for mentioning all the details about it. I understand how frustrating this could be and will be glad to assist.

I noticed that you contacted our Support Team recently and that you got a new response. If you have more questions regarding it please contact them back.

@RiekoC, thank you for the heads up and for your support. 

[RiekoC]

Thank you for your help, @AndreaFitbit 

[AndreaFitbit]

My pleasure @RiekoC. I really appreciate all your help!

[h_san]

Thank you @RiekoC for your offer to contact moderator and really appreciate your effort. I saw an answer from @AndreaFitbit . I will reply to her reply. 

[h_san]

Thank you @AndreaFitbit  for your message. Yes I have been in touch with customer service all along and that is the most frustrating experience since I have gotten different answer for every contact I have made. I don't trust Fitbit/Google anymore. Amount of time I have spent also is not worth the time I spent talking customer service. I started asking for written replies and I have all recent replies in writing which are completely false and have not been met. 

Last I was told was (in writing) the expected delivery date is 9th Sept to 12th Sept. When I called on 13th the status, the person said it is 10 business working days from the day the old equipment is received, so that would be 16th Sept (since my device was received by google on 3rd Sept) and after that it is 5-10 days. Complete rubbish and I have it in written reply. 

When I sent an email to fitbit support asking the same, they said they are talking to warehouse and don't know when it will be dispatched and I will be contacted soon. 

Don't you think it is laughable and amounts to fraud? that company like Google in writing giving response that are misleading and not true and contradicting their own customer service?  Least issue is I have spent so much time on this and I lost my device to Google (even though it was faulty)