My experience with Customer Service and Charge 5

[JTanq]

Used to be an early adopter of Fitbit and have seen the decline in the customer service over the years. Been having issues with my current Fitbit which is under warranty, and my latest emails with customer service regarding a replacement has gone unanswered. 

The response time and the quality of replies/service have been decreasing over the years (had issues with my previous Fitbits). However, the responses now are more about delaying the process, rather than finding a solution. 

It's disappointing.

Moderator edit: updated subject for clarity.

[AndreaFitbit]

Welcome to the Fitbit Community, @JTanq. Thank you for sharing your experience with Customer Service and your Charge 5. 

I really appreciate your feedback and our team is doing their best in order to help everyone. I found out that you already got in touch with Customer Support and receiving assistance. 

We look forward to get you back on track. 

[JTanq]

Yes, I'm in touch with Customer Support and they have provided non-answers. The last email received from them was to 'verify' my phone number before they were about to 'process my replacement'. I responded within 10 mins of receiving the email and they have not provided any updates since. 

My questions on what the replacement device would be (i.e. color being offered, pebble/band, expected date to be shipped).

I wrote to the Live Chat team to get an update and provided them a case number. They could not assist. All they could do is 'escalate' the issue, twice. No response, no updates. 

But thanks for the 'copy and paste' response, at least there was a response. It's disappointing to witness and experience the drastic downfall in terms of the levels of service over the years. 

[AndreaFitbit]

Thanks for geting back to us and for your feedback @JTanq. 

I understand how frustrating this could be and sometimes the information you asked for is not available and that's why your issue was escalated. You should receive a response with the information.