My experience with Customer Service

[Lbjamin]

Don't bother with customer service, just return it to Costco, 

Moderator edit: updated subject for clarity. 

[Odyssey13]

Hi @Lbjamin Costco only accepts returns made thru them and they have a return window as well.

[Lbjamin]

You're clearly a corporate shill. Costco will take back anything you buy from them, no questions asked. If I had just returned it to them, I'd have a refund. I've spent 5 weeks with customer service, just for them to tell me they didn't receive my defective charger 5, which I mailed to them with the label they provided. 

[Odyssey13]

Not a corporate shill, but a volunteer who helps by replying to posts. The more you post, the better to get you the appropriate help. I did ask a Fitbit Moderator, who is an employee of the company, to stop by.

[AndreaFitbit]

Welcome to the Fitbit Community, @Lbjamin. I'm sorry to hear about your experience with your Charge 5. 

Retailers have their return window and   as you mentioned they will take back anything you buy from them, within that return window. 

I checked your case and you must keep in touch with our Support Team in order to resolve your query.

Thank you for your assistance and the heads up @Odyssey13.

[Lbjamin]

Scroll through the Charge 5 topic feed and you'll we're all complaining about the same issues with the Charge 5. After a few months of use it becomes unresponsive/unusable in some way. Customer support is essentially a waste of time; promised replacements take ages to arrive and then also malfunction. It's time for us all to start complaining to the retailers who sold the defective products. I'm going to contact Costco today!!!

[Lbjamin]

I sent my defective charge 5 in for a replacement, and now they're telling me they never received it! I used the shipping label they provided. Customer Support never gave me an RMA number, but without that number they seem to be unable to help me. 

[Odyssey13]

@Lbjaminthe RMA number is on the shipping label provided by Fitbit. You should still have a copy of the label in the email that they sent you. Did you check?

[Lbjamin]

The shipping label was a link in the chat 

[Lbjamin]

Fitbit quality has gone down hill. My Charge 5 lasted a few months, and now I'm in the endless fight to get a replacement. So what are the other options?