No more email Support?

[sassytexan19]

In the middle of emails regarding issues with Charge 5 they suggest a fix, it didn’t work, email back to let them know and get a notice they no longer (less than 24 hours later) take issues via email. To post on community website or call. It was when I called they wanted to deal with it via email. What is up with this?  First product doesn’t perform as advertised then they just decided to stop helping with it??  Returned to store today. Will not buy another one after this fiasco 

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, thank you for sharing this information about the problem  you're experiencing with your Charge 5, @sassytexan19. 

It seems that you already tried all the basic troubleshooting steps to try to resolve the problems you're experiencing. It seems that you're still receiving assistance via e-mail and I've been informed the Support team as sent you a response. Could you please confirm if you received it or if it went to your spam folder? In this case, I do recommend that you continue the communication with the Support team so they can provide you with the next steps. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

See you around. 

[sassytexan19]

I tried every solution they asked for.......nothing worked, the last trial didn't work, and when I replied to the email to let them know it didnt work I got a response that said we no longer workout issues via email.......that was their choice.......I had called in initially and was told by the CSR they would handle it via email.......so frustrating I took the fitbit back (the 2nd one, because the first one didn't register sleep or other issues either) to the store and returned it.  Pretty disgusting the way fitbit handled this.

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There are zero emails in my spam......This is the final email I received......

Thank you for contacting Fitbit.

Thanks for contacting Fitbit Customer Support! We know issues are no fun and are here to help. For the fastest answers, start here: Go to our Help Site for answers to common questions Visit our community forum for suggestions from other customers Use this online claim form to replace your in-warranty wristband While we’re no longer offering support by email, if you don’t see what you’re looking for or need additional support, you can always chat with us online or give us a call. Click here to get connected. Sincerely, Fitbit Support

[DavideFitbit]

@sassytexan19 Thank you for your reply and for sharing this information. 

E-mail support is available for certain issues or when they let you know that they'll continue the assistance process via e-mail. I've been informed they sent you a reply, but since you're not able to see it your spam and junk folders, I have sent this information to them again so they can get in touch with you and provide you with the next steps. Thanks again for sharing all your feedback and comments, please keep an eye on your inbox. 

See you around.