No return email received on damaged Charge 5

[MT.]

After 4 online support attempts, even after the first one confirmed all my details and confirmation after producing photos etc that the Charge 5 was indeed faulty, and being given a reference number and a promise that I would be getting a shipping return email advice so I could send the device back to them for replacement - I have still not gotten anywhere or any email even having repeated all the information they asked for each time, so frustrating as all three of us in our family are (were?) keen Fitbit users. Has anyone had a similar experience or does someone know how to resolve this? 7 days have passed since initial contact.

Moderator edit: edited title to clarity.

[CrisVillaFitbit]

Hello, @MT. Welcome to the community.

Thanks for letting me know your situation in regards of your Charge 5.  I was able to confirm you contacted support and they were able to provide you with a solution, if you have any other questions or concerns, my best recommendation would be to contact them.

Thanks for your understanding!

[MT.]

This is incorrect, all each assistant did was to get my details again and keep saying they would send me (or get support to send me) the return shipping and instructions to my email address and nothing has come, not in spam or junk or anywhere. If you have accessed the correspondence can you send me those things to the email address you have please Cris. I think my already having contacted them 4 times without getting any result is enough don't you?