Not getting any resolution for almost 2 months

[Divyansh984]

I had a fitbit charge 5 , the display stopped working and I contacted the customer support on 18th April 2024, at first they gave me instant resolution and told me that I'll get an replacement (30TH APRIL)and I was really happy with that , I even told them that I really appreciate their quick service , and because I train everyday so for me my Fitbit is really important as it just doesn't track everything for me but it's a source of motivation as well , after a few days I contacted the support team and I asked for an ETA because I couldn't wait to start my training again, so they said I'll recieve it within  14 to 15 business days so I waited patiently, but in the end I didn't receive the replacement they keep delaying it and they are not even giving me any reasonable explanation behind the delay they just keep saying that they are experiencing a delay in processing orders due to warehouse changes but it's hard to believe that even after so much time almost more than 2 months they can't arrange a single replacement, I used to pitch fitbit to everyone as it was my own brand because this was how much I loved the products I've been using fitbit for so many years but all of that Goodwill went down just because of poor response from fitbit customer support, it's really sad to see this . Can someone help me with this ? 

[Zasu]

I've been a Fitbit user for 10 years and have experienced similar dismissive and rigid customer service this past week.  After wearing my Charge 5 for 11 months, they suddenly "locked" it such that it won't pair with my phone.  Too long to go into details, but suffice it to say their support group seems to be reading from a script and can't or won't grasp the circumstances I repeatedly explained to them.  

[Divyansh984]

Fitbit was such a great company , I just hope it gets back on track before it really declines. They are treating their customers very badly. 

[Divyansh984]

Do I give up now? 

[RiekoC]

Hello @Divyansh984 

I've escalated your post to the Moderators. Although they aren't in a position to help directly, they might be able to help with a followup to the appropriate team.

[Divyansh984]

Thank you so much for doing that , I really appreciate you for helping me 😊

[JuanFitbit]

@Zasu Thank you for your comment and sharing your experience. Please let me know if your case got solved or you still need assistance with it.

@RiekoC Thank you for making us aware of this thread.

@Divyansh984 , A warm welcome to the Community! Thank you for your message and feedback. 
Please take our apologies. This is not the experience that we wish for our users to have. 

I've updated and informed your case with Support. You should receive a message soon with further information. 

Please let us know how it goes. 

[RiekoC]

Thank you @JuanFitbit 

[Zasu]

Thank you!

[Zasu]

Thank you.  So far, still unresolved.

[Divyansh984]

Thank you , I've received a mail today for a refund . 

[Divyansh984]

Thank you for your help ☺️ 🙏 

[JuanFitbit]

@RiekoC , Thank you for your help !

@Zasu Thank you for your reply! I verified with Support and they informed me that you are still in contact with them and your case is being worked on. My apologies if this is taking longer than usual, our team is working on getting this solved as soon as possible. 

@Divyansh984 , Thank you for confirming that the case is advancing. I'm glad to read that it is on its way to get solved.

For the 3 of you please do not hesitate to post, again, should you need further assistance

[Mkwillert]

I had a similar problem. Here is my last email to which I heard no response. I sent another follow up as well. This case goes back to December '23. Thanks for any assistance you can give. 

 

[Mkwillert]

Case # *******

Moderator edit:  removed personal information

[Mkwillert]

Last email from care team on 6/24:

"Hello Mark,

Thanks for reaching out to the Fitbit Customer Care Team.

After escalating your case to our specialized department here is the information we can provide at the moment : 

Checking our system we received your device at our warehouse and we can place a new order for a replacement device. 

This device can be a new one or a refurbished device and we don't have a way to manually select one of the 2. 

In case you don't like these options, we are checking with our team to see if a refund of the purchase is possible, you are going to get refund information in 24 to 48 hours. 

Please keep an eye on your email for any update from our team.  If you need more help, you can contact us again and reference this case number, or reply to this email to reopen your case.

Regards,

Jesus David

The Fitbit Customer Care Team"

[FitbitUser0714]

You won't get resolution. They never sent my replacement even though I ordered it last fall.

[JuanFitbit]

@FitbitUser0714 ,  Nice to see you around. Thank you for your insights. 
Please send me via PM  your case number so that we can see what is needed with your case. 

@Mkwillert , A warm welcome to the Community! Thank you for reaching out. I've updated your case so that our team can review it and see what info is needed, to provide you with the resolution needed. 

[Mkwillert]

Thanks very much. 🙂