Offered replacement Fitbit Charge 5, 4 months ago and no update

[jinhyuk291]

Hello, I was offered a replacement Fitbit on December 2, 2023 and I followed up multiple times and every time the support agent told me that it's out of their scope and that they'd escalate to the relevant team but I've never heard back. On my recent follow-up, the agent gave me a link to Google support to follow-up myself and the Google support agent gave me the link back to Fitbit support lol what's going on? Seems like the support structure is broken and nothing will ever get resolved.

Has anyone gone through a similar issue and if they ever got it resolved? Thank you.

Moderator Edit: Clarified subject.

[RiekoC]

Hello @jinhyuk291 

I've escalated your post to the Moderators for a response and possible assistance in getting your issue resolved.

[AndreaFitbit · Accepted solution]

Welcome to the Fitbit Community, @jinhyuk291. I'm sorry to hear about your Charge 5 replacement. Thanks for describing your experience with us. 

I understand how frustrating this could be and noticed that our team sent you your replacement update today. 

Thanks for the heads up and assistance @RiekoC. 

We look forward to get you back on track. 

[Cindynewimage]

i need a straight answer or a tracking number to show it's been sent out but Ram # is always incorrect this is very frustrating please just credit back my monies at this point

Moderator Edit: Formatting.

[AndreaFitbit]

Welcome to the Fitbit Community, @Cindynewimag. I'm sorry to hear about your Charge 5 replacement. Thank you for mentioning all your interactions with our team.

Our team is the only source that can provide you with a tracking number. Please check our Return Policy.

[Cindynewimage]

still having issues getting help to find my replacement fitbit . i've reached out and still nothing just another RMA # now i have 2 of them what's going on?

[AndreaFitbit]

Thanks for getting back to us @Cindynewimage.

I'm sorry to hear that you only got another RMA#. I appreciate your patience and please keep in touch with our team in order to continue receiving assistance.

We look forward to get you back on track.