Pending warranty replacement for Charge 5

[Priyanka82]

Hello, I was offered a under warranty replacement of Fitbit Charge 5, on March 12, 2024. I had filled the claim form with all correct information and took special care for the delivery address and matched it with the my address proof ID before submitting the form. However, post submission, the information filled by me is replaced by different address. Upon receiving confirmation email but with wrong address I immediately contacted fitbit support but it didn't help. They still dispatched it to wrong address.

After multiple follow-up I was offered another replacement on April 23, 2024 and this time I was asked to send the details vide email which I did. On April 24, 2024 it was confirmed to me that my replacement order will be shipped. However, again despite multiple follow-up replacement was not dispatched and on May 16, 2024 I was informed about further delay due in processing orders due to warehouse changes.

Post May 16, 2024 My email queries are not being responded to and instead on May 24, 2024 I received email stating my case is close. upon contacting fitbit chat they again created just new case, without giving any information on the possibility of shipping of replacement.

Seems like the support structure is broken and nothing is getting resolved.

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

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Priyanka82  to help you out, I've asked a Fitbit Moderator to stop by to address this issue with you. They work for Fitbit and advise you on what to do.

[JuanFitbit]

@Odyssey13 Thank you for your help. 

@Priyanka82 , A warm welcome to the Community! Thank you for your message and taking the time to contact Support and having worked with them. 

Please take my apologies for the inconvenience. I've updated your case and it's going to be reviewed.  Our team will reach out to assist you further. Keep working with them to avoid further misunderstandings. 

[Priyanka82]

Hi @Odyssey13 , thanks for your help.

[Priyanka82]

Hi @JuanFitbit , Thanks for getting back to me. 

I just hope that your team start replying to my emails. My last five emails post May 16, 2024 are not replied and that is the situation when it was already confirmed that my replacement will be shipped soon.

Moderator edit:  removed personal information

[JuanFitbit]

@Priyanka82 , Thank you for your reply ! Our team is looking into your case. They confirmed to me that they received your messages. 

I cannot confirm how long it will take, but you should get a reply soon. 
Hope this will get solved soon. 

[Priyanka82]

@JuanFitbit , Thanks for taking this up with your team internally. 

I received an email for refund in place of replacement from fitbit support team. I am okay with that and sent the requested details to your support team with the return email.

I hope refund will be processed asap and we will have final closure in this matter.

[JuanFitbit]

@Priyanka82 , Thank you for your reply and for keeping me updated. I'm glad that everything is getting solved. 

Keep working with Support. They are going to take care of you. 

Please do not hesitate to post again in the Community, should you need any assistance, questions or sharing your stories .  

[Zasu]

 Fitbit Support is better at "stonewalling" rather than providing customer service.  After 2+ hours on the phone and several emails, Fitbit will not "unlock" my Charge 5 which they just locked.  I'm not asking for a replacement; I am asking they unlock the device I've been wearing for past 11 months.   A "locked" device is unable to pair with phone.

Over the years, I have purchased Charge2, Charge3, and Charge5.  In my opinion, the devices seem to be built to fail after 12 months and support couldn't care less.

[JuanFitbit]

@Zasu , Nice to see you back. Thank you for your message. 

Quick question. Did you contact Support previously about the  Charge 5 and was it already  replaced?
If so , this could explain the situation. If your device was found as not working as expected and it was replaced, the device that was replaced cannot be used and musst be disposed properly. In case the Charge 5 was not replaced yet, explain it. to our team to see what they can do for you. 

[Zasu]

The device that I purchased from Best Buy  in July 2022 ceased working after it was in water.  Before I realized that that device was still under warranty, I purchased a new Charge 5 from Amazon in July 2023.  

A few days after ordering a new device from Amazon, I received an email from Best Buy informing me that my 1 year Fitbit anniversary was approaching, meaning I was still under warranty.

I requested and received the replacement for the 2022 device, fully intending to return the device purchased from Amazon just days before in July 2023.  

I really like the Charge 5, and given that my first one from Best Buy (July 2022) only last less than a year, I decided to keep my newly purchased device from Amazon (July 2023) as a back up to the replacement I received 

In sum, I purchased 2 devices and you replaced one. The Charge 5 purchased from Best Buy in 2022 is the one that failed and which you thankfully replaced.

I also kept the Charge 5 I purchased from Amazon in July 2023, just days before I realized my 2022 Charge 5 was still covered by warranty.

Hope this helps.

[JuanFitbit]

@Zasu , Thank you for your reply and explanation. 

So , what device is blocked? The one purchased in Best Buy, the replacement for it or the one purchased on Amazon? If the one blocked, is the one damaged  (Best Buy nr1) This is meant to be so. If the blocked one is one of the other 2, please let me know so that I can inform Support. 

[Zasu]

I no longer have the 2022 Charge 5 purchased from Best Buy.  That was the one that stopped working.

The Charge 5 that is locked is the one I've been wearing for the last 11 months.  It is from Amazon, purchased in July 2023.  I just want it unlocked.

The replacement Charge 5 is unused.  I never activated it as I planned to use it if and when the Amazon Charge 5 ceased to work since most trackers seem to last about 2 years.  I like the small size and color screen on the Charge 5.  

Hope this helps.

[Priyanka82]

@JuanFitbit , I haven't received the payment as promised earlier. May you please check with your team if refund transaction is actually initiated.

Thank you for help.

[GaynorGreen]

Hi

i have a similar case with Fitbit Sense 2 with the back falling off! On contacting Fitbit they promised to reimburse me if I set up an account with Payoneer, which I did, they told me to wait 3-6 weeks. After 6 weeks no payment was made and then was to,d as I had not contacted them for sometime they closed my case! Why ask someone then to wait 6 weeks. Fitbit have opened four different cases and nothing resolved. I was told to contact Payoneer which I did, they were very polite! They said they did a thorough search but no payment was made by Fitbit and they need proof of deposit! Which Fitbit are not supplying, therefore someone is not being truthful!!!