Poor customer service and a faulty Charge 5

[Ads11]

My charge 5 has begun losing battery charge going from 100% to 0% in 2 hours. I contacted Fitbit via the online chat. The first time they checked all the details and said charge again to 100% let it run down to 0% but make sure I sync it at least 9 times before it lost its charge. 

I duly did all of that today and went back to Fitbit for help. I provided my purchase details (bout on Amazon just over a year ago) only to be told that it wasn’t bought from an authorised retailer and they wouldn’t help me.

I was disappointed with this response and queried whether this was correct and whether they could provide any help and again told no. I then asked for the information to make a complaint and all they suggested was posting on this message board which I find ridiculous effectively airing this whole complaint on a public forum which could be resolved privately. 

The service for start to finish is terrible, unhelpful and not what I expect from a company as prolific as Fitbit. I am on my 3 Fitbit and had previously been a premium member before all of which I’m sure they can see on their database however I will not be purchasing a fourth as the customer service is abysmal. 

[Odyssey13]

Hi @Ads11  try taking it up with Amazon. The problem is that unless it's sold and shipped by Amazon, it could be from a third party retailer. If Amazon can't help, see if your credit card company can do something. When we use a credit card for payment, there is often recourse when an item fails. It can't hurt to give it a try.

[UlrikeDG]

The problem is, Amazon uses the same link to sell from Amazon directly and from 3rd party sellers. You have to really LOOK to see who is doing the actual selling, and you can receive from two different sellers even if you click the same link both times. If you just hit the "Buy" button, you won't have a clue who the seller is until you start getting spam from Amazon asking you to rate the seller. Any time you do a purchase on Amazon for a product where warranty is important, look under the "Buy" button to ensure it says:
Ships from: Amazon.com
Sold by: Amazon.com

Be very cautious about doing chargebacks for Amazon purchases. Amazon can and will ban you & delete your account, and you will lose access to all of your digital purchases (Kindle books, Audible books, digital movie purchases, etc).

BTW, Amazon *is* listed as an authorized dealer, so if you can find your receipt (or check your order history) and confirm that it really was sold by Amazon dot com, your warranty should be good!