Poor support service

[Rmos56]

Hi all.

I reported a faulty fitbit charge 5 ( pulsing when on charge, not working) after trying the resets as given to me by support, I was told I would be sent a replacement. I packaged mine for return, and printed the return form and label. I was not sent any info regarding posting, so I enquired, and was told I did not need to send a return.

This was on May 28th, and since then I have been pushed around between chat and support,  with no delivery date given for my replacement.

Is there a number where I could speak with someone directly regarding this problem ,as it is becoming more frustrating every time I receive an email with excuses for why it has not been replaced.

Thanks in advance

[RiekoC]

Hello @Rmos56 

Here is the page with the various ways to contact Fitbit support (<-- click link) including by phone. It's helpful to have your case # when you talk to them.

BTW, I think there's an error in the date that you said you contacted support. Your post states that it was on May 28th. However, the date of your post was May 23 and I'm responding to you on May 25.

[Rmos56]

Hi, sorry, the original date I contacted support was 28 April, which means it's been almost a month.

My problem is, I just don't seem to be able to get an answer, I just get referred to support, who ignore my request ,then close the case.

I'll try a phone call and see if that helps, although I feel I will eventually give up, with no replacement.

Thanks

[RiekoC]

Hello @Rmos56 

Thank you for clarifying the date. Sorry to see that it's taking so long for you to get your replacement.

Definitely try contacting them by phone. Unfortunately, you most likely will have to continue to be persistent and followup until they confirm that they have shipped your replacement.