Problem with warranty return Charge 5

[Lynniepinpin]

I purchased the Charge 5 as soon as it was announced. I pre paid plus I paid fir fed ex p1 overnight delivery. I received the Charge 5 and love it but it dies not record my heartbeat it shuts on and off. Overnight it will shut down for hours at a time. I called several times and they had me do a factory reset twice. Needless to say my heartbeat still was nit being recorded all the time. 
Since then they finally decided that I could return under warranty but this is my issue. It went back fed ex but it will take 8 days to get to them.  Why. I purchased many of my Fitbit’s from them and this one I paid fir the overnight. Therefore I am without my charge 5 for probably over two weeks. Why in a warranty return would they take so long to get it back. Plus when they reship it to me with my new one will it take 8 or more days. Not happy about this 

Moderator edit: subject updated for clarity

[DramaQueenDiva]

It sounds like the problem is more or less with FedEx, although Fitbit could also be part of the issue.  I don't know what's going on at Fitbit in terms of returns, but I do know that shipping is often delayed now with several companies due to worker shortages.  If that is the case, the best thing to do is wait.  I had expedited shipping with mine as well and I still had to wait close to a week to get it.

[DavideFitbit]

Hi, thank yo for sharing all this information about the problems you experienced with your Charge 5, @Lynniepinpin. 

The returns for warranty are handled by the Customer Support team. For other details or updates about the shipping process, I recommend that you get in touch with them so they can point you in the right direction or provide you with more information about this.  The best way to get more immediate help with this is to chat with us online or give us a call. Click here to get connected. 

Thank you again for taking the time to share all your feedback. 

Have a good day. 

[Lynniepinpin]

Well it is now 10 at night on the 24 th. My Fitbit was fed ex smart post on the 15 th. Warranty return. They still do nit have it and now it says delivery pending. I paid full price fir this Fitbit and I expected it to be awesome. The heart rate never worked right and it is in the process of returning. Why did they not tell me the return would take so long. I would have been glad to pay fir 2 day shipping just so I could get a new one back sooner. I use to love Fitbit but this is ridiculous. Why oh why are they not being more friendly to the customer.  My Fitbit should have been there and a new one returned by now. The warranty program is horrible.  When will I get my new charge 5.  Maybe by Easter.  I am not happy just getting so upset. 

[DavideFitbit]

@Lynniepinpin Thank you for your reply. 

I'm sorry to see that you didn't have the best experience with the replacement process. It's true that some processes can take longer, specially when there are unexpected delays that also depend on third party service providers in charge of the shipping.

Thank you for taking the time to share your feedback and your experience with this; comments from users are always useful to continue to improving the quality of products and services.

I've sent your information to the Customer Support team for further assistance with this, but was informed that you already got in touch with them. In this case, they will let you know how to proceed. 

Have a good day.