RMA replacement - still waiting after 21 days

[maermann]

I contacted Fitbit support regarding my unresponsive Charge 5 (still under warranty.) Display would not turn on. Unit would vibrate once when connecting to the charger. After troubleshooting with the agent, he sent us an RMA return label on July 17 (FEDEX.) Tracking shows Fitbit received the faulty device on July 19.

3 weeks later and we have not received any updates from Fitbit. I contacted support twice but every time the agents tell us "...The process of the replacement I think, because we don't have a contact to the warehouse since I don't see any other updates about the ware if they're still not received it or what...."

It seems that they don't know if they received it or not. It's super frustrating as we cannot get any updates on the status. #gottalovegarmin

[Odyssey13 · Accepted solution]

Hi @maermann once a device is returned to Fitbit, it goes to the warehouse where they check to make sure all the requested pieces are there. It can take two weeks or more before the replacement is shipped out, according to posts on the forums from those who have had similar experiences. Evidently the sales for the Charge 5 have resulted in reduced stock. I'm sure they will let you know once it's shipped.

[maermann]

4 weeks and still no messages or status updates from Fitbit.

[Unhappy10]

I received my replacement quite quickly, only to find the one they sent me didn't work at all, total black screen, no green lights on the back, and would not reset. I called customer service and they said they would send me another one, that would probably mean another 2 weeks without a device. I asked for a refund, but they said I could not get one due to the fact that I bought it off Amazon from evidently a 3rd party seller. This really reeks of taking any measures they can to avoid responsibility for a poor product. 

[Theeladydi]

I'm having a similar situation....i did get a email thry got it and it is getting replaced....they request my address to ship replacement on Aug 15 which I replied the sane day and haven't heard from them since....I emailed asking the status of my replacement yesrerday got no response...you would think they would atleast acknowledge the email an say they are working on it....frustrating  ..

[NunyaBizness]

I contacted Support regarding my Charge 5 that I had for 2 weeks that suddenly died during the night, went thru all the troubleshooting with them, answered a ton of questions, then they deemed it fit the criteria for a replacement. I was told a new one would be sent out ASAP, and to destroy or recycle the one I had. Good thing I waited. I got an email the next day telling me I had to return it to get the replacement. Return took 1 week. Never received another email, called/used live chat several times and 3 days after they received it they finally admitted they had it. Told me I would receive an email that day with shipping info, AFTER I yet again provided my info/return address. 3 WEEKS later and still nothing. Finally they admitted over the phone they were out of stock. Contacted them yesterday and finally was told 4-5 days and I actually received an email stating this along with a link to check the status thru Google. At this rate they've had my device longer than I actually did. I was also assured it would be a NEW NEVER USED Charge 5, and not a refurbished one considering I only had it for 2 weeks.

[maermann]

After waiting 4 weeks I contacted online support again. This time the agent told me they'd ship a replacement "right away". They asked me to confirm the colour and the shipping address. After the chat, I received a confirmation email from Fitbit that same day. I received the replacement 5 days later (without a band or charger.)

[tashley235]

I can't speak to return process, specifically. I can share with you that I ordered a Charge 5 in blue on July 17th and still don't have a definite ship date. The last estimate I was given is end of September. So, even if they do finish processing in your returned product, it may still be some time before your replacement ships. Best of luck! 

[Theeladydi]

I end up getting thru to someone and received a email with info for my
replacement. It arrived 5 days later. My suggestion to anyone is to call
process is faster.

[NunyaBizness]

I finally received my replacement about 5-7 days later (total time over 4 weeks). I was going to contact them again as the ECG part hasn't worked since I got the replacement. Then suddenly yesterday it worked. Overall annoyed with the company and their horrible customer service. Would never buy another product from them again.