Replacement Policy Charge 5

[KrazyKatLady]

My Charge 5 malfunctioned. Fitbit was nice enough to send me a return label, however it took 6 days for the device to get there. Per Fedex, it was delivered on Tuesday, but I never got a confirmation from Fitbit. Now it's Friday, and I keep getting told by chat support that I just have to wait for the replacement team to contact me. How can this even remotely be considered good customer service? I am fortunate enough to have a backup device (Luxe), but if I didn't, this might be enough for me to call it quits after nine years. I've had devices fail and need replacement before, but I've never had a  company treat me like this. 

Rant over. 

Thanks.

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, thank you for sharing all these details about the inconvenience you've been having with your Charge 5 and for confirming that you already contacted the Customer Support team, @KrazyKatLady.  

I'm sorry to see that you had this problem with the shipping process of your replacement. I've been informed that you were able to get in touch with the Support team again for further assistance with this and it seems they've provided you with some extra information. In this case, they will let you know how to proceed. 

Thanks again for taking the time to share all your feedback and comments about this. 

[Pgaltieri]

I had a similar problem.  My Charge 5 malfunctioned after 4 months.  Fitbit was nice enough to say they would send me a replacement.  The tracking number they sent me was wrong.  I contacted support twice to tell them this and they kept telling me I had to wait and that it was probably not in UPS's system yet.  UPS kept telling me the number was invalid.  I signed up for delivery alerts and never got a single one.  The tracking number Fitbit sent me was correct for the first 14 characters and then it was followed by 202905.  The actual tracking number was followed by 1013###.   I checked with parcelous.com and they couldn't find the tracking number Fitbit sent me.  It doesn't seem very customer friendly to tell me I'm wrong when I ask for them to verify the tracking number.

Moderator edit: format

[JFarina56]

I have had the same problem replacing my Charge 5. It was 9 months old and had an extended warranty when the screen just went black. I have tried all of the suggestions support sent to restart it, all to no avail. I was promised a new pebble would immediately be sent. I received a package a week later and found a pink inspire inside, not a charge 5 pebble. I called customer support and was sent a return label to send the pink item to calexico. I noticed the return address on the return label was a Judy Montgomery in San Francisco. I pointed that out to the agent and he assured me that was another return center! That made no sense to me at all! He told me a new Charge 5 would immediately be sent to me. I am still waiting. Other calls to customer service resulted in the case being escalated to somewhere! I have not received a call or an email. I am just done with Fitbit and would like a prorated refund on my Charge 5 at this point.

[DavideFitbit]

@Pgaltieri @JFarina56 Thanks for taking the time to share all your feedback and comments about this. 

Since the replacement process would be handled by the Customer Support team, I do recommend that you continue the Communication with them so they can let you know how to proceed. It may be necessary to get in touch with the carrier as well. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Thanks again for taking the time to share all your feedback and comments about this. The team continues to work to improve the Fitbit experience and your feedback is a big part of that process.