The emailed code for a free Charge 5 band accessory does not work

[Fritzjurg]

I've logged in, added a Charge 5 and a sport band. When at checkout, I enter the promo code from the email I received from Fitbit as an offer for Premium members.  I copy & paste the code from the email but I get the message "Sorry, the code is invalid"  Help? Any advice?  The promo code expires tomorrow (9/3/21)

[SilviaFitbit]

@Fritzjurg Welcome to the Fitbit Community. Thanks for the detailed information shared. 

I was able to see that you have a case with our Support team and it was escalated to the correct department. Please continue the communication with them. 

In the meantime, you could try clearing your browser cache and enter the code again. 

Hope this helps. 

[Fritzjurg]

No one from Support has contacted me.  It has been 6 days and I imagine everyone is busy.  Is this normal?  I'm still interested in the 5 & strap

[Tristannyc]

I too have this issue. I opened a chat with them and a phone call and they basically said "Since the promotion has expired" even though I put in my order prior to it expiring and the band not showing up, they will not and cannot add it to the order.

Kinda sucks and really crappy customer service. Like... still pre ordered it, pre ordered it before it expired. It never applied, but now it is expired so they are trying to wiggle out of it for the 25$? Fitbit customer service forgets the key part of the term "Customer". It is all scripts and outsourcing. Probably some of the worst customer service in the game, but they have us over a barrel. 

[Fritzjurg]

Yes, annoying.  I've reached out to an executive at Fitbit for assistance in mine and your case.  I hope they can help.

[Fritzjurg]

Hi Silvia, it has been over a week and no response from support.  Should I consider the pre-order incentive as now lost?

[Tristannyc]

That would be excellent. Please let me know if they respond. --
Sent from my phone. Please excuse any typos, over abundance of emojis, or
autocorrect duck ups.

[Rich_Laue]

Maybe choose the option for online chat or a telephone call. 

To get someone's attention @Fritzjurg try properly tagging with a "@"

[Tristannyc]

Yeah I did a phone call. It was worse. --
Sent from my phone. Please excuse any typos, over abundance of emojis, or
autocorrect duck ups.

[Fritzjurg]

Hi @SilviaFitbit, it has been over a week and no response from support.  Should I consider the pre-order incentive as now lost? Also, someone else in this comment has confirmed they had the same issue with the code.  I had cleared the cache in both Chrome & Edge and still no success when entering the code.

[SilviaFitbit]

@Tristannyc Hi there. Thanks for sharing your experience with this promo. 

I see where you're coming from. Since you mentioned you contacted our Support team, I was able to see that it has been redirected to the correct department, they will do their best to help you and provide an appropriate solution. Thank you for your patience. 

@Fritzjurg Thank you for getting back. Due to the high volume contact, there might be a delay on their behalf. However, be sure that they will get back to you. 

Hope this helps. 

[Tristannyc]

Still no responses from Fitbit sadly. 

[SilviaFitbit]

@Tristannyc Thank you for getting back. 

I was able to update your case details, due to the high volume contact, take into consideration that our team might take longer than usual to get back to you. Be sure that we do our best to assist you. 

Have a nice day. 

[Tristannyc]

I got a few strange emails... not sure what is happening now.

[SilviaFitbit]

@Tristannyc Thank you for getting back and sharing those screenshots. 

I was able to see that you've had another case with our Support team and it was closed, this is why you're getting this type of emails, they ask you on your feedback for that specific case number. Your feedback helps us to continue improving our services offered. 

Also, in regards to the other case, our team is already handling it and you should receive a reply soon. Once again, your patience and understanding while they get back to you is truly appreciated. 

Hope this helps. 

[Tristannyc]

Thank you, really hope I am able to get the free band. Had my heart set on the black cherry sports band 🙂