Unacceptable 'replacement' Charge 5 - beware

[IanV66]

Today my 'replacement' Charge 5 arrived. 

I sent back a fully boxed up Fitbit charge 5, the straps and the charging cable. 

What I got in return was just the pebble.  No strap, no cable.no box

How am I supposed to wear the device let alone charge it. 

Fitbit has effectively stolen my property, you took a fully packaged device with all accessories and sent me an unusable pebble. This is a joke and I expect remediation immediately. 

No a happy camper.

Ian

Moderator edit: format

[DramaQueenDiva]

You cannot post here and expect immediate remediation.  Most of us are volunteers (myself included) or other users.  I did, however flag your post for moderator attention, they will be in touch with you soon.

If you wanted immediate remediation, you should have done the "Live Chat" option on the "Help" page at the bottom of this site.

[IanV66]

Thanks for the repy.

I emailed and tried live chat.  My issue is that I was told that if I didn't return everything then they couldn't process my return - my Charge 5 failed and had a black screen after 5 days.  They just returned the pebble.

I know this is a community board, but I also know it is monitoried by Fitbit - its on their servers after all.

They clearly have a global problem with both the Charge 5 and Sense 2 - Charge 5 apparently managing to brick itself - there are too many reports of them becoming un-responsive for it to be co-indicence - if this forum is littered with them, you know there are more users out there that have teh same problem that aren't on eth forums.  And the Sense 2 - outside of one feature is basically a downgrade from the original Sense - no 3rd party apps, no 3rd party watch faces, and for me as a developer - no SDK, or plan to release one.

When you exhaust options, public calls are the only way forward.

Ian

[DavideFitbit]

Hi, thanks for the information that you've shared about this problem during the replacement process, @IanV66.  

I've proceeded to send your information to the Customer Support team for further assistance with this, but I've been informed that you already got in touch with them and it seems they've shared some instructions with you. In this case, I do recommend that you continue the communication with them for the next steps. 

@DramaQueenDiva Thanks for flagging this! 

[IanV66]

@DavideFitbit Just FYI, I have had notification, that new straps and cable are being sent, but no box.

Support is a joke TBH.

At some point FitBit are going to have to acknowledge that there is an issue with the Charge 5.