Waiting weeks for replacement.

[PPTurner69]

I sent my fitbit charge 5 back to fitbit on May 25th.  The tracking information I have says it was picked up on the 25th and nothing else.  I think something is wrong - this is fedex.  I've contacted fitbit customer service on the phone and chat and get told the same thing - it hasn't been received yet.  Prior to sending back, I troubleshooted the device with a rep at least 3 times.  This is getting ridiculous.  I wish I could just get my money back and I'll go buy a different brand of tracker.  I'm currently on hold waiting to get a rep, and have been waiting for 14 minutes listening to the hold music.  

[jfe]

I had a Charge 3 malfunctioning. It was not needed to be returned. Fitbit sent me a new device after contacting them. I would need to send proof of the malfunction. Maybe the procedure has changed after Google purchased Fitbit? What was your problem with the device?

[PPTurner69]

It was fine and then it was dead.  Wouldn't turn on.  

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @PPTurner69. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5 and the shipping process. 

@PPTurner69 Every case is evaluated individually and it's possible that sometimes the return of the defective unit will be necessary. I've been informed that you were able to get in touch with the Customer Support team 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. 

See you around.