Warranty department

[Mg30002]

Fitbit warranty department refused to help me because I bought my (now broken) Charge5 through Amazon. I didn’t realize that it was through a third party. 
Yesterday, I went swimming with my watch in swim lock. While I was in the pool the screen went black. I thought maybe the battery died but it was the watch itself that died. It seems to be a rampant problem with no fix in sight. 
I contacted customer service and they were very helpful. When my case got elevated to the warranty department everything went bad.  I understand that rules are rules but it’s  really just bad customer service. 

[Odyssey13]

Hi @Mg30002  you should get with Amazon and they can help you with the seller. That's one thing I've had to learn about Amazon - third party retailers. Unless it is sold and shipped by Amazon, it's a bit trickier to get with a seller when there is a problem. At least, that's what my experience has been. If you paid by credit card, call them and see if there is any insurance on purchases you've made. Often an insurance is on an item and you're not even aware of it until you give them a call.