Warranty not valid for non authorized retailers.

[dhuze]

 I bought a Charge 5 in January from Amazon. About 2 weeks ago the battery stopped charging. I contacted Fitbit and they told me Amazon is not an authorized retailer. I sent them a strongly worded email, and got a response telling me I can find a list of authorized retailers on their website. Guess who's on their list of authorized retailers? Amazon. 

Then ,even though I'm pissed, I bought a new one directly from Fitbit. Well they sent me an email stating my order has shipped on Sept 19th. Every time I check the tracking it says it's still at the warehouse and hasn't shipped yet.

So who do I contact about failure to warranty? The FTC maybe?

Moderator Edit: Clarified Subject 

[Odyssey13]

Hi @dhuze  there is a difference between buying an item from Amazon and buying an item listed on Amazon. If it's something sold and shipped by Amazon, it has the Fitbit warranty. If it's shipped by another company,  it's not from Amazon and isn't considered an authorized purchase. Many stores do this now. Walmart sells items on their site that aren't coming from them, either. It's not a failure to warranty. Try contacting Amazon and the seller.

As for the delay in receiving your new Charge 5, it's probably something with the shipper. You check the tracking number? I know that many US shippers are having issues.

[dhuze]

It's Fitbits product and Fitbits warranty.  Nowhere in the warrantee does it state ''only if purchased by an authorized seller''. That's not how warrantees work.

I bought a saw from Home Depot and it broke. When I contacted the manufacturer they did not ask where I bought it, they made it right, period.

As for the shipping, I bought directly from Fitbit so they are the shipper and they are doing nothing to help me. They sent me a tracking number and all it says is it's still there. I get my mail every day from the post office and that's who it shipped through.

10 days with no movement is totally unacceptable. 

Oh and nice of you to edit my title.

[dhuze]

And one more thing. There is no way to contact anyone who can possibly help. I can contact someone in India who can tell me what I already know, but that's it.

Outsourcing your communications so you don't have to deal with customers is also poor business practice.

[Odyssey13]

@dhuze  I'm just a forum member and user of Fitbit products. The warranty info is here: click.

This quote is from there:"These Limited Product Warranties apply only to the original purchaser of the Product that was purchased from an authorized reseller or sales channel..."

As for the shipping, sometimes the shipper is slow to update their status. I've had this happen with USPS, UPS and FedEx.

[Odyssey13]

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or X/Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[dhuze]

Call that USA number and tell me you don't get India anyways. I tried it. The lady in India sent me the exact same tracking info I already have. She did what she can, but she cannot help because that's above a call centers job.

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For the record my order still hasn't moved from ''a shipping label has been created.''

Moderator edit: word choice and updated post.

[JuanFitbit]

@Odyssey13 , Thank you for your help !

@dhuze , A warm welcome to the Community ! Thank you for your feedback and information. 
Support informed me that they provided you already with a tracking number. 

Have you verified it lately? 
What does the message in the shipping service page say?