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trouble with a warranty claim

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‎05-08-2023 10:40

‎05-08-2023 10:40

I was a big fan of fitbit until I tried to submit a warranty claim. I have not been consistently receiving notifications on my charge 5 for several months. I did all the troubleshooting set forth in the posts on this forum. Then I called support to submit a warranty claim. My device was in warranty. I have a lot of time  on the phone with fitbit and have been communicating with them back and forth by email for over a month. It seems that fitbit does not want to accept what I am telling them. It appears that they are trying to avoid making good on the warranty. I have had to send multiple screen shots of my phone to show I have turned on the notifictations they requested. It feels like we are going in circles and they tell me that I have to exhaust all the troubleshooting steps before they can process a warranty claim. I think there muct be at least 10,000 steps to get there. I have lost confidence in the product and the serve. Has anyone else had a similar experience? 

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‎05-08-2023 23:49

‎05-08-2023 23:49

My Fitbit Charge 5 has failed twice - less than 6 months use on each device.  Each time there is a constant back and forth with Fitbit even though on the second occasion, I told them the steps that they asked me to do last time I had already tried.  They asked me to send a video, which I did.  They then said I needed to wait 10 seconds after pressing the button on the charging cable 3 times, so I've just done that and sent it to them.  It took about 3 weeks to get the last unit replaced, so I was hoping that I could get them to fast track given I advised on initial contact what i had done - but apparently you can't go from Step 1 to Step 5, you have to follow the process.  Frustrating.

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