My wife and I purchased fitbits .She(12/22) and mine in 5/23 with a 2 year warranty. In 11/23 my wife had an issue with her charge 5. She tracks her activity and contacted Customer Service with her email but we used mine for correspondence. Both our devices were still under warranty and customer service replaced her fitbit but did so under my email. Everything was fine until 11days ago when I had an issue with my charge 5. It did not appear to be tracking sleep correctly. Customer Service had me install an update and delete my charge 5 and re add it to the app. At that time the app would not recognize my device and said it was already replaced under warranty as they replaced my wifes charge under my email. They said they could do nothing about it and referred my case to an upper management review. It has now been 11 days and I have not heard from anyone and when I call Customer Service they say someone will send me an email. I have been patiently waiting without being able to track any sleep or other metrics during this time. I have no idea how long is reasonable to wait and seem to have no other alternatives. Has this happened to anyone else? Any thoughts on how to accelerate the process?
Thanks
