warranty scammer

[mhy89]

my email was changed which fitbit allowed freely without any password or confirmation

now fitbit has sent my warranty to an address who is not mine and a name which is not mine

I contacted fitbit and they said a security team would contact me asap

instead 8 hours later I get an email from fitbit saying the shipped out my warranty to the fraudster 

what should I do ? 

[Odyssey13]

Hi @mhy89  email addresses can't be changed without confirming it. You may have missed the email that was sent to you, which happens when something ends up in the spam folder or a person isn't checking email frequently. Nothing you can do but to wait for the security team.

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @mhy89. 

I appreciate the information and feedback provided about this issue with the replacement that was issued. 

Pease keep in mind that sometimes a case will need to be escalated to a higher level of Support, this means it will take a bit longer than usual to receive a response, but I'm sure you'll be receiving a response soon about this specific issue and they'll let you know how to proceed. Please keep an eye on your inbox and make sure to continue the communication with them once you receive a response. 

[mhy89]

I'm not sure why the replacement wouldn't of at least been put on hold as soon as i contacted fitbit, instead after 8 hours, they still ship out the item to a fraudster?

security team finallly contacted me a day later, and said someone used my email and password to log into my warranty replacement which is frustrating because this is factually false, i recovered emails saying my email was changed not once, but twice  - as the user above commented - however he is also wrong, someone not seeing an email in their spam does not equal me confirming an email change

still confused on why fitbit immediately confirms warranty replacements 72 hours after an email change (unauthroized), why the warranty was shipped out in the first place after fitbit was aware it was fraud,  why the shipment is still in place and not being intercepted 

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I guess you cant even respond to the security email as its just the general support @ fitbit . com email ?
hard to believe a company runs support like this 

[DavideFitbit]

@mhy89 Thanks for sharing this update and for confirming that you were able to get in touch with the security team.  

It seems that you were able to contact them again and they were able to provide with with more information. In this case, since this is being handled by a specific team, I do recommend that you continue the communication with them for further details. Keep in mind that when something is escalated to a higher level of Support, it may take longer than usual to receive a response.