Charge 6 replacement was not shipped

[nfnfn]

My Fitbit Charge6 stopped working after 4 months of use, no signs of damage, no hazard exposure, nothing what could explain it. After a long conversation with a chat support they scheduled a replacement order saying that I'll receive email about it, etc. I provided address, phone, and all details. Following this, almost immediately, I indeed received an email that stated "We are more than happy to inform you that we are processing the Fitbit's device replacement. Your order should arrive within 5-7 business days from the day of shipment." Needless to say that I didn't hear back for two weeks, when I attempted to answer the email with question where my replacement is, the answer was "Thanks for contacting Fitbit Support. It’s been a little while since we heard from you, so we closed your case. For the fastest answers, visit our help site." Now, when I start chatting with the "24 hour support chat" again it resends me to some google questionnaire without availability to chat with anyone leaving this forum as the only source of connection. Well, here we are. It's good to have automatic system of replies but there must be some adequate limit.

Moderator Edit: Clarified subject.

[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

[AndreaFitbit]

Welcome to the Fitbit Community, @nfnfn. I'll be glad to assist with your Charge 6 replacement query.

I'm sorry to hear about your closed case and your experience. I checked your case and would recommend contacting our team again on the phone that @Odyssey13 shared with you, in order to get accurate information about your order. I understand how frustrating this could be and hope that it gets solved soon. 

Thank you for your assistance as always @Odyssey13.

Have a nice day. 

[DaisyWalker]

Hi - Have you received your replacement yet?  I ordered my replacement 2 weeks ago and I also have expereinced the same exact issues as you.

Thanks.

[RiekoC]

Hello @DaisyWalker 

Although it shouldn't have to be this way, you need to be your own advocate and continue to follow up with support until you receive confirmation that your replacement was shipped, including tracking information. Make sure to have your original case # and any supporting documentation when you contact them. 

[AndreaFitbit]

Thanks for getting back to us @DaisyWalker. I'm sorry to hear that you haven't received your replacement either. 

Please follow @RiekoC's advise. At this moment only Support can help you with your order information. 

Thank you for your advise @RiekoC.

[hokiefit]

So I actually got my replacement Fitbit in the time they said. But no one told me not to send the strap with it! Now I've got a new (I think) Fitbit but can't use it. Tried support once - they closed the chat. Tried to call. Google said they can't help, go thru Fitbit. I said that's what I did to get to you. They said too bad. Now I'm #40 in line again to see if this chat will be any more productive

[Edword]

If you are just missing a strap you can get one of amazon for very little less than 10 for a 3 pack delivered the next day. Since I got my fitbit in may I have order 3 strap, often they come with more than once so I have 8 straps in total. 

[KK420]

I am facing the same issue here. It's been close to a month since I was told that a replacement will be shipped but I am getting an email that says case was closed due to in activity. I used it for less than 3 months and the battery died on me every hour post 3 months.

Could someone help me with what I need to do to get a replacement. 

[RiekoC]

Hello @KK420 

Please see @Odyssey13 's post which has the contact information for Support.

You will need to be your own advocate and contact them again. Refer to your original case # and tell them that you did not receive your replacement.

[KK420]

Thank you @RiekoC. Will try this through the support channel again.

[DaisyWalker]

Don’t waste your time with support. It took 4 weeks to get mine. Support played the “it’s not Fitbit support it’s Google support you have to contact.” When it’s one in the same. I was given a discount to purchase a new 6. I just checked weekly. Then one day there was an option for shipping. 

Give it a month.

[KK420]

Thank you @DaisyWalker . It's already been close to a month since I was confirmed on replacement. Will wait a bit longer considering your suggestion.🙂