Charge 6 replacement without charging cable

[Peghigs]

Just received a replacement of my Charge 6 Fitbit thar I had returned.  I was instructed to return only the actual watch (not straps) as well as the charger.  I returned my Charge 6 in its original box.  What I received today was a CD size envelope with only a new watch.  No charging cable.  No original box packaging.  Very dissatisfied.  And now have to wait 24 hours to hear from customer service...  can't use new watch because I have no charger.  I sent it back go them as they requested.  Not happy.  Thought I would give a heads up to any others who may need to return detectives.  Might want to not return in original packaging.  And be sure you receive a new charging cable to replace the charger if they ask you to return as well.  🤨

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi there, @Peghigs.

Thanks for bringing this to our attention. I understand where you're coming from and I'm sorry for the inconvenience this has caused. We're always working to improve our services, and the input we receive from our members is a big part of the process. Please know your feedback isn't the exception.

I checked your details and it seems you already received a response from our Support team. Because they have access to all your information, I'd recommend keeping an open communication with them.

[HappyTrapper]

Hi, I am fairly certain that my instructions said to return the charging cable with my defective fitbit.  However my replacement showed up today in a small package and no charging cable.  The very first contact I had with a Fitbit rep did tell me to keep the cable and band, but nothing happened on that replacement event.  Does not look good for this product and support.  

[LizzyFitbit]

Hi there, @HappyTrapper.

Thanks for sharing your feedback, and I'm sorry for the experience that you've gone through. I understand how you're feeling and to get this right, I contacted our Support team and it seems they already sent you an email with more information. I'd recommend replying back to them should you have more questions about your case, I'm sure they'll continue helping you.

[HappyTrapper]

Lizzy, all is well now. I did receive good response to my concerns and questions all the way around. Thank you for responding.  

[LizzyFitbit]

@HappyTrapper It's nice to see you again.

You're welcome! Thanks to you for keeping me posted and I'm glad everything went well with your case. I hope you can keep reaching many more goals with your Charge 6. Happy stepping!

[dideedot]

I just received my fitbit charge 6 replacement today. The instructions clearly state to send back the charger with the broken fitbit, which I did with the original box. I only received the puck in an envelope, no box, no charger. After patiently waiting my replacement, this is very disappointing to now not have a charger. Very frustrating, as is the whole process of going in circles trying to return it in the 1st place. A 3 month old fitbit charge 6, to not have a new one sent back in a box or complete with a charger. How can I get this expedited? 

Thank you. 

[LizzyFitbit]

Welcome to the forums, @dideedot.

Thanks for joining this thread and sharing your feedback. I'm sorry for the experience that you've had. We value feedback like yours as it helps us to work and improve our services.

I noticed that you already have a case created with our Support team and it seems they already provided you with assistance. I appreciate the time you took to get in touch with them and please keep the communication with them, as I'm sure they'll provide you with more information about your case.