Customer service delayed responses

[Merle22]

My Fitbit has totally malfunctioned, no longer working, and is under warranty. 

I contacted customer services A MONTH ago and after an initial back and forth suggesting I try various workarounds (I explained I’d already done these and none worked) I’ve had total silence. 

The case says “in progress” and says “updated” daily, but I’ve heard nothing. I’ve sent chase up emails and also asked to make a formal complaint but these have disappeared from my account. There is no trace of any of my attempts to follow the case up. They are logged and I can see them then within 24 hours they are removed!

So here I am with no Fitbit and with the best will in the world it seems obvious to me that this is a deliberate tactic to force people to buy another Fitbit in frustration. 

What on earth can I do here? The warranty promise is seemingly a sham. 

Moderator Edit: Clarified subject

[Sandgrounder99]

The same thing - trying to get hold of somebody to address the Warranty issue is a pain.

I purchased the Charge 6 in March 2024 - it charged but only lasted for a couple of hours - now it will not charge,

Based on this experience I will no longer be purchasing FITBIT.

I have also complained to Amazon.

[RiekoC]

Hello @Merle22 & @Sandgrounder99 

I've flagged your posts to a Moderator. Although they aren't able to help directly, they often can reach out to the appropriate team for followup.

[Merle22]

It seems this is standard, deliberate behaviour with warranty claims. I've found endless examples today of people with same experience as us. Completely disreputable.

This was my 3rd Fitbit over a 5-year period. Never again.

Total shysters. Good luck anyhow!

[FatimaFitbit]

Hi there everyone! @Merle22 and @Sandgrounder99 welcome to the Fitbit Community!

@RiekoC Thanks for the input!

I am sorry to hear that you haven't received an answer from support yet. 

@Merle22 I’m sharing a link to a form for you to fill out so we can look into this further. I’ll keep an eye out for your response specifically, so please let me know once you’ve filled it out.

@Sandgrounder99 I have been informed that your request has been successfully reported to support and resolved. I am very pleased that you have found a suitable solution. The Fitbit community is always available to help you. I hope you have fun with Fitbit!

[RiekoC]

Thank you for your help, @FatimaFitbit