Long time user here. 10 years. Always buying the latest Fitbit. Bought me a Charge 5 a year or so ago. Bought a 2 year warranty and a year of premium. Direct from Fitbit. 6 months into it, the watch died. Did the whole song and dance to get the replacement started. When I went to order the replacement, it was backordered. Ended up waiting nearly 5 weeks before receiving new watch. I did not request a credit or refund to my premium subscription at that time. I figured when the time comes, they will take care of me. Well, my subscription is up for renewal. I reached out to Fitbit. Asked if upon renewal I could get a 1 month credit or discount equal to the month I lost when the Charge 5 died and I was without while waiting for the back order. Here's what they said. "We do not give any refunds or credits of that type that you request" Okay. Not a sorry for your ordeal when you were waiting for 5 weeks or thank you for being a long time customer and here's what we can do for you. Nothing. This is how they treat you folks. I really didn't like the new app design, of course they didn't ask me so I guess it doesn't matter. But, I, the customer, for 10 years, am really feeling now, like I don't matter. Lot's of options out there. Guess it's time to start looking at them. They probably won't miss me. I sure hope someone else will appreciate loyalty and customers better than this though.
