My Inspire 2 FitBit is not reporting heart rate after only six months since purchase

[Peter-in-MA]

I've called the "Fitbit Premium" phone number [(877) 623-4997] two times now (10/28 and 10/29), regarding the fact that my Fitbit Inspire 2 (which I purchased June 2021), has stopped recording heart rate.  The respondents on both phone calls, after attempting such fixes are re-starting the Inspire 2, assured me that my Inspire 2 was within the warranty period, and judged that the device needs to be replaced, and they promised they would send me an email with a prepaid shipment label, for returning the defective unit, and Fitbit would send me a replacement Inspire 2.  Both respondents assured me that this acknowledgement email would arrive within 24 hours, but now, days later, I've received no confirmation email of either of my malfunction report phone calls to "Fitbit Premium," nor any instructions as to how to address the malfunction of my Inspire 2.

[Odyssey13 · Accepted solution]

Hi @Peter-in-MA  that number is for customer service and if they promised to send an email, they will. From what I've seen on the forums, it goes from the initial contact to the next person, who sends out emails. They will email you and it will include the necessary instructions.