Anyone know how to speak to the escalation team within customer support?

[zoezoezoe]

I have raised two customer support queries on the same topic. Both first line support people have said they can’t help and need to escalate the issue but then I have had zero response.
Anyone know how to get to a second / better level of customer support team?

Fyi problem is that Fitbit screen keeps on turning on without being touched. This is even tho it is in sleep mode and auto wake is off

This drains the battery unacceptably quickly 😞 and is pretty annoying when your Fitbit lights up when trying to sleep. 

[Odyssey13]

Hi @zoezoezoe  if you were told your case was being escalated, it has been. It might take a day or two depending on how many were ahead of you and how many support specialists are available. Just so you know, each time you get in touch, it creates a new report and places you at the bottom of the queue. Meanwhile, keep checking your email inbox for anything they send you.

[JuanFitbit]

@Odyssey13 Thank you for your comment.

@zoezoezoe , A warm welcome to the Community! Thank you for  your message. Support informed me that you should have received an email with instructions on Jul 23rd. 

If you cannot find the message on the message in your Inbox, then verify the Spam/Junk folder. If you find it, reply to it, so that our team can update your case, and see if the instructions provided are still current or you'll need to do anything else, since a long time has passed since the message. 

[zoezoezoe]

The last case I raised was ******* on 15 September. I have since received no follow up with any suggestions on how to fix the problem after first line support said they would escalate it. 

I only raised this case after my previous case I opened also had zero response after support said they would escalate it. This earlier case number was ****** and raised on 3 September.  I waisted 11 days before raising a second case given the  guidance says 1-2 days.

Moderator edit: removed personal information

[JuanFitbit]

@zoezoezoe , Thank you for your message and information. 
I've updated your cases with Support. So that they can see what went wrong and assist you further. 
My apologies, as this is not the experience that we want for our users. 

[zoezoezoe]

Thanks. It’s now a week later. Do you know when I might expect any help?