My experience with Support

[KrystynaF]

FAULTY FITBIT INSPIRE 3 RETURNED (DHL-SHOWS DELIVERED TO GOOGLE/FITBIT ON 21 JAN TO THEIR SPECIFIED LOCATION IN WARSAW,POLAND) !!! I AM IN THE UK... I WAS INFORMED THAT AS SOON AS IT ARRIVED THERE - A NEW REPLACEMENT WOULD BE IMMEDIATELY TO ME.  IT IS NOW 12 DAYS AND NO EMAILS, CALLS OR UPDATES SINCE THE FIRST CALL WHERE I GOT AN EMAIL WITH A POSTAGE LABEL OF WHERE TO SEND IT BACK. . 

THE ONLY WAY TO GET AN UPDATE IS TO CALL (SEE BELOW AND FOR SOME REASON A NEW CASE ID IS CREATED EACH TME!! THERE IS ONLY ONE DEVICE.  I HAVE CALLED 3 TIMES NOW AND EACH CALL TAKES UP TO AN HOUR PLUS WHICH ENDS IN ... "THE AGENT HAS TO ESCALATE TO HIGHER LEVELS WHO WILL GET BACK TO YOU!!!" THEY NEVER DO..  

I AM TRAVELLING TO THE US THIS WEEK AND NEED THIS DEVICE BY THURSDAY 5TH FEB 2026 FOR THE WORK I AM DOING OVER THERE (THE AGENTS ARE AWARE OF THIS). I HAVE HAD VARIOUS VERSIONS OF FITBITS FOR PROBABLY 18+ YEARS  AND NEVER A PROBLEM IF I HAD TO CALL THEM/FITBIT - NOW IT IS PART OF GOOGLE - DREADFUL SERVICE !!    I AM AT MY WITS END NOW - WHAT IS GOING ON?

Recent cases

We're working on these support cases for you

Fitbit ⋅ Other

Case ID 6-************

In Progress

Last updated 20 hr. ago

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Fitbit ⋅ Other

Case ID 5-***********

In Progress

Last updated 2 days ago

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Fitbit ⋅ Trade-in not returned to me

Case ID 5-************

In Progress

Last updated 4 days ago

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THANK YOU - ONLY 3 DAYS BEFORE I GO TO US AND URGENTLY NEED THIS NEW DEVICE! 

KRYSTYNA 

Moderator edit:  updated subject for clarity & 

 removed personal information

[Odyssey13]

Hi @KrystynaF  These are the community forums, a peer-to-peer user forum. Don't expect a response from the company itself from a post here. You need to get directly with Google's customer support, not a customer based forum. 

Each time you call and get a new case number, it puts you at the end of the queue. You need to contact them with your original case number (the one where you returned the device) in order to get things expedited. From what I've seen on the forums, once the device is returned, the warehouse has to first verify it is the correct item. I'm not sure how long this takes, but pretty sure they don't work weekends, so it might be longer to have it go through the system.

Since it does seem unlikely you'll receive your Fitbit before leaving on your trip, you might need to make other plans for tracking your steps. A simple pedometer that counts steps can allow you to manually put those steps into your Fitbit app.