404 Error after getting customer chat support

[transparency]

Hello, 

I am just detailing my experience after getting 404 errors trying to connect to online chat. After speaking to them once about 1 broken watch, I wanted to speak to them about another broken watch (yes, that's right, both my husband's watch and mine broke--if that's an indicator of device quality), and they advised me to start a new chat and case for the second watch. After ending the first chat and trying to start the second, I received multiple 404 errors and the chat would not open. It just redirected to a 404 "This page has taken a different path" page.

I cleared my cache and opened multiple browsers to no avail. As I have a suspicion that fitbit is not the most ethical company, I decided to try my VPN. Guess what? No problem getting on to chat.

So, yes, there is your answer folks. You need to change your IP because fitbit chat support blocks your IP once you've talked to them once. Not only is that highly unethical, but it doesn't solve any of their long-running customer support and device issues. I am extremely disappointed with their ethics as a company and would love it if more people tested this out, as I think it should be public knowledge.

If fitbit support can and is brave enough to provide a real answer to this, I think their customers deserve an honest answer.

[SunsetRunner]

Hello @transparency 

You might want to view this Fitbit suggestion here on the forums: https://community.fitbit.com/t5/Feature-Suggestions/Allow-Fitbit-Access-through-a-VPN-on-Mobile-App/... You can definitely vote and make your voice be heard. I’m not an advocate either direction so don’t be mad at the messenger 🥴….I’m just trying to help answer your post and point you in a direction that might interest you. 
I hope this helped in so way

[lroth__25]

they closed my request! I, unfortunately, don't have a VPN, but not only am I getting an error they closed the conversation after me not responding 30 seconds later. as I was still typing! I expect more from such a well-known brand. very disappointing.

[SunsetRunner]

Hello again @lroth__25 

I’m uncertain as to what exactly happen in your case as to why your request was closed 30 seconds after not responding. Have you considered calling them directly with the issue you are experiencing instead. Their direct contact number is 1-877-623-4997. Maybe calling them directly would work better for you. 
I’m not sure why you were reaching out to Fitbit Customer Service but is there something that maybe I can try to sort out for you? An issue you might be experiencing with your Fitbit Tracker? I can’t make any promises but I will try and help the best I can. Unless of course it involves private account information or premium services disputes or purchases then calling Fitbit Customer Service would be better suited.