Charge 3 is broken and I can’t get in contact with support

[StaceyinDeutsch]

My Charge 3 started dying today. The charge went from 100% to 6% in 3 minutes. I’ve slept the whole day trying all the solutions in the forums:cleaning it, rebooting it multiple times, syncing/re-syncing. Hard reboot, factory setting...etc... nothing is working. I live in Germany and by law have a 2-year warranty, but I can’t find a way on the website to contact a real life person and there are no Instructions aside from sending a tweet. I don’t have Twitter 😕 

please help-I need my Fitbit to work ASAP as I am part of a sports study for my university!!

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Moderator Edit: Clarified subject

[Odyssey13]

Hi @StaceyinDeutsch  I notified a moderator to stop by to address this with you. I have a few numbers, but none for customer service in your area.

[StaceyinDeutsch]

Thank you Odyssey13! Much appreciated! 

[AlvaroFitbit]

@StaceyinDeutsch Welcome to the Fitbit Community!

Sorry to hear about this and thank you for troubleshooting this issue. I was checking the system and could see that you already have a ticket with Support so please work with them to find a solution.

@Odyssey13 thank you for letting me know about this.

Keep me posted.

[StaceyinDeutsch]

Sadly we were not able to resolve the issue. Support kept asking me to troubleshoot issues I had already taken care of and nothing was helping. I asked support to help me get into contact with warranty so I could try to get a new one and their response was “maybe you’re not charging it correctly.”
I contacted Amazon, whom I bought it through, and within 24 hours I got a full refund and had ordered a new one and already got it. I have no issues with the new one. I’d have to give Fitbit customer support a low rating and Amazon customer support a high rating 🙁

Stacey M. Altamirano

[AlvaroFitbit]

@StaceyinDeutsch sorry to hear about this.

When contacting Support I suggest you let them know that their suggestions didn't work as they need to discard any other issue and provide all the applicable troubleshoots. Still thank you for the feedback and happy to hear that Amazon was able to get you back on track.

Happy stepping and stay safe.