Charge 4 Customer Service Issue - Warranty & Request for Replacement

[SIII_User]

I purchased a Fitbit 4 in November 2020. It stopped working in mid-March. I contacted Customer Service and requested a replacement. I received a return label and mailed it back on 3/18. I was told originally it would be a week to ship back (from NJ to CA) and 5 business days at the warehouse to process a replacement. Several emails later, now it's supposed to arrive on 4/12, and another 5-7 days for the warehouse to process the replacement. 

This is absolutely poor customer service. Has anyone else had to deal with something like this?

[SIII_User]

I guess no one at Fitbit cares about customer service. I have gone yet another 10 days and my issue is unresolved. I will never buy another FitBit again.

[MetalMastodon]

To make matters worse, as described in their warranty..... they may send you a refurbished replacement any time you need a product replaced, instead of a new one. I love their devices but Fitbit Customer Service is the lowest of the low 

[MRos3]

I also recently had to send in my fitbit for a warranty replacement on 4/13 (I bought the charge 4 in August 2020 and it always had a small gap between the tracker and the band, the gap got bigger and bigger until one day it just fell off my wrist). It's now 4/30 and I haven't received any word on the replacement... I chatted with support a few days ago and they said there was nothing they could do, it takes as long as it takes.

This is my second fitbit (my first broke after a mere 14 months) and I'm really disappointed in the quality of these watches. Made for everyday use, but breaks down faster than any of my other GPS watches. At this rate, I might go back to Polar-- the watch I bought from them 5 years ago still works great!

[maryl2]

Did you ever receive it back? I'm in the same process now.  So far 15 days in transit back from Michigan to California and still delivery is pending.  Guess it will be over a month or more before I see a replacement.  I had purchased the Asurion warranty from Amazon but decided to use Fitbit first.  Boy was that a mistake.  Live and learn. Now that I know I'm losing probably 6 weeks of tracking my fitness, I'll think twice about ever buying Fitbit products again.

[SIII_User]

Yes. Took 3 MONTHS. Never will buy a Fitbit again.

[maryl2]

Oh Darn.  Should have read all of this and used Asurion. Now I don't even have my item to get my money back.  But the Amazon warranty will go after this so at least I might get some money back when I return the replacement one....if it ever comes. Thank  you for sharing your experience!!!

[Dinamite]

I've now sent my Fitbit Versa 2 to Asurion three times!  That's AFTER Fitbit wouldn't do anything about it for MONTHS!  Then, they say "it's out of warranty".  Just got my Versa 2 back on Monday.......it's STILL draining the battery in HOURS!  They've supposedly replaced the motherboard twice and the last time, it went back again, for the battery draining. It drained to 54 % just sitting on my desk in a matter of HOURS.  I don't use live screens, which is the first thing they'll ask.  This is my 4th version of Fitbit and I think I'm done with the company!

[Dinamite]

I bought the Asurion coverage on my last Versa 2, since my regular Versa went up just after the warranty period.  I was glad I did, until.........I've now had to send my Versa 2 to Asurion 3 times for the SAME issue and now it's STILL draining it's battery.  I HAVE to charge it AT LEAST once a day!  

[Kokobean07]

Was your Fitbit out of warranty?

[Kokobean07]

What is your Fitbit out of warranty?

[Kokobean07]

What is asurion? My battery does same thing. Can it be replaced?