Charge 4 isn't recording data correctly

[CREDDERS]

Can somebody tell me how to raise a complaint with Fitbit. I have a Charge 4 which is recording incorrect data and also not recording data. The item is 5 months old. I have used chat forum but have not resolved issues. I had a basic fitbit before and it was great upgrade to get more data (or not). Totally frustrated.

Moderator Edit: Clarified subject

[Odyssey13]

https://myhelp.fitbit.com/s/support?language=en_US 

[CREDDERS]

I've already tried that route and get no response. It was advise through chat with Cust support. I am in the UK. 

[Odyssey13]

UK: call 0800 069 8505

These forums are mostly people who use the Fitbit products. People do come here to ask questions or voice concerns over an issue. I've asked a Fitbit Moderator to stop by to address this - they are employed by Fitbit.

[CREDDERS]

Thank you for your reply. How will they contact me? John

[Odyssey13]

@CREDDERS  the Fitbit Moderator will reply to your post on the forum. If you have any relevant information you can share, it would help them know how to proceed. 

[JuanFitbit]

@Odyssey13 , Nice to see you here. Thank you for your message and help. 

@CREDDERS , A warm welcome to the Community! Thank you fo reaching out and for your feedback. I apologize for the experience that you are having, as this is not the one we want for you. 

Normally you can reach a complaint via email. I was informed that our team provided you the mail address, that is not currently on. 

To reach out per Email you can use the portal or the Fitbit app Support links. 

I also was informed that your mail was received and also updated your chat cases with Support so the complaint was saved. 

I thank you for your comments and feedback, as they help us improve our services. 

See you around. 

[poruatokin]

Please let us know how your case proceeds and any ultimate solutions by updating the topic here.  It will be useful for others that might have similar problems.

[CREDDERS]

Update. I have received an email asking for photos and details. These I have forwarded with detailed description of issues. Although frustrated with issues with new Fitbit Charge 4 I appreciate the support and response being given so far. I am sure that issues will be resolved hopefully sooner than later.

[CREDDERS]

Thank you for your correspondence. I can confirm that Milena has responded and asked for information which I have sent by return with photos. I hope this all helps and that a satisfactory solution is reached. I will adjust,delete,amend or reinstall based on your advise.
Many thanks.
John

Moderator edit: removed personal information
.

[Odyssey13]

@CREDDERS  thanks for the update. Customer service takes good care of us.

[CREDDERS]

Today the 16th I still have issue. Fitbit charge does not immediately sync when waiting. No breathing rate (despite sleeping in excess of 3 hrs), Sp02 doesn't immediately sync. 

I have sent photos and info but still wait a reply.

I find it frustrating also that people reply, for me to respond to them with answers to be told their mail box is full?

Frustrated and disappointed. Not a good experience with Fitbit.

[CREDDERS]

Today 17th and have received instructions  to try to correct issues? I intend to carry out the instructions and monitor for a full week,when I will then give feedback on if the issues have been resolved.

I note that having looked through Community questions and feedback that my issues appear to be common. Why then does it take Fitbit so long to respond,and if the issues are reaccuring why have not resolved them?

Fitbit is the big name wrist band technology. There are cheaper alternatives on the market but you expect that when paying a premium price for a product from the supposed market leader you are getting the best?

I will report my finding in one week.

[poruatokin]

Credders,

Thanks for continuing the updates.  Unfortunately, your comment....

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@CREDDERS wrote:

I note that having looked through Community questions and feedback that my issues appear to be common. Why then does it take Fitbit so long to respond,and if the issues are reaccuring why have not resolved them?

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.... is exactly the reason why I and many others have been deterred form ever buying another Fitbit product again.  Instead of actually fixing problems, they continually fob paying customers off with lame excuses.  I still have 2 very common issues with my Charge 4 that were never fixed - all they were interested in doing was brushing the defects under the carpet (using their moderators here to suppress dissenting comments), and then launch the next faulty product - yes, go and look at the complaints in the Charge 5 section.

I will continue to use my Charge 4 until I am ready to replace it with something from a company with a better reputation for customer service.