Feedback about Charge 3 replacement process

[TinaFlorentina]

I filed a claim to replace, for the 3th time in 21 months, my charge 3 pebble on Dec 7th.

It seems, after a month and only after I had the initiative to ask, it has been lost in transit, so on January 7th I received another order number and the consultant from the chat assured me that in 1-2business days I will get my replacemet. Today, after 7 days, 5working days, my order is still processing, not even on transit. The chat guy told  me to wait, for how long fitbit?!

One year I was unable to sync my device with my phone because you don't like huawey, but you say your product is suitable for every smartphone, my first replacement was because your product looses pixels, and you send me a product which had a malfunction on the single button it has, and now, the pixels are dead again. 

Did anybody else encountered this issues? After 10 weeks to not receive your replacement? 

Moderator Edit: Clarified subject

[RicardoFitbit · Accepted solution]

Hello @TinaFlorentina, welcome to the Community Forums. 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I’d suggest you contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.

[TinaFlorentina]

Hi Ricardo, thank you for your time and answer. Of course I contacted them again, today, nobody can help me with anything, every customer suport person I find tells me that will send an email to another team, but I never get any updates. How much time should I spend to get the same answer "we will let you know as soon we have updates" ? Since December 7th my band developed now only missing pixels, but now I also have a new white line on the display. I am sure that letting time go is only a solution to get my device worse. I will keep the community up to date, so that every customer in here to receive their iminent replacement. Best regards to all! 

[TinaFlorentina]

Hello, Community, I have received my replacement two days ago. It's a shame that I had to spend so much time trying to get it but this is the last one, only because my warranty is due this March. Hope you all have durable products, because they are good. Best regards! 

[RicardoFitbit]

Your update is appreciated @TinaFlorentina.

I'm happy to know that our Customer Support team provided you assistance and sent you a replacement device to get you back on track. Please do not hesitate to contact me back if you require assistance in the future or if you have any additional questions, I'll be around ready to help you if further assistance is needed. 

Thanks for being part of the Fitbit family.