Feedback for customer service

[Whitekathleen1]

I’ve had nothing but trouble since I bought my charge in July 2019. It took 4 months to replace it because of a broken clasp on the handle (They kept trying to replace just the handle instead of replacing the whole thing) and then once I finally got my replacement charge, it broke 10 months later. Now customer service tells me that my warranty is void because it’s been over a year (but it took over 4 months to get the initial replacement). So frustrated and not recommend this product to anyone!!!

Moderator edit: subject for clarity

[Odyssey13 · Accepted solution]

Hi @Whitekathleen1  the warranty in the US is one year, even if a device has been replaced. You can read about it here - click. Sorry this happened, but customer support gave you the correct information.

[cecypdel]

I don't know where else to go with this right now, so I'm using this forum as a platform and perhaps Fitbit will see how 🤬 their customer service has turned.

I got my first Fitbit, a Charger 3, right after I came out. Since then, I've had 2 replacements because of display issues. Now, my third device is having problems again. First it was just black horizontal lines. Then, after following all troubleshooting procedures, it started showing black vertical lines also. My whole display looks like ultimate tic-tac-toe now!

I had no issue getting my first 2 replacements but now they're claiming that I'm out of warranty and can only offer me a very small discount option "to keep me in the family". What!!!! This is not how you treat "family" or loyal customers. I don't know if the decline in customer service is because they got bought by Google, but they can't be doing this to people when there are other options out there. I've been loyal to Fitbit but if they don't appreciate my business and loyalty, then I'll have to look elsewhere for my fitness tracking needs.

Moderator edit: format

[WilsonFitbit]

Hello everyone. @cecypdel, it's great to see you around and thanks for taking the time to provide your feedback!

Please note that our team is always working to enhance your experience and your feedback is a big part of that process. This really helps to continue working on improvements to our services and products. 

Also, our Support Team confirmed that you have reached out to them. Since you have received information from them, I recommend updating your case if you have any additional comments or inquiries. 

On a side note, I recommend visiting the following link if you have questions about the warranty policy: https://www.fitbit.com/global/us/legal/returns-and-warranty. 

See you around.