Haven't received Charge 4 strap replacement

[LN4266]

Does anyone have any advice on how to proceed...

On March 20th I contacted Fitbit as my charge 4 strap buckle broke. They informed me that they would send a free replaceent and gave me a tracking number for dpd. The tracking says they have the order but no parcel.

I have repeatedly contacted fitbit support via the chat, keep being told that it will be escalated and i will be contacted but nothing happens!

I'm surprised that given fitbit / google seem to be a competent tech company that they can't resolve this simple issue!

Any other ideas on how to proceed?

Moderator edit: clarified subject.

[LZeeW]

Hello @LN4266 and welcome to the Community.  I flagged your post to get a moderator to help you.  This is a user to user help site, but I hope a moderator can help you.

[ManuFitbit]

Hi @LN4266. Welcome to the community forums. 

Thank you for sharing the details about this situation with your replacement. Sorry to know that you have been wating several days.

While reviewing your information, I was informed that you’ve already contacted the support team for help with this case. They sent you some instructions. Please continue communicating with them and have a look at your inbox.

Thanks @LZeeW. for your help.

[LN4266]

I have contacted the fitbit team a number of times. The only emails they have sent ask me to contact customer support. The live chat then tell me that they will 'pass this onto managers to contact me', but nothing ever happens.

I originally contacted FitBit 20/3/24. I had an email to say that the order was being processed, On 26/4 I was sent a link to contact French speaking customer support, and on 27/4 a link to contact English speaking customer support.

My last communication with FitBit last week said they would pass this onto the shipping team who would contact me - still no email.

The issue appears to be that Fitbit have raised an order with DPD, but the parcel hasn't arrived with DPD.

[LN4266]

To add - i have checked my junk / spam inbox just in case.

[LN4266]

Have just spoken to Fitbit online chat - they said:

"I can see on my system that your replacement is being processed directly with Google support and I can send you the link to contact them> https://support.google.com/store/gethelp?sjid=11003619457009255263-NA

That is because we do not have access to further information since they are handling your replacement"

So i then clicked the link and Googles reply was:"..upon checking the RMA ID.

It seems that this is processed by the Fitbit team and in this case, this is best handled by them as we don't have an access on the replacement details."

I am stuck in a loop... paying for fitbit premium and a device I can't use. All ideas welcome....