How do I get in touch with Fitbit Support team?

[MonA22]

I have searched high and low for a way to complain regarding my fitbit charge 3,barely lasting 2 years!! It has stopped charging & now died, despite forking out for a new charging cable and the screen is near-on impossible to see, it just seems to have gotten dimmer & dimmer! After trying all of the troubleshooting options available, I thought I'd use the live chat option... Stuck in a queue - cut off twice, then get help - cut off again whilst trying to get help - then try again later, get connected then cut off again!! So use the email address that pops up after getting cut off - only to receive a message saying they're not accepting emails?!?! Infuriating!! I want to understand if any repair or replace service is available, considering my fitbit is about two weeks out of warranty.. It's such a shame as I love the thing, but it really puts me off ever having another one when it's impossible to get to speak to anyone for help! 

Moderator Edit: Clarified subject

[Odyssey13]

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

[MonA22]

Hi, I recognise its tough times - but I have tried many options and failed, even having got through to live chat and then being cut off several times. Only to then be provided with an email address, which I use - to then be told its not in use...?

Thank you for providing a UK number, as that was in no way accessible and I was reluctant to phone the USA from the UK..! I am judging by alot of the comments on here though regarding the issues with the charge 3,that I may not receive any help.

I have even just got kicked out of writing this reply and asked to complete a survey -?! Baffling! More often than not, customers just want a way to make contact with a supplier, in some way shape or form, even if it takes a little longer to get a response. Be more accessible Fitbit! 

[LizzyFitbit]

Hi @MonA22. Welcome to the Community Forums. @Odyssey13, thanks for stopping by to help our member.

@MonA22, thanks for your efforts while trying to get in touch with our team. I'm sorry that you've had this experience, as well for the inconvenience with your Charge 3. Fitbit strives to improve our products, services and overall environment, and feedback like yours will help us to evaluate our procedures and make sure we're delivering what our users want and need. In regards to your tracker, I've contacted our Support team and it seems you already have a case created with them. I was told that you were receiving help, so please keep an open communication.

See you around.

[MonA22]

Hi Lizzy

Thanks for your response, I only phoned the UK helpline this evening, after the contact number was kindly provided by the first person who replied to my post - as explained this number wasn't visible to me anywhere.

I wasn't able to get help with my tracker from the assistant, other than I will receive two emails from a separate team (have still not received these emails) with how to deal with my faulty fitbit. When I asked for more details, they explained they couldn't give them over the phone and it will be in the emails from the seperate team. Very bizarre indeed and not all that helpful. This experience has proved to be such a shame, as I have thoroughly enjoyed using my device and as I've stated previously, something this costly and from such a reputable brand, really should last longer than two years. I probably won't be using fitbit products again sadly.. 

[ParishDreamsB]

ive been dealing with similar issues. charge 3 stopped working, cant seem to find direct help and the stuff in forums hasnt solved anything. My device is also just out of warranty i believe and dont plan on buying another at the price when it didnt last that long- not ro mention poor customer service...i loved ny device!

[LizzyFitbit]

Hi @MonA22, it's good to see you again. @ParishDreamsB, welcome on board.

@MonA22, you're welcome, thanks to you for keeping me posted and for your feedback about our team. I'm sorry for that inconvenience and please know that your comments won't be taken for granted. I've forwarded your post to our Support team so they can review your details and provide you with more information about your case. They'll get in touch with you via email, so please keep an eye on your inbox.

@ParishDreamsB, thanks for the troubleshooting steps tried prior to posting. I understand where you're coming from and I'm sorry for the experience that you've had with your Charge 3. While I don't have access to your case, my best recommendation is to reply back to their last email so you can receive more information about their resolution.