Issues with Charge 3 warranty process due to location

[Rauny]

Got the dreaded 001 error for my charge 3 which was bought in Ireland in September 2020. Currently am visiting Singapore and was told I am not in warranty even though the website specifies 2yeara warranty period. Feels like a really poor company polify if cuatomer support doesnt support a poor quakity product, any other company would simply offer a replacement or tey to resolve appropriately. In my case a generic email pushing me to buy a new device was sent and a warranty link which conformed the same that a device is under warranty for upto 2 years in the EEA zone. Also may I add to anyone who works in that department Ireland is not the UK its offensive to repeatedly say that to someone who is Irish.

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @Rauny. Welcome to the Community Forums.

Thanks for bringing this to our attention, and for your feedback about your interaction with our Support team. Before anything else, let me explain that our Support team handles every case individually and based on our Warranty Policy, as well as the current location of our members. I understand where you're coming from about this situation and I'm sorry for this inconvenience.

While I don't have access to your case, I'd recommend keeping an open communication with them. That way, they can see if anything else can be done to help you. I've also forwarded your post so they can have your comments on hand. To get connected with them via chat or phone, please click here.

[Rauny]

Thanks for your response, I was told via chat that my query was passed on to the "right department" amd they will get in touch with me. Unfortunately no emails yet, considering it should be a simple form to send the product back as it is still under warranty I wonder how long it will take them to get back to me. 

[LizzyFitbit]

Hi there, @Rauny.

You're welcome, thanks to you for reviewing my post. I appreciate your thoughts about this situation and please know this feedback hasn't gone unnoticed. I understand your point of view and because our Support team is handling your case, my best advice is to follow their instructions so they can continue helping you with this. You can always chat with us online or give us a call by clicking here to get connected and receive updates about your case.

[Rauny]

Really disappointed no one has even bothered to email or follow up. I understand we all get busy but firstly declining warranty when it is in warranty and then not even sending on the return form after promising the customer. Shady tactics from a premier fitness hardware brand buyer beware 

[LizzyFitbit]

Hi there, @Rauny.

Thanks for getting back and keeping me posted. I totally understand how you're feeling and I apologize for this inconvenience. This isn't the type of experience that we want you to have and rest assured this feedback has passed along to the right team. While checking your details, I noticed you've contacted our Support team one more time. Because they're handling your case, I've forwarded your posts so they can have them on hand so please keep an open communication with them.

See you around.