I purchased a Charge 4 directly from Fitbit on July 13, 2021 after my Inspire quit. Fitbit did offer a stipend towards the new tracker.
In mid December 2021, my Charge 4 fell off on my wrist and I noticed it broke on the device side where the band clips in. I tried another band which came with the Charge 4 just confirm it was on the device side. I contacted Fitbit and a replacement was sent without having to return the broken Charge 4.
I received the replacement and could not get it to work. It powered on, gave a smile face then would do nothing. I read the website instruction and preformed a reset multiple times and finally contacted customer service. Customer service walked me through the same steps I had taken and nothing worked. A new case number was issued and I was told a replacement would be sent. Customer Service advised that Fitbit would have to receive the broken replacement before a new one could be sent. I objected to this since that wasn’t the case on the first broken Charge 4.
I packaged the broken device and sent it as instructed on Monday, January 3, 2022. I was told that it would take about 7 to 12 days to get my replacement.
On Monday January 17, 2020 I contacted Fitbit by chat. I was told that the device I sent back had not been received but was to be delivered to the warehouse on Tuesday, January 18, 2022. Since that time I have contacted customer service several times which I have documented dates and times. Each time I have been told they broke watch hasn’t been received but is shows to arrive the next day. I asked on two occasions to talk to a supervisor and send the case to escalations. Each time this request was turned down
On Monday January 31st the customer service representative finally sent me a tracking email from FedEx so I could track the device. The device was to be delivered to your warehouse on February 1, 2022 but once again that didn’t happen. I called Customer service today, February 2, 2022 and was on the phone for fifty two minutes. The representative was the first representative to actually try to do something except look at the screen and read what can’t be done. He finally sent me to a supervisor which was a first after asking other reps to do this. I now know why no one sent me to a supervisor because that is worthless and they quote policy and can’t make critical decisions. Each time I’ve used the chat feature or called Fitbit I was told I would receive a survey. Not one survey was sent to me.
This is my last resort. I use to wear my Fitbit from sun up to sundown, track my fitness, use it as a watch but that hasn’t happened since mid December. 31 days have passed since I mailed the broken Charge 4. Not one timehas Fitbit communicated with me, by email or phone on my replacement. I’ve contacted Fitbit 7 times to get this resolved and a replacement. The issue with FedEx isn’t my issue, that’s between Fitbit and FedEx. The issue is between Fitbit and me with comes down to just basic good customer service to make sure the issue is resolved correctly and timely. I’m out the money for my purchase, whenever I get the replacement, this will be third Fitbit in 7 months. Fourth in 26 months.
I had a Garmin for 4 years before I went with the Fitbit, I guess after the first one quit, I should have listened to my wife who said get a Apple Watch, and my son who said Fitbit are made cheap and break.
I am willing to go into even greater details on this if someone would like more information.
If someone can please assist me with getting this resolved I would greatly appreciate it.
