No support 😩

[Danceheap]

A week ago I contacted Fitbit support because my charge 3 went dark, black screen, no Bluetooth, even after trying the long restart several times. 

Apart from the automised email confirming receipt of my email I have heard nothing. I have since contacted them 2 more times with no response. This is not the quick and professional service which I have had from Fitbit before. 

Don't know what to do and miss my Fitbit!

[LJHeronHBFS]

I'm in the same boat. My Charge 3 (replacement sent in March after buying in January) went down two weeks ago. I've had contact via Twitter in that time but email contact has been slow. I've had one reply via email, asking when I purchased my device and from where, but that's it. I guess, with the "current global situation", you have to give them a pass. Gotta be patient.

[HaydenCyclist]

My Charge3 died last week, 11 days out of warranty and while I did managed to text chat with a tech to "troubleshoot" it (tried two things, neither of which it would do, then basically said I was out of luck and offered me a discount on another Fitbit. Since then while attempting to reach out for support, we've gotten tons of form emails where they obviously haven't even checked the info on my account. I loved my Charge3, right up until it died horribly from what is apparently a known software issue. So now I'm looking to jump ship to maybe a Garmin.

[Danceheap]

Sorry to hear you've got a similar story. I'm not the only one not being helped. Must say it makes me wonder about changing allegiances, however much I loved my Fitbit. This is the second time this is happened and seems to be a common problem looking at the posts.

[moragw]

I’m same- no response from Fitbit. Loved my charge 3 and would happily replace as does what I want but now looking at other brands( Garmin get good reviews). Charge screen started to fade and eventually went blank although still working and could check on phone( not ideal but I could live with it). Now will only connect via Bluetooth intermittently and only when on charger. Only 18 months old. Apparently software issue? Who knows!

[Danceheap]

It's such a shame. I was super happy, and when the screen went blank after 6 months the support was fantastic - quick, efficient, customer focused. Now the second time, after 5 months, a very different story. Maybe being taken over by Google has led to a change in ethos? Very sad 😥 that you are also in the same position

[moragw]

Mmmm that might explain it- I’d great service when I’d issues with my first Fitbit ( Fitbit flex) but reading all these comments it is clear that there is obviously a fundamental issue primarily with the charge 3 itself but also with syncing  . Definitely looking at another brand which I’m loathe to do as I like my Fitbit 

[LJHeronHBFS]

An update to this: Fitbit have offered another replacement. They also offered a 50% discount against a new device, although the discount is invalid against the Ace devices or the Charge 4, which I may have bought. I have chosen to get a replacement.

While all this has gone off, I have purchased a Garmin Vivoactive, which I am enjoying. It has a lot of the same information as a Charge 3 but also has built-in GPS, which is accurate, monitors run cadence, works better with Strava and has a rep counter for strength workouts.

When I get my replacement, I may sell it on or give it to my son, who is using an Inspire but would like HR data. The hassle I have had in four months alone does not justify using it as my main fitness device.

[Danceheap]

Thanks for the update!

I've also now been offered a replacement or reduction in an upgrade. I chose for a replacement but the next time this happens I will change brand, probably like you to Garmin. Also heard good things about them.

Good luck with it, hopefully without technical problems!