Shipping to the warehouse, Premium membership and Customer Service feedback

[Leannek18]

I bought my first Charge 4 in May 2021. In NOvember the connnector to the pebble boke off. In the next 4 weeks 2 pebbles broke and 1 band broke. 2 weeks ago another band broke. 

Fitbit requested that i send my pebble back to their warehouse in order to get a replacement for that broken one. On December 27 i sent the fitbit back. It has yet to reach the warehouse 8 weeks later (Michigan to Californa). Fedex told me the package is lost and the shipper (fitbit) needs to file the claim. Fitbit refuses to file a claim for the lost Charge 4.(someone from shipping will contact me, no one has contacted me)

Currently i am using one that is super glued together. It now does not accruately track the heart rate, or doesn't even track at all at times. 

I have been told that someone would contact me from the warranty deparment (no one has contacted me). i have finally given up and accepted i will be throwing away $140 because the product doesn't work and fitbit refuses to do anything. So now i want to cancel my premium subscription since i don't have a working fitibit. Fitbit won't refund me for the months remaining on the subscription. 

how is this company still in business? they are absolutely horrible.

Moderator edit: subject updated for clarity.

[DavideFitbit]

Hi, thank you for sharing all your feedback and experience this this, @Leannek18. 

I'm sorry to see that you're having trouble with the shipping process. I've been informed that you have indeed contacted the Customer Support team, but it seems they already sent you a response. Could you please check on your spam folder as well? 

If you're not able to see any response, please get in touch with our Support team so they can provide you with an update about this. Keep in mind that if something is escalated to a higher level of Support, it may take a bit longer than usual to receive a response.  The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected

Thanks again for all the feedback you've provided so far; please know that all your comments are greatly appreciated and the team continues to work to improve the quality of products and services. 

I'll be around.

[Leannek18]

Yes, i have been contacted but they refuse to do anything.. Great Customer Service!!!! 😞 

I just love throwing money out the window on products that don't work longer than a few months!! 

[DavideFitbit]

@Leannek18 Thank you for your reply and for sharing your feedback. 

I'm sorry to see that you're still having trouble with this. Since this is also related to a problem with the shipping process, it would be necessary that you continue the communication with the Support team so they can let you know what are the options available for you. 

Thanks again for all your comments. 

[Leannek18]

i have been in contact for weeks and the only option is to file a claim with FEDEX but fitbit refuses to do that. That is the only option. But instead i just wasted $140 on a device that is lost in lala land. Fitbit doesn't care, they got their money, that's all they care about