complaints and return

[poshrice]

This is probably not the correct place for this post, but I am unable to find a complaints page anywhere.

I have had a charge 3 for 6 weeks, this morning using customer chat it was agreed after various attempts at resurrecting my device it was deemed 'corrupt' (something I had worked out for myself last night) and I could get a replacement....so far so good. However I have to send my old one back first? Through pictures and video I have proved and it was agreed that it was not working at all so why fitbit do I have to do this?

The customer service via chat was very helpful and I know he is just following policy, but fitbit is a multinational company and as a customer I feel we should be treated better. I now have to print off a returns form, post and wait? 

I hope someone reads this who can possibly make changes to policy as trying to find an email address to complain is proving difficult.

[SunsetRunner]

Hi @poshrice and sorry you ended up with a defective device. But Fitbit is not alone in this policy. I’ve had to return a couple Amazon electronic devices and was required to return the defective item first. And any retail store will ask you to return an item before issuing a refund or replacement. But to your question, we are mainly just other Fitbit users in these forums, trying to help each other out. None of us has the power to make a change like this. But I flagged your post for a moderator who can hopefully push your post to higher management.