My experience with Customer Service

[Robbalynn]

I have owned or given as presents around 10 -12 Fitbit products, I was a good and loyal customer. I first contacted customer service on 8/2/24 about my Versa 3 getting very hot when charging and it would no longer turn on. They sent me an email asking for photos of the front, back, and charger I used, and gave me a number to to use on the photos and told me: Follow the instructions below and return your item within 14 days of receiving this email to get your replacement. Your replacement arrives within 1-4 days of Google Store receiving your damaged device." Followed their instructions to a T, had to request twice for the mailing label in that email thread. Package was received (have the receipt) on 8/9/24. Waited 10 days, contacted Google/Fitbit again, and waited while I was shifted from department to department. Finally a recorded message stated the weren't taking phone calls, and my issue would be addressed in an email. Today is 9/11, I have called 3 times, used the not helpful chat option twice, and exchanged 14 emails, I have been given 3 different case numbers, they've asked for information in a no-reply email and also told that they are way behind on getting out replacements in another email and that I'd be notified when it was sent, that was more than 2 weeks ago. Why would I ever buy another device? or ever recommend a Fitbit to anyone else! 

Moderator Edit: Clarified subject.

[Odyssey13]

Hi @Robbalynn  I've asked a Moderator to stop by to address this with you. The multiple case numbers might be part of the issue.

[AndreaFitbit]

Thanks for getting back to us @Robbalynn. I'm sorry to hear that you haven't received your Versa 3 replacement and thank you for sharing the details of your experience. 

I checked your cases and would recommend contacting our team again in order to get more information about your replacement. Thank you for your feedback and comments, they are greatly appreciated. 

Thank you for the heads up and assistance @Odyssey13.