Versa stopped working - My experience with Customer Support

[0364]

Has anyone's fitbit stopped working?

I reported it to fibit in December, April B and fibit team replied, saying they will replace my device on the 19th of December 2020. Asked for address, which I sent, to date after numerous emails, and have also contacted agents you escalated the case to the highest level. Nothing from them, has anyone experienced the same? 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @0364, welcome to the Community Forums.

Thanks for bringing this to our attention and for the details that were shared in your post. Since you already received assistance from our Customer Support team, I’d suggest you contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.

[0364]

Thank you for your reply

I have contacted them numerous times, by email and fitbit help with agents
that have escalated the case to the highest level, still no reply from them
My ref#, my original reply was from April B and the fitbit team,
who said they will replace my device
Would you like me to send the email from them?

Thanking you in advance

Anisa 
South Africa

Moderator Edit: Personal info removed

[0364]

Hi 

Please confirm that you received my reply 

[0364]

Thank you for your reply

I have contacted them numerous times, by email and fitbit help with agents
that have escalated the case to the highest level, still no reply from them
My ref#, my original reply was from April B and the fitbit team,
who said they will replace my device
Would you like me to send the email from them?

Thanking you in advance

Anisa
South Africa

Moderator Edit: Personal info removed

[RicardoFitbit]

You're welcome @0364, your reply is also appreciated.

Thanks for all the details that were shared in your reply. As it turns out, I don't have access to the information our Customer Support team provided to you in the case number that was shared in your post, therefore, my best advice for you at this moment will be to get in touch with them to receive an update about your case and more information about the replacement process.

I'll be here if you need anything else.

[0364]

Thank you so much for communicating with me Ricardo. I have sent April B and the fitbit team several emails. No acknowledgement from them. I contacted fitbit help who confirmed my reference number and all communication via email with April B and the fitbit team. They were gladly replacing my divice. Asked for my address so they could collect the defected device. Fitbit help escalated my case to the highest level, yet no contacted me. I don't know how many more emails I should be sending to April B and the fitbit team. I have spoken to many help agents. To date other than you that has contacted me.

I have every conversation with your help agents acknowledging my case, and also confirmed the reference number. So I am tired of being messed around. If of don't hear from someone in higher authority with 24 hours, I will have no choice but to post April B and the fitbit teams email on every social media platform. Will wait to hear from someone at a "higher level". 

Thank you once again. 

Anisa 

Moderator Edit: Personal info removed