Fitbit locked my device after processing someone else's RMA on my account

[RyanH1234]

My watch was working fine, all of a sudden I noticed steps not tracking and the app says it's been locked due to warranty or RMA.

Called into support went through the usual reboot, etc.  

When I logged into my Google Fitbit account i an RMA processed for someone else, in my google account but in a different country than I live and the RMA address is different than mine obviously.

Support person escalates and tells me they are going to try to find a way to send me a new device, then crickets for 5 days until this morning I get an email that basically says Fitbit wants to offer me 35% off a new device to fix this problem they caused.  I was floored.

I don't want a new device, I only want Fitbit to fix their mistake and make my device work again

Does anyone have advice on how to escalate cases?  

[Guy_]

Hi @RyanH1234 - administrative errors can happen and all you can do is insist they fix the error or send a replacement.

Both should be possible given enough willingness to cooperate.

[RyanH1234]

I've spent over a week on the phone with them, I'd almost say it's been the worst customer experience in the last 3 years for me.

I get a willingness to not help if this was something I had done, but they processed an RMA under MY account for someone else and then blocked my device.   I even received the other person's name, address, zip code and phone number.  I actually texted the person and told them Fitbit shared their personal information with me and gave them the ticket number in case they wanted to follow up.

Anyway all I want is my device to work, I take it there is no workaround once they lock your device?

[Guy_]

@RyanH1234- sorry, only Fitbit can correct the error, and insisting is your only option, it isn't good that they don't correct their mistakes straight away.

[JuanFitbit]

@Guy_ Thank you for your help. 

@RyanH1234 , A warm welcome to the Community! Thank you for making us aware of this. We apologize for any inconveniences that this might have caused. 
I checked with our team and they confirmed to me that your case is being reviewed by the proper team and they will be following up with you soon. 

You'll get a reply soon. 
Keep working with Support. 

[RyanH1234]

The only response I have received 

"

On Tue, Apr 1, 2025, 8:32 a.m. <FITBIt email address removed to bypass filter wrote:

Hello, R

Thanks for reaching out to the Fitbit Customer Care Team.

Even though your current Fitbit is out of warranty, we want to help you stay active! We're offering a special discount on a new device.

Save 35% on your next Fitbit!"

So you break my Fitbit and then want me to buy a new one?  

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Actually that's not 100 percent true on the only response. Agent promised me yesterday she would call me back within 10 minutes, that has been about 30 hours now 

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It's also been 10 days since I reported this case.  How long does one have to wait for you guys to fix your error?  It's not that hard, I provided screen shots of the unauthorized rma on my account.

Flip the bit that says 'locked' to 'unlocked', I don't want a new device I just want what I paid for to work 

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I received a response last night again bringing me right back to square 1 which was 11 days ago

The message said since I processed an RMA I should use that device not my current one 

I Didn't process a RMA, Fitbit processed one for someone - for reasons I do not yet know - under my account and then it bricked my device 

Is this a security issue that Fitbit is allowing me to now see the personal details of someone on my account ?