My experience with Sense and Customer Service

[xinmen]

My fitbit started showing the fitbit logo and vibrate on and off until battery completely drain. It is still under warranty (10 months old). I found people encounter similar issues from the community and it looks a design defect.

I contacted fitbit customer service people and they said they would contact me via email. almost a week passed, nothing happened. I am a fitbit user for 9 years. I saw a significant decline on their customer service over the 9 years. 

Anyone still get fitbit CS people prompt response?

Moderator Edit: Clarified subject

[ManuFitbit]

Hi @xinmen. Welcome to the community forums. 

Thank you for sharing the inquiry regarding your Sense. Sorry to know the inconveniences that you are experiencing.

While reviewing your information I've been informed that you already contacted the Support Team for further assistance with this. In this case, they will let you know how to proceed. Please keep in contact with them with the case number that they provided you and take a look at your inbox. 

[xinmen]

Yes. I have contacted the customer support and online debug with them but
it’s still not working. they said they would email me about the next steps
. However I waited for over a month and no any emails at all!!!! I contact
the customer support again 3 days ago. I was told the previous agent will
send email to me… but I never got mail.

[xinmen]

My sense failed (still under warranty) . I contacted customer support via chat. After a long and unsuccessful online debug , I was told to wait for their email for next steps. I waited for a month. Nothing happened. Then I contacted them again and I was told the previous agent overlooked this issue. I was told they will inform the former agent to send a mail to me… 5 days passed still no any news.  

I am a Fitbit customer for almost 10 years. They used to have good customer service but now the customer service is nonexistent.
What should I do? How can I make Fitbit to meet their warranty terms? 

[xinmen]

Updates- I completely gave up Fitbit support after another week’s waiting
while I found Google devices support is more responsive. To access Google
devices support, I merged my Fitbit account with Google account. They
started replacement for me. So next time if you meet Fitbit issue, you ‘d
better merge your account and contact Google (instead of Fitbit).