Need help with my Surge

[Lj92]

Please can someone help me get in touch with a member of Fitbit staff , preferably manager or higher that will actually help me . I bought my fitbit which I soon realised was faulty  with the heart rate monitor . I contacted Fitbit who requested photos for the replacement process but then got nothing back . I am disabled and spend a lot of time in hospital so on and off have contacted them when I was well enough to do so only to be ignored . There excuse was fault with there email service and that emails weren't being sent to me . True or not I do not know . Finally I get through and receive the same email and process of sending photos . I accept the replacement but I do not here anything after . I contact them to find out they hadn't bothered to tell me it was out of stock .im then told my onlynother option is to buy another with 30% off . Surely I am not the only one who feels that is unfair to be made to pay out more for another Fitbit when still cannot get the one I have . I was already offered free replacement of the surge and other people have received alternative replacements free of charge for the same reason as no stock . Manager has meant to have contacted me so many times already now but hasn't . Does anyone have contact details of someone who will / can help me get a solution . I have tried to be reasonable even though I have had this dragged out so long , been lied to and ignored . 

Moderator edit: Clarified subject.

[Odyssey13]

Welcome to the forums @Lj92

Sorry you're having problems, but the best way is to call Fitbit and speak with someone. These forums are for sharing and the customer support people are best reached by phone or online chat

at this link - click

You didn't mention how long you've owned the Surge. The warranty is for one year. click to read more

Try a call or the chat. That is the fastest option to get someone.

Let us know what happens.

[YojanaFitbit]

Hi @Lj92! Please receive a warm welcome to the Fitbit Community! Thank you for the thorough feedback for the Fitbit environment, customer service, platform and devices. This has not gone unnoticed and be sure that I will pass this along. 

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Please take a look of your PMs, I've sent you helpful information!

Have a nice day!