Watch died and now won't charge - support have been difficult

[sometentacles]

Hello.

A couple of weeks ago my son's watch died very suddenly and when he went to charge it, it booted to the fitbit logo and no further. He decided to let it charge for a while but when he came back and took it off the charger it died within seconds. I contacted fitbit/google via the chat and we tried all the things suggested, including removing the device from the app and re-pairing. 

The device is less than a year old and won't pair with any phone as the pairing is either rejected or it can't find the watch even though the phone prompts the connection sometimes.

Anyway, the issue was 'escalated' to another team who contacted me by email. This got increasingly frustrating as they asked me to do all the same things, including changing the watch face in the app even though I said several times that it's not connecting and I can't interact with it in any way other than physically.

So I finally got to a point where we could start the warranty return but was told I have to call because the phone was registered to my son's account. Does this seem right? I bought the device for him and have the receipt. why does it matter if it's faulty?

At this point I am feeling like this whole thing is designed to frustrate people into walking away, which i have to admit is a moment that is getting closer. As a person who has invested a lot into the google ecosystem I'm feeling a little like their indifference is a slap in the face.  

[Guy_]

Hi @sometentacles - it does seem odd that a special phone number is required.

As it is under warranty they should just replace it.

Try one more time to follow up.

[LZeeW]

Hi @sometentacles.  Yes, you need to make direct contact because of other issues that need clarification.  First, the Fitbit/Google warranty only applies to devices sold by the Google store or its Retail Partners.  As an example, Amazon is a Retail Partner, but it must be shipped and sold by Amazon, not a third party seller on the site.  Second, every Fitbit has a serial number.   Remove the top band on the Versa 4 and it is etched on the pebble.  Fitbit/Google verifies the warranty status by the serial number and makes sure you are returning the correct device.

[sometentacles]

yes, sure @LZeeW , I get all those kind of terms and I know where the serial number is located. I'm also aware of standard warranty process. I've been speaking to two different channels of Fitbit support where we could have dealt with those requirements. My issue is having to take time out of my working day to call them because the watch was last registered to an email address that differs from my own. I bought the device and gifted it to my son, who is a minor, and so as the adult I am trying to get it repaired under warranty but apparently that comes with, in my view, unnecessary hoops.

I appreciate you taking time to reply but don't see the relevance of the content with regards the fitbit account email and holder of the device.

[MaCrisGBFitbit]

Hi @sometentacles Welcome to the Fitbit Community! It's great to have you here!

Thanks for letting me know about this situation. I understand your feelings.

If you are already working with technical support my advice will be to keep in touch with them, you can contact back and provide the case number to follow up the process. It may be possible that they ask you for your son's information because he's the owner of the account and to protect the privacy requirements.

I appreciate your understanding.  Here you can contact the technical support

Thank you @LZeeW and @Guy_ for your help.