Feedback about Customer Support and Fitbit account

[Kaykatt]

I guess they hack your account and order a new fit bit from warranty that you never receive them whey your device breaks after a few months they cannot issue a new one and now I’m left with a paper weight after 20 plus times reaching out to support finally we’re getting someplace because I had to show them proof of me reporting my account being compromised am being told it will be replaced now so good luck to me or I’m left with a paper weight that’s 2 months old go me terrible support 

Moderator Edit: Clarified subject

[YojanaFitbit]

Hi there, @Kaykatt. Welcome to the Community Forums. Thank you for sharing your comments about what happened with your account and your experience with our support team.

Please know that Fitbit takes our obligation to safeguard customer information very seriously. We're vigilant in identifying, blocking, and addressing malicious activity. We lock accounts we believe have been compromised, meaning we reset the password and prompt the customer to create a new one. The metrics we monitor change over time as attackers change their approach. 

Please keep in touch with our team, they will be glad to keep assisting you with this. We provide feedback to our team based on what you share in the community. We‘re always taking into consideration your comments and sentiments in regards to our products and services.

For more information about our warranty, see Can someone take over my Fitbit account?

See you around.