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Bill M.

Contributor Level

Total Points
80

1 Review by Bill

  • FitBit

10/21/18

I bought a new Charge 3 direct from Fitbit for my wife with advanced Alzheimers for sleep tracking. After a week or 2 the band fell apart at the clip. I called Fitbit and support had me send a picture of it with a case number. They said they had to escalate to Tech support. Now I am no rocket scientist but not a lot of technical support needed to replace a defective band. Than I got an email saying return the whole watch and after they got it they would ship a new one within 5 days plus shipping time. Than I got another email saying disregard the 1st email. Than I contacted them again asking what was going on. They said be patient it is again being escalated to tech support. So I am just going to buy a new band because I got rid of my Alta HR for this and really need the sleep tracker for her. So if you buy from Fitbit, just know you are on your own if something goes wrong.

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Fitbit S. – FitBit Rep

Hi Bill,

This is definitely not the experience that we would like you to have. Please accept our sincerest apology.

We reviewed your case (#27146876) and saw that your package to return the device to us is already in transit. Rest assured that our team will be monitoring this and process your replacement right away once the package is received in our warehouse.

We're hoping for your patience on this. We will make sure that your feedback will be relayed to our team to help improve our products and services.

If you have any questions, please let us know here or via contact.fitbit.com.

Sincerely,
Fitbit Support

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