Fitbit Customer Service Issues

Good afternoon, I have purchased 4 Fitbit Charge 3 devices for my family in the last 1 1/2 years. My personal Fitbit, which is over 2 years old, finally died this week. When I shared this with my daughter, she mentioned that hers has also stopped working. We followed the troubleshooting steps suggested in the chat, but it didn't resolve the issue. The next day, my nephew, who I also bought a Fitbit for, informed me that his screen had cracked and was no longer functional. These issues appear to be quite common based on what I've seen on the Fitbit chat. I planned to replace mine and my daughter's Fitbit, but considering the frequency of these problems, I'm now contemplating looking into other fitness trackers. Given the amount I invested in these trackers, I expect them to last longer than 15 months. Thank you.

I was informed by the retailer of Fitbit Alta HR that contacting Fitbit for a replacement wristband after it broke for the second time would be simple due to known band issues. However, when I spoke with Alex, he mentioned my device was out of warranty and advised me to purchase a new band elsewhere. My Fitbit is only a year old, and this would be my third band replacement. Considering the common band problems faced by other customers, I believe good customer service would involve providing a replacement. Despite owning three Fitbit products, if this issue isn't resolved satisfactorily, I may consider switching to a different brand for my fitness tracking needs. The cost of repeatedly replacing a wristband that costs over $30 on a premium product like the Fitbit is disappointing and not in line with expected service standards.

I received a Fitbit Charge 3 as a Christmas gift in [redacted], but unfortunately, it stopped syncing to my phone on January 4, [redacted]. Despite spending a long time troubleshooting with support, the issue could not be resolved. I used the device to track my steps, but the lack of syncing limited its functionality. To my dismay, after charging it last night, the screen now remains blank, rendering it unusable. Given that it was a gift and I lack the receipt for return, I am unsure of the next steps.

Hello, I am seeking assistance regarding my new Charge 3. There is a white line running through the display, which is the second issue I have encountered with this device. Despite my frustration, I am a loyal Fitbit user. I purchased my first Charge 3 in Panama in January and it stopped working in April while I was in Portugal. The Fitbit has been instrumental in my weight loss journey of 40 pounds in 4 months. Subsequently, I purchased a second Charge 3 in Funchal, Madeira, and now after just 30 days, it too has developed a display issue. I tried troubleshooting online to no avail. Currently, one Charge 3 is completely unresponsive, while the other has a display line. Although the device functions properly, the defect is concerning, especially since I had to replace one previously. Any assistance you can offer would be greatly appreciated. My Fitbit has been crucial to reaching my fitness goals and I value its role in my journey. Thank you.

My girlfriend surprised me with a new Inspire HR, inspired by the success she's had with her Alta. We've recently started working out together, but now we're facing issues. Her Alta completely shut down two weeks ago, and my Inspire HR's touch screen stopped working after just four weeks. While it still vibrates for notifications, the screen is unresponsive. Even after attempting a reset with the original charger, the issue persists. Within 14 days, both our devices have become non-functional. We haven't mistreated them as our jobs are gentle, and our workouts have been limited to cardio, avoiding any contact with weights or machines.

Subject: Fitbit Charge 2 Replacement Request Hello, I want to bring to your attention that I purchased a Fitbit Charge 2 from London Drugs #46 at [redacted] Sooke Rd, Victoria, V9B 1V8, BC, Canada, on May 7, [redacted]. On July 23, [redacted], I returned it due to a cracked lens, and it was exchanged for a new one. Unfortunately, on May 26, [redacted], I noticed that the watch lens had cracked again. Even though I am a 75-year-old with no activities that could cause this damage, the lens cracked only 20 days after the first-year warranty expired, despite having an additional extra insurance. I spoke with Mr. Rob O'Brien, the manager at London Drugs, on May 27, [redacted], who mentioned that "cracked lenses are excluded under the extra warranty" I purchased. This is the second time the lens has cracked, with the first one occurring after 2 1/2 months and the second after 10 months. I kindly request a replacement for the Fitbit Charge 2 at no charge due to this recurring issue within one year. I have documentation of the original purchase, exchange, and relevant conversations, which I can provide upon request. Mr. O'Brien suggested I reach out to you, and I hope for a positive customer-centric response. Respectfully, G.H. Conny Trommel #[redacted] - [redacted] Fergus Court Victoria, BC, V9B 3C6, Canada

I received a Fitbit Versa as a Christmas gift in December [redacted] from my husband. Recently, it has been experiencing some issues. Initially, it was not tracking my heart rate, which I managed to fix by following online instructions. However, it then started having trouble holding a charge and now it refuses to power on at all. Despite trying to restart it by pressing the buttons after leaving it to charge overnight, it remains unresponsive. I heavily rely on my Versa for tracking my fitness progress for my job's program and utilizing its other features. If it cannot be promptly repaired and guaranteed to function properly, I would prefer a replacement. I have been a loyal Fitbit user for many years and would like to continue using their products. Thank you, S. Ball

Hello, good afternoon. I have owned my Fitbit Charge 2 for two years now. I use it extensively for my gym workouts and managing my weight. Unfortunately, I was in a car accident last October and have been using the Charge 2 for my physiotherapy and recovery tracking. The screen has cracked around the edge and the strap is now regularly coming off. I am wondering if there is a repair service available for the Charge 2 as I really enjoy using it. Just before the accident, I even won a masters bodybuilding competition with the help of the Charge 2, getting down to 3-4% body fat. I also own an Aria 2 scale, which is fantastic. My wife and kids all have Fitbits too and we all love them.

I am disappointed with the customer service I received from Fitbit recently. I placed an order using a promo code for free 2-day shipping from a Father’s Day email on June 3 at 1:19 pm EST. When I didn't receive tracking information, I contacted customer service on June 4. There were issues with confirming my payment, and they said it would ship in a few days. I had to explain multiple times that the order date and time were incorrect in their system. After speaking with multiple representatives, my order was finally processed and shipped within an hour of my call. I was unable to escalate the issue beyond a supervisor named Melissa S. who claimed to be the final point of contact for customer service. I am frustrated by the lack of transparency and communication. If my order arrives late, I will return it. I even tried contacting the corporate office, but their email was full.

My Fitbit Ionic has stopped working, marking the third one I've had in two years due to malfunctions. Despite my warranty being expired, I am disappointed in the short lifespan of the devices. I have multiple family members also using Fitbit products. The declining battery life and numerous calls for support have left me frustrated. I believe the company should provide a more lasting solution without additional costs. If the products do not last longer, it's hard to justify investing in more. Not pleased with the situation and considering sharing my experience through reviews.

I recently purchased a Fitbit Charge 3 for my son, and unfortunately, the screen cracked after a minor fall on a carpeted area. This is the third Fitbit device we have had issues with. The previous two Fitbit Ace devices had charging problems and had to be replaced with refurbished items of different colors, making the replacement process difficult. I am disappointed with the product quality and the lack of support from Fitbit. The supervisor I spoke to only offered a 25% discount and free overnight shipping, which I find inadequate considering the $[redacted].99 price I paid. The quality of the product and the customer service experience have left me extremely dissatisfied.

I purchased a Fitbit Alta for Christmas a few years back during my cancer treatment, wanting to do something nice for my kids. Unfortunately, the Fitbit never worked. I tried charging it, but after showing a welcome message, it stopped functioning. Despite many attempts, it remains non-functional. I don't want to lose the money I spent on it and just want a working Fitbit. I missed the return window due to my health situation. After years of trying to fix it, I'm reaching out to you as a final attempt for help. Thank you for your assistance.

I reported the cracked lens on my Fitbit on May 29, but I haven't received any contact from customer service. Despite receiving multiple annoying emails from GetHuman asking if my issue is resolved, it is not. I have had two cracked lenses within one year without any activities that could cause this. I am 75 years old and disappointed with the lack of assistance. It's frustrating to keep receiving automated messages instead of real help. I need action and wish to be contacted at the phone number you have on file. I understand now why my friends are unsatisfied with their Fitbits, as they seem to last only a year. Please reach out the week after next as I'm unavailable next week. The constant GetHuman emails are not impressing me at all.

I received a new Fitbit Inspire for Mother's Day as an upgrade from my Alta. Unfortunately, I've noticed that the bands on the new tracker are not as secure and often require an upgrade. I didn't have time to get a new band for my Inspire before an accident while mowing the lawn resulted in damaging it irreparably. I think providing more secure bands or offering an alternative band type with the purchase, especially online, would be beneficial. Additionally, improving the battery life would be appreciated as the battery on my Alta needs frequent charging. I'll go back to using my old Alta for now. I understand that there might not be an immediate solution, but I hope my feedback can be considered. Thank you, Sue N.

I purchased my Fitbit Alta in Calgary, Alberta, Canada on March 19, [redacted], at Best Buy. I have used a Fitbit for five years without any issues until I lost my original one. The new Fitbit has been problematic since I got it. The screen frequently goes black and struggles to sync. Despite multiple attempts, it now rarely syncs at all. The blackout periods have increased, and the screen rarely comes back on now. I believe this is abnormal as my previous Fitbit worked fine. I am requesting a replacement from the company due to the defect. Thank you.

I received a Fitbit Alta as a gift at the beginning of last month, May. For the last week, I have been facing issues with it. It appears that I need to charge it daily, and today it has been on the charger twice! I have the Fitbit synced to my phone/app, but my phone is not synced to the Fitbit, so I am not receiving any extra notifications. My husband got one as well just a week before mine, and he has not encountered any problems yet. He can go 3-4 days before needing to charge. Additionally, when I reach 10k steps, it dies before I can see the fireworks as it needs to be charged. This happens more like every other time, not consistently. I used to enjoy having my Fitbit, and it was instrumental in motivating me to move and become a better version of myself. It's disappointing that it's not functioning properly now. Thank you, Maria

I purchased my Charge 3 in November last year. Recently, it has stopped receiving notifications and tracking my sleep. I contacted support two weeks ago and spent over an hour on the phone trying to resolve the issue three times. After being put on hold multiple times, the support agent mentioned there has been an ongoing issue for about 2 months that hasn't been resolved yet. Interestingly, my friends who also own the Charge 3 and use iPhones haven't experienced any problems. I have attempted to troubleshoot the problem on my own before contacting support. I am hoping to have my Charge 3 replaced. Thank you.

I am experiencing issues with my Fitbit Versa that I purchased on May 31, [redacted]. I am unsure if it is still under warranty. The screen keeps blacking out and despite trying various reset methods, it only turns back on randomly after a few hours. Additionally, I am having trouble with charging the device. Even after leaving it on charge for over 5 hours, it stayed at 1%. I bought a new charger but it did not solve the problem. Sometimes it charges overnight, but then the screen goes black and the green light stops flashing. I am concerned because the screen is becoming slow to respond, and with an event like Tough Mudder coming up, I am worried if the Versa will work properly. None of the suggestions I found in forums have fixed the issue.

I purchased a Fitbit2 to monitor my heart rate, steps, and sleep post-heart surgery on the recommendation of my doctor following an aortic valve replacement. However, for months now, it has not been keeping time accurately, and I am concerned about its heart rate tracking. After contacting customer service at 8:00 AM PT and being advised to turn off Bluetooth, I was unexpectedly disconnected. It is now 2:30 PM, and I have not received a callback as promised. I had been contemplating upgrading to a Fitbit 3 for its features, but due to this experience and lack of confidence in the brand, I will be looking into alternatives. While Apple products may be pricier, their customer service reliability and commitment to standing by their products have now made them a more appealing choice to me.

I purchased a Fitbit Versa from Amazon on 12/13/18 but only started using it in February [redacted]. I wear it on my left arm, and recently experienced severe wrist pain that spread to my shoulder and hand. After researching online, I found that my symptoms may be due to the Fitbit. The Important Safety Instructions mention ceasing use if any discomfort occurs in the hands or wrist. I have stopped using the Fitbit and am requesting a refund for the $[redacted].83 purchase price. Thank you. - Donna J. [redacted] [redacted]