Fitbit Customer Service Issues

I bought the Fitbit Blaze around October [redacted]. I've used it daily since then and have been a loyal Fitbit user for about 3 years. Yesterday, my Blaze began sending the same message repeatedly, despite me turning off notifications on my phone and iPad. Although it kept track of my steps, I noticed a strange yellowish blank screen in the morning. When I tried to charge it, it briefly displayed "3:05" but then turned black and wouldn't charge. I'm worried and can't figure out what's wrong. I wear my Fitbit almost all the time, except when I shower or charge it. I rely on it for my daily walks by the ocean, and I'll miss it today. Any assistance would be greatly appreciated.

I reached out to you on July 13th regarding an issue with replacing the band on my Fitbit Charge 2. The case number provided was #[redacted]9. Despite expecting a new Fitbit due to warranty coverage, a new band was received instead. Despite trying both the newly sent and a separately purchased band, neither will securely attach to my device. Even with assistance from my husband, the bands do not latch properly. I have resorted to using a rubber band to hold the device together as a temporary solution. I believe there may be a problem with the hinge at the top of the device, as none of the bands will attach without force, risking damage to the attachment point. I have previously shared images, which should be accessible through the case number provided. I am open to further communication via email, phone, or by sending additional pictures if needed.

I purchased a steel Fitbit bracelet for my Alta in June [redacted]. The connection piece became loose. I returned it to John Lewis in November [redacted]. They replaced it in December [redacted]. The same issue has occurred again. I can send photos and documentation. I prefer not to travel 30 miles to return it to John Lewis. Can I work directly with you to get a refund or replacement? Thank you, C. Hyslop.

My Fitbit stopped working, so I returned it to you on the 14th of July, [redacted]. You confirmed receiving it and processed a replacement. However, I received a watch strap in the wrong color instead. I've sent multiple emails to the same address but have not received any replies, which is very frustrating. I'm extremely disappointed and overwhelmed by this situation. All I need is a response to inform me of what's going on. The latest email I received from Fitbit was on the 27th of July, [redacted], with confirmation number YWGCYC4GG. Despite being told I would receive another email with a link to my order status, I haven't received it yet. Due to the disappointment and lack of communication, I request a brand new Fitbit and, most importantly, a prompt reply.

I recently purchased the Versa Special Edition, and I must say it's wonderful. However, I have a small complaint. I bought three bands for $29 each, and they are quite difficult to put on. I fear I might tear or break one in the process. The only band I can successfully use is the purple cloth one that came with the watch. Despite buying the correct size, the other bands are problematic. I prefer my accessories to match my outfits, but this is proving to be a challenge. I returned my Apple Watch in favor of the Versa, but I may have to switch back if I can't find a solution. Any advice would be appreciated.

I recently upgraded from my original Fitbit to a Charge 2 after the band on my old one broke. Although I didn't mind the band issue, the new band on my Charge 2 keeps coming loose, and I almost lost it a few times. Even after buying a new band, the closure attachment broke off, and I almost lost the tracker again. The store where I bought it wouldn't accept the return because it was over 30 days, so they advised me to contact Fitbit for assistance. I've taken photos of the bands for reference but couldn't attach them to this email. I wear my Charge 2 all the time, so any help would be greatly appreciated. - A.T.

Dear Sir or Madam, I am experiencing issues with syncing messages on my Charge 2 with my iPhone 6, which was purchased this year. The Charge 2 was bought at the beginning of July [redacted]. The vibration for message notifications does not work properly, although phone calls come through fine. Some messages are received, while others are not, even when in close proximity to my phone. I understand the limitations of Bluetooth range and don't expect messages when too far away, but I do expect to receive them when in the next room. It would be appreciated if WhatsApp messages could also be received. I have followed all your instructions and my phone is only connected to messages. Thank you in advance for your response. Yours faithfully, B M McGarry

Dear Fitbit Team, I am a student at the University of Ottawa working on a project to improve hospital waiting room efficiency by utilizing Fitbit technology. My experience with a friend's health scare highlighted the need for better monitoring in these environments. Our team has developed an app that gathers vital signs, like heart rate, using Fitbit devices. To make this initiative successful, we need your assistance in raising the API rate limit to access data more frequently. Additionally, we would appreciate permission to connect multiple Fitbit accounts to our app for testing. This innovation has garnered interest from IBM and medical professionals for its potential impact on patient care. Your support in enhancing our access to Fitbit data would greatly contribute to reducing risks in emergency rooms. We believe integrating wearables like Fitbit can revolutionize how hospitals and clinics handle patient monitoring. Thank you for your consideration and time, S. V.

Living in the UK, I purchased a Fitbit Alta 2 years ago. I used it regularly and enjoyed its features. Unfortunately, while vacationing in the US, the display suddenly stopped functioning. Despite reaching out to the support team regarding Case no. [redacted], they simply offered a discount as they deemed the Fitbit irreparable. After reading about similar experiences from others, I am quite dissatisfied with this outcome. My expectations were higher for a reputed company like yours. It is disheartening to believe that offering a 25 percent discount is the only resolution provided.

My Fitbit Alta, still under warranty and less than a year old, has suddenly stopped working. Even after a full charge, the battery only lasts about a day. Despite reaching out to customer support, their advice to charge and sync the device every 5 hours hasn't resolved the issue. Unfortunately, the syncing process is also problematic. This is not the first time I've encountered such problems with Fitbit products; my previous Fitbit Flex 1 and Charge HR also failed within 2 years. Initially excited about Fitbit's reputation for quality, I'm now disheartened. Despite being careful with my devices, ensuring they remain dry and safe, I'm puzzled as to why they keep malfunctioning. Although my Fitbit Alta was a thoughtful gift, it has become more of a hassle recently. I am eager for a prompt resolution to this ongoing problem. Thank you, M Swift

Hello, my Fitbit Charge 2, purchased during Christmas [redacted], has stopped functioning properly lately. It has been struggling to hold a charge for more than two days for the past two months. When the battery level reached 50%, it would shut down. Despite my attempts to restart it by pressing the button for over 3 seconds, today it completely failed to turn on or charge. I managed to charge it to [redacted]% at 8am today (going from empty to full in just 15 minutes - unlikely!), wore it without actively using it, and within hours it dropped to 30% and then abruptly shut off. I tried restarting it, but it only stayed on for 30 seconds before shutting down again. It's now 5pm and the device is completely unresponsive, yielding less than five days of usage. I plan to troubleshoot further around 8pm. Happy Friday!

Good morning, I received a Fitbit Flex 2 for Christmas last December, and I have been enjoying using it. Unfortunately, the quality of my wristband has significantly deteriorated as it has stretched out a lot. Initially, I had 4 holes remaining when fastening the bracelet, but now there are only 2 holes left. The main issue is that the part inside that holds the Fitbit has stretched so much that the lights no longer align with the holes, causing difficulty in checking my step count and notifications. During a recent staff pool party where I work, my Fitbit fell out into the pool unnoticed for about an hour, but luckily I found it eventually. I am hoping to receive a replacement wristband as I have taken good care of it and believe the stretching was not caused by misuse. My lavender band has faded due to color transfer and sunlight exposure, making it look worn compared to the black one that came with the Fitbit originally. I would greatly appreciate it if a new band could be provided as I feel it should not be my responsibility to purchase a replacement. Thank you, Lindsey

About a month ago, my Fitbit Charge 2's altimeter started malfunctioning. At times, it only registered a couple of stairs, while other times it showed unusually high numbers like 78. Now, it doesn't record any stairs at all. I attempted to reset it and fully deplete the battery before recharging, but the issue persists. I'm unsure which number on the box is the serial number. I received the Fitbit Charge 2 as a Christmas gift last year, so the 45-day warranty period has elapsed. I'd appreciate guidance on how to arrange for repairs and an estimate of the associated costs. Thank you.

A couple of days ago, my Fitbit was working without any issues. I was preparing for work when I checked the battery level on my Ionic, and it showed 52%. Later, while I was doing some paperwork and needed to check the date, pressing the left middle button didn't display anything until suddenly showing 0%. I got worried about the battery health at that point. After work, I drove home to charge it and left it until fully charged. Upon inspecting, I noticed the clear plate on the top right sensor had detached from the edge and is now caved in. Currently, my heart rate isn't being tracked, and only two small lines are appearing. I have taken photos for proof if necessary. This situation worries me, especially during workouts when I sweat, as I fear it might damage the Ionic further.

I have a Fitbit Surge, and the bracelet is coming apart. After contacting Fitbit and speaking with their representatives, I was informed that the Surge is no longer available and cannot be repaired or replaced. The only option given was a discount on a new device. I find this response unacceptable. If Fitbit sold these trackers at a premium price, they should have provisions for repairs or replacements. A company that stands by its product should offer better customer service. I am not happy with the solutions provided to me. I am extremely dissatisfied with this outcome.

Hello, My name is Ashley Booten and I purchased a Fitbit Blaze approximately a year ago. Recently, it started experiencing severe lagging issues and the button on the left side has stopped working altogether. Despite cleaning it to ensure no debris was causing the problem, it still won't communicate with the Fitbit. This is quite frustrating for me as I rely on it for tracking my sleep and exercise routines. I reached out to customer service, and the representative I spoke with acknowledged that this is a common issue. However, all they offered was a 20% off coupon for selected watches, which isn't a satisfactory solution. Unfortunately, my warranty has also just expired, leaving me without any options for assistance. I am willing to provide photos to show how well I have maintained the device. I simply request a replacement Fitbit Blaze and am more than willing to return the faulty one.

On 08/05/[redacted], I bought a Fitbit Versa which worked for only a month before stopping charging on 09/16/[redacted]. Despite troubleshooting with customer support, I had to wait until 09/28/[redacted] for a replacement. Setting up the new device was troublesome, requiring me to install Fitbit on my laptop. Now, on 10/08/[redacted], just 11 days later, the new Fitbit is experiencing the same issue. Customer service's explanation that the battery dying causes the charging problem is frustrating. The whole process of replacing the device and staying without one for two weeks, then setting it up again, seems overly complicated. Although I am in the process of getting another replacement, it will take another two weeks. Having owned the device for less than 3 months, the constant issues have been disappointing. I am seeking a full refund as it has been a considerable investment for me and I feel let down. Your assistance in resolving this matter would be greatly appreciated.

Hello Fitbit Customer Support, I have been a loyal Fitbit customer for years, with my family also using your products. I recently purchased the Versa after being assured by a representative that both versions have Fitbit Pay, only to discover this was incorrect. I had to reorder the correct model and faced issues with the band randomly falling off. Despite contacting customer service and receiving no resolution, I continued to experience problems with the replacement band. Eventually, the watch fell off during a walk and I lost it. When I contacted Fitbit, they claimed I never reported these problems before and refused to assist me. I am extremely disappointed with how this situation has been handled and would appreciate a satisfactory resolution. Please advise on how to proceed. Thank you.

I own a Fitbit Charge 2 HR. While traveling in very high temperatures (~50 degrees C), a crack appeared on the screen. The Fitbit is no longer covered by the 1-year warranty, but it is covered under the warranty of the Credit Card I used for the purchase. To proceed with a warranty claim, I need to obtain a repair cost estimate, though I suspect the screen may not be repairable since Fitbit screens might not be replaceable. I am seeking confirmation from Fitbit that, if it were still under warranty, it would have been replaced due to the circumstances described. This confirmation is needed for me to submit a claim to my Credit Card company for a replacement. Thank you for your help.

I've been using my Fitbit Versa since I bought it in April. However, about a week ago, I noticed that my battery is only lasting around 24 hours, whereas before it lasted 4-5 days. I'm considering going back to my Apple Watch because I chose Fitbit for its longer battery life. I've tried turning off some features, but even when I charge it and leave it on my dresser, the battery still dies after 2 days. I prefer not to turn off all features since they are why I wear the watch. I haven't changed any settings, but the battery is draining much faster than usual. Are there any known issues with the battery life that I should be aware of?