This past Christmas I received a Fitbit tracker as a gift. On Wednesday afternoon the display was showing the "Battery Symbol with Exclamation Mark" so as usual I attached the charger. This time there was no vibration to acknowledge the proper connection between the tracker and charger. I cleaned the contacts, double-checked the USB port being used was properly functioning, etc. Nothing worked.
Yesterday morning I reached out to Fitbit via their chat service. My more recent experiences with online chat for customer support have been underwhelming at best lately. Many seem to be devoid of humans on the other end and only provide what is obviously scripted answers that often don't match the question. I often actually ask during the chat if I'm chatting with a bot or a human, the responses can be humorous to say the least.
I digress, so back to the Fitbit chat, the agent was very helpful and thorough and provided an increasing complex set of steps to attempt to identify and resolve the problem. Unfortunately none could resolve the problem that when the charger connected to the tracker there was no acknowledgement on the tracker. Clearly the tracker was battery dead and the charging function broken. The chat agent confirmed the tracker was covered under warranty and emailed a warranty replacement link to me.
The email was quickly received around 10 am local time yesterday and I promptly filled out. Within minutes of hitting Submit I received another email confirming the warranty claim being processed and an order place. At 2 pm yesterday afternoon I received an email confirming the order shipped. The tracking number provided indicates I'll have the replacement next Tuesday.
Well done Fitbit customer service for outstanding handling of my issue and most importantly prompt resolution.
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