A Fitbit Customer Support Experience

I do not normally write or leave comments about my experiences on a product but this time I feel like I need to.

Last week after having an issue with the charging cable of my Fitbit Charge HR device I decided to contact customer support via chat option and briefly explained my situation. I was immediately informed that I would get a replacement. So far good, and an expected level of service from Customer Support Representative (CSR):[1]

Me: The cable seems to be not working. I have tried using a charger from a friend of mine and it's fine. So the product is in good condition. Only the USB cable seems to have an issue. Could you please let me know how I can get a replacement?

CSR: Having you not only as a customer to us but as already part of the growing Fitbit family, I am more than Happy to replace your Charge HR charging cable.

It is nice to know you will be getting a replacement without any hassle and just under 2 minutes. However what fascinated me was how the conversation went on once I passed through all the contact/delivery details for the replacement.

CSR: Please let me know if you have any other concerns and or question in mind I am here to help with all of what I can.

Me: Thanks, John - My only concern is that I wouldn't be able to use my Charge HR until I receive the new cable :) The battery will die in 2 days :)

CSR: Oh, No worries Koray, I will be processing the order in expedited shipping for your convenience.

At this point I am certain that the delivery will take around a week and I have no expectations for the expedited shipping. In the end, it would be a bit optimistic to expect getting it in less than 2 days.
So I'm expecting the battery of my Fitbit to die in 2 days and I will start re-using it once I get the replacement cable.

That didn't happen.

I received my shipment in exactly 2 days, long before the battery of my Charge HR died. Amazing!

Shipment Tracking


Disclaimer: I do not have an affiliate relationship and/or another material connection, to any suppliers of goods and services that were discussed here.


  1. Parts in the conversation and the name of the customer support representative were redacted or removed. ↩︎