Spoiler:

Chris:Hi Alex, my name is Chris. How can I help you?
Me:Hello Chris, how are you doing today?
Chris:I'm fine Alex. Thanks for asking.
Chris:How can I help you?
Me:I got fat and didnt use my Surge for more than 2 months
Me:but now I decided to loose some weight
Me:but my Surge is not charging anymore
Chris:I'm glad to assist you with your Fitbit Surge battery not charging issue.
Me:Thanks Chris
Chris:Would you please provide me with the email address that you use with your Fitbit account?
Chris:No worries.
Me:Of course, it is  achapman221@Gmail.com
Chris:Alright.
Chris:Upon checking your account, I've confirmed that the last time you were able to sync was 7 weeks ago.
Chris:Is that correct?
Me:Correct Chris
Chris:Okay.
Chris:  Please let me know what troubleshooting steps have you already tried to turn on your Surge.
Me:I have visited steps from your help forum Chris
Me:I have tried restartig the Surge many times
Me:when it didn´t work I tried cleaning the charging contacts
Me:with toothrbrush and rubbing air
Chris:Thank you for troubleshooting this issue before contacting us.
Me:You are welcome Chris
Chris:Just to confirm, may I ask what did you use to clean the charging contacts of your Surge?
Me:with toothrbrush and rubbing air
Me:and after it cleaned it with cloth
Chris:Okay.
Chris:May I ask if you have a rubbing alcohol with you now?
Me:Yes Chris I do
Chris:Okay. I recommend that you clean the charging contacts of your Surge again now, with the same old toothbrush with rubbing alcohol.
Me:okay
Me:wait a moment
Chris:  Sure.
Me:Okay they are clean as brand new Chris
Chris: Alright. Please allow your Fitbit Surge to charge.
Me:It is still not charging Chris
Chris: I see. Please plug the charging cable into a different USB port.
Chris: Please make sure it is a working USB port.
Me:I have tried 2 different ports Chris
Me:I have even visited a friend of mine earlier today
Me:to try his cable which is surely working
Me:but it didn´t help either
Chris:Okay.
Chris:  Please check the charging cable connection to the tracker and see if it's loose or not.
Me:It´s pretty fixed Chris
Me:and it can´t go any further
Chris:Alright.
Chris:I now recommend that you restart your Surge while it is charging.
Me:I have tried it many times
Me:but since it´s you Chris
Me:I will try it once agian
Chris:Okay. Just to confirm, may I ask how did you restart your Surge?
Me:I pressed the left and right bottom buttons for around 30 seconds
Chris:Okay. This time, please press and hold the Home and Select buttons (left and bottom right) on your Fitbit Surge for 10 to 15 seconds, until you see the screen flash or start to dim
Chris:Then let go of the buttons.
Chris:After your screen turns completely off, wait 10 seconds and press the Home button to turn your Surge back on
Me:Okay it is done
Me:The screen is not flashing or starting to dim
Chris:I appreciate your efforts in troubleshooting this issue with me.
Chris:May I ask what country are you located?
Me:I am in Italy Chris
Chris:Okay. I would now like to move forward in determining your eligibility for replacement under warranty.
Chris:To begin with, please let me know the band size and color of your Surge.
Me:Black Large
Chris:Okay.
Chris:  Please let me know when and where did you purchase your Surge.
Me: I got it as a gift from my dear friend Luigi
Chris: Okay. Please provide me with your full name, shipping address, and phone number.
Me: Orietta Campanella
Me: Via Giuseppe Fabbri, 588
Me: Ferrara 44121
Me:Italy
Me:It is the name of my aunt. I am staying at her place
Chris:Okay. I still need your full name so I will just put your Aunt's name in care of.
Me:Alex Chapman
Me:here you go
Chris:Alright. And your phone number please.
Me:0378 3429910
Chris:Thank you for providing me with your information.
Chris:Your Fitbit Surge (Black) - Large replacement is being processed by our EU distribution team. It should arrive within 10-12 business days.
Chris:When you receive your replacement, please go to the following help article for instructions on how to set up your replacement device:
http://fitbit.link/hjglhj.
Me:Will do!
Chris:   Please recycle your defective item through a local electronics recycling program.
Chris:By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our Support processes.
Chris:Is there anything else that I can assist you with today?
Me:I will surely give you the best score for the help!
Me:May I get the confirmation number please?
Chris:Thank you for that.
Chris:The confirmation number will be sent by our EU team via email once your order has ship.
Chris:Are there any other questions I can answer for you?
Me:Oh
Me:there might be a problem with that Chris
Me:I lost authenticator to my email last week
Me:May I give you a new working one?
Chris: Sure.
Me:Are you sure they will send it to me?
Chris:Yes, I am sure of it.
Me:I heard these thngs gets a long time to process
Me:
Chris:In some cases due to unforseen reasons.
Me:the new email is alex.ch@Yopmail.com
Me:  please make sure to put that one
Chris:Okay. I already updated your replacement order and included that new email address of yours.
Me:Thank you a lot Chris!
Chris:Is there anything else that I can assist you with today?
Me:Have a great rest of the day
Chris:You are most welcome and have a great rest of the day too.
Chris:To end this chat please go ahead and click "end chat".

Spoiler:

April (11/30/2016, 9:59:48 PM): Hello Steve, my name is April. How can I help you?
Me (11/30/2016, 9:59:59 PM): Hello April, I would like to ask
Me (11/30/2016, 10:00:03 PM): why my order got cancelled
Me (11/30/2016, 10:00:08 PM): it was placed a few minutes ago
Me (11/30/2016, 10:00:20 PM): https://www.fitbit.com/cart/status/TV5NBADVE
Me (11/30/2016, 10:00:22 PM): this one
April (11/30/2016, 10:00:27 PM): I'll be glad to help you with your inquiry.
Me (11/30/2016, 10:01:05 PM): Thank you April!
April (11/30/2016, 10:01:44 PM): My welcome. Allow me to check the confirmation number.
Me (11/30/2016, 10:02:46 PM):  Please take your time April
Me (11/30/2016, 10:02:58 PM): The agent has put wrong size and colour
Me (11/30/2016, 10:03:06 PM): I think thats why it might get cancelled or something
April (11/30/2016, 10:03:31 PM): Thank you for waiting Steve.
April (11/30/2016, 10:03:57 PM): As i review the confirmation number, we're currently updating the system.
April (11/30/2016, 10:04:07 PM): May I know the email address associated with your Fitbit account?
Me (11/30/2016, 10:04:09 PM): Oh
Me (11/30/2016, 10:04:13 PM):  jtragone@Gmail.com
Me (11/30/2016, 10:04:15 PM): here you go
April (11/30/2016, 10:05:02 PM): I'm sorry for that inconvenience.
April (11/30/2016, 10:05:13 PM): And thank you for that information.
April (11/30/2016, 10:05:41 PM): Can you tell me what size should be shipped?
Me (11/30/2016, 10:06:32 PM): Oh actually April
Me (11/30/2016, 10:06:40 PM): I just checked the color
Me (11/30/2016, 10:06:45 PM): and you can leave it plum
Me (11/30/2016, 10:06:52 PM): Changes are good in life arent they?
April (11/30/2016, 10:07:53 PM): Yes.
April (11/30/2016, 10:08:12 PM): For me to update your reference case number. Please provide your full name, update home address, your preferred size and phone number.
Me (11/30/2016, 10:08:44 PM): I will just copy from the previous order
Me (11/30/2016, 10:08:51 PM): Steve Brown 378 LEE CRESCENT NORTH Bridge Of Don ABERDEEN AB22 8GJ United Kingdom
Me (11/30/2016, 10:09:01 PM): I will put it line bz line
Me (11/30/2016, 10:09:05 PM): Steve Brown
Me (11/30/2016, 10:09:09 PM): 378 LEE CRESCENT NORTH
Me (11/30/2016, 10:09:11 PM): Bridge Of Don
Me (11/30/2016, 10:09:16 PM): ABERDEEN AB22 8GJ
Me (11/30/2016, 10:09:18 PM): United Kingdom
Me (11/30/2016, 10:09:23 PM): 079 2010 3224
Me (11/30/2016, 10:09:30 PM): can you check if everything is good?  
Me (11/30/2016, 10:09:38 PM): Dont want to get it cancelled again  
April (11/30/2016, 10:10:23 PM): I will definitely make sure that place order will be success.
April (11/30/2016, 10:10:39 PM): Don't worry i wont cancel the shipping.
Me (11/30/2016, 10:10:41 PM): You are my angel!
April (11/30/2016, 10:11:42 PM): My pleasure to assist you. Allow me a minute or two to complete the place order.
Me (11/30/2016, 10:12:30 PM):  Please take your time
April (11/30/2016, 10:13:07 PM): Thank you.
Me (11/30/2016, 10:13:57 PM): Oh Apri
Me (11/30/2016, 10:14:00 PM): I forgot to tell you
Me (11/30/2016, 10:14:07 PM): I got locked out of my email
Me (11/30/2016, 10:14:21 PM): could you please be so kind and send the new confirmation email to my new email adress?
April (11/30/2016, 10:14:33 PM): No problem.
Me (11/30/2016, 10:16:22 PM): Steve.brown@Yopmail.com
April (11/30/2016, 10:16:36 PM): Alright. Almost done.
Me (11/30/2016, 10:16:47 PM): Great!!
April (11/30/2016, 10:18:20 PM): Few more minutes.
April (11/30/2016, 10:18:50 PM): I want to make sure you everything will be done.
Me (11/30/2016, 10:19:05 PM): Amazing April!
April (11/30/2016, 10:20:03 PM): Thank you.
April (11/30/2016, 10:22:26 PM): All done.
Me (11/30/2016, 10:22:44 PM): Great
Me (11/30/2016, 10:22:47 PM):
April (11/30/2016, 10:22:50 PM): Your new Fitbit Charge 2 (Plum) - Small is now being processed and your confirmation number is UQX2V882Z.
April (11/30/2016, 10:22:58 PM): Once your order ships, you will receive a shipping confirmation and tracking information.
April (11/30/2016, 10:23:13 PM): Your order should arrive within 4-5 business days from the date of shipment. Note that business days excludes weekends.
Me (11/30/2016, 10:23:19 PM): Great!
Me (11/30/2016, 10:23:30 PM): You are the best
April (11/30/2016, 10:23:48 PM): You're most welcome. Would there be anything else that I can help you with?
Me (11/30/2016, 10:24:19 PM): That will be all April
April (11/30/2016, 10:24:33 PM):  Please don't hesitate to contact us if you need further assistance.
April (11/30/2016, 10:24:37 PM): By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our Support processes.
April (11/30/2016, 10:24:42 PM): Thank you for being a Fitbit customer and allowing us to help you lead a healthier, more active life. Have a great day.
Me (11/30/2016, 10:25:10 PM): I will surely give you the best score April!
Me (11/30/2016, 10:25:18 PM): Have a great day!
Me (11/30/2016, 10:25:20 PM): Goodbye!

Spoiler:

Britni:Hi Vicki, my name is Britni with the Fitbit Sales Center. How can I help you?
Me:Hello Britni
Me:im having problem with charging my surge could you help me please ?
Britni:I'm sorry to hear that. I'm in the Sales Center, so I'm going to transfer you to our support team for assistance. The next available agent will be with you as soon as they are available. Please note you will not be able to send chats while waiting.
Please wait while we transfer your chat to the next available agent.
Lars is your new agent for the chat session.
Lars:Hi Vicki, my name is Lars. How can I help you?
Me:Hello Lars how are you today
Lars:I'm good thanks.
Me: so it been like 3 months last time i used my Surge tracker and i got fat and gained a lot of weight and now  i finally found motivation to work out but my tracker wont charge anymore
Lars:I'll be glad to assist you with your Fitbit Surge that has stopped charging.
Lars:Kindly verify the email address associated with your Fitbit account for me to check.
Me: sure it's wladae@Gmail.com
Lars:Thank you!
Me:By the way I wanted to save your time so I went to your help and community forums and tried  the troubleshooting steps from there such as: restarting my tracker twice,  cleaning the charging contacts with rubbing alcohol, and I even tried switching  the USB ports for charging my tracker but sadly nothing of those worked
Lars:Alright. I appreciate your effort in troubleshooting the issue prior to contacting us by the way.
Lars:Upon checking, I noticed that you have a Fitbit Surge that's paired under this account which synced last September 9th with your accunt.
Lars:account*
Me:yes i think that the last time i used it
Lars:I also noticed that this is the same tracker that we issued a replacement on June 1st because of your contact of the Surge's wristband being torn.
Lars:May I know if this is the same tracker?
Me:no
Lars:Alright. May I know the email address that is associated with the replacement Surge?
Lars:Are you still there?
Me:its the same email i sent you before  i think
Lars:I see. But I can only see the original tracker paired under this account.
Larso you remember using another email address for the replacement tracker?
Me:i really dont think i had a replacement earlier
Lars:Alright. At this point, can you verify your shipping address for me, Vicki?
Me:Vicki Vaughan 1329 Hillcrest Ave Colorado Spgs, CO 80909 United States
Lars:Thank you. In order to address the issue, may I request you to answer some questions and try a few troubleshooting steps?
Me: sure Lars
Lars:Great. May I know how you restarted your Surge?
Me:by holding the button for 20 seconds
Lars:Thank you.
Lars:May I know if you have access to another charging cable? Maybe the problem is with the cable.
Me: actually i went to my friend and tried his working cable too, but it didnt help :/
Lars:Alright. Thanks, Wladimir! You've been very cooperative.
Lars:Given the issue and the troubleshooting steps we did to no avail, I will now review the best option for your Fitbit Surge.
Lars:May I know your country of residence?
Me: sure it's US
Lars:Alright, may I know when and where did you purchase the tracker?
Me:actually i got it as gift from my close friend Sarah
Lars:Thank you for that information.
Lars:At this point, I'd like to get you back on track as soon as possible and would like to provide you a complimentary replacement under warranty.
Lars:  Please provide the following information so we can ship your new tracker:
Lars:- Color of the tracker's wristband:
- Your tracker's size, at back of the wristband near the tip. It says either S/P or L/G.
Lars:- Your complete name:
?- Preferred shipping address:
- Phone number:
Me:wow i can get a replacement, that would be great thank you so much Lars
Me:Surge, small Blue
Me:Vicki Vaughan 1329 Hillcrest Ave Colorado Spgs, CO 80909 United States
Lars:My pleasure to assist you.
Lars:Thanks for providing me with your information, Wladimir! Please bear with me while I'm processing your replacement.
Me: sure take your time thank you again
Lars:By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our Support processes.
Me: sure i would definitely give u the best score Lars
Lars:Awesome!
Lars:Thank you for patiently waiting by the way! Your replacement is now being processed, and your confirmation number is TZGSF94UX.
Lars:In the meantime, hang on to the charging cable and any other accessories that came with your original tracker, since replacement packages usually include the tracker only for easier shipping.
Lars:Your replacement order will arrive 5 to 7 business days from the date of shipment and you will receive an email once the package will be shipped.
Lars:I also suggest you recycle the defective tracker through a local electronics recycling program after your replacement arrives.
Lars:And once you receive your replacement, you may go to the following help article for instructions on how to set up your replacement device: http://bit.ly/replacement_tracker
Me:ok thank you too much Lars
Lars:You're most welcome! Is there anything else that I can assist you with?
Me:no thanks have a nice day Lars

(06-18-2018, 02:01 PM)Edwarddaniel10 Wrote: I did try and got the replacement done but they got cancelled got any uhm like any other method?

(06-13-2018, 10:30 PM)Slippery Slope Wrote: Hi,

Here's three step-by-step FitBit SE Methods.
Don't mind the dates - these still work just as well. Hope this helps you with your dialogues. It sounds like that's what many people on here struggle with.

Spoiler:

Chris:Hi Alex, my name is Chris. How can I help you?
Me:Hello Chris, how are you doing today?
Chris:I'm fine Alex. Thanks for asking.
Chris:How can I help you?
Me:I got fat and didnt use my Surge for more than 2 months
Me:but now I decided to loose some weight
Me:but my Surge is not charging anymore
Chris:I'm glad to assist you with your Fitbit Surge battery not charging issue.
Me:Thanks Chris
Chris:Would you please provide me with the email address that you use with your Fitbit account?
Chris:No worries.
Me:Of course, it is  achapman221@Gmail.com
Chris:Alright.
Chris:Upon checking your account, I've confirmed that the last time you were able to sync was 7 weeks ago.
Chris:Is that correct?
Me:Correct Chris
Chris:Okay.
Chris:  Please let me know what troubleshooting steps have you already tried to turn on your Surge.
Me:I have visited steps from your help forum Chris
Me:I have tried restartig the Surge many times
Me:when it didn´t work I tried cleaning the charging contacts
Me:with toothrbrush and rubbing air
Chris:Thank you for troubleshooting this issue before contacting us.
Me:You are welcome Chris
Chris:Just to confirm, may I ask what did you use to clean the charging contacts of your Surge?
Me:with toothrbrush and rubbing air
Me:and after it cleaned it with cloth
Chris:Okay.
Chris:May I ask if you have a rubbing alcohol with you now?
Me:Yes Chris I do
Chris:Okay. I recommend that you clean the charging contacts of your Surge again now, with the same old toothbrush with rubbing alcohol.
Me:okay
Me:wait a moment
Chris:  Sure.
Me:Okay they are clean as brand new Chris
Chris: Alright. Please allow your Fitbit Surge to charge.
Me:It is still not charging Chris
Chris: I see. Please plug the charging cable into a different USB port.
Chris: Please make sure it is a working USB port.
Me:I have tried 2 different ports Chris
Me:I have even visited a friend of mine earlier today
Me:to try his cable which is surely working
Me:but it didn´t help either
Chris:Okay.
Chris:  Please check the charging cable connection to the tracker and see if it's loose or not.
Me:It´s pretty fixed Chris
Me:and it can´t go any further
Chris:Alright.
Chris:I now recommend that you restart your Surge while it is charging.
Me:I have tried it many times
Me:but since it´s you Chris
Me:I will try it once agian
Chris:Okay. Just to confirm, may I ask how did you restart your Surge?
Me:I pressed the left and right bottom buttons for around 30 seconds
Chris:Okay. This time, please press and hold the Home and Select buttons (left and bottom right) on your Fitbit Surge for 10 to 15 seconds, until you see the screen flash or start to dim
Chris:Then let go of the buttons.
Chris:After your screen turns completely off, wait 10 seconds and press the Home button to turn your Surge back on
Me:Okay it is done
Me:The screen is not flashing or starting to dim
Chris:I appreciate your efforts in troubleshooting this issue with me.
Chris:May I ask what country are you located?
Me:I am in Italy Chris
Chris:Okay. I would now like to move forward in determining your eligibility for replacement under warranty.
Chris:To begin with, please let me know the band size and color of your Surge.
Me:Black Large
Chris:Okay.
Chris:  Please let me know when and where did you purchase your Surge.
Me: I got it as a gift from my dear friend Luigi
Chris: Okay. Please provide me with your full name, shipping address, and phone number.
Me: Orietta Campanella
Me: Via Giuseppe Fabbri, 588
Me: Ferrara 44121
Me:Italy
Me:It is the name of my aunt. I am staying at her place
Chris:Okay. I still need your full name so I will just put your Aunt's name in care of.
Me:Alex Chapman
Me:here you go
Chris:Alright. And your phone number please.
Me:0378 3429910
Chris:Thank you for providing me with your information.
Chris:Your Fitbit Surge (Black) - Large replacement is being processed by our EU distribution team. It should arrive within 10-12 business days.
Chris:When you receive your replacement, please go to the following help article for instructions on how to set up your replacement device:
http://fitbit.link/hjglhj.
Me:Will do!
Chris:   Please recycle your defective item through a local electronics recycling program.
Chris:By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our Support processes.
Chris:Is there anything else that I can assist you with today?
Me:I will surely give you the best score for the help!
Me:May I get the confirmation number please?
Chris:Thank you for that.
Chris:The confirmation number will be sent by our EU team via email once your order has ship.
Chris:Are there any other questions I can answer for you?
Me:Oh
Me:there might be a problem with that Chris
Me:I lost authenticator to my email last week
Me:May I give you a new working one?
Chris: Sure.
Me:Are you sure they will send it to me?
Chris:Yes, I am sure of it.
Me:I heard these thngs gets a long time to process
Me:
Chris:In some cases due to unforseen reasons.
Me:the new email is alex.ch@Yopmail.com
Me:  please make sure to put that one
Chris:Okay. I already updated your replacement order and included that new email address of yours.
Me:Thank you a lot Chris!
Chris:Is there anything else that I can assist you with today?
Me:Have a great rest of the day
Chris:You are most welcome and have a great rest of the day too.
Chris:To end this chat please go ahead and click "end chat".

---

Spoiler:

April (11/30/2016, 9:59:48 PM): Hello Steve, my name is April. How can I help you?
Me (11/30/2016, 9:59:59 PM): Hello April, I would like to ask
Me (11/30/2016, 10:00:03 PM): why my order got cancelled
Me (11/30/2016, 10:00:08 PM): it was placed a few minutes ago
Me (11/30/2016, 10:00:20 PM): https://www.fitbit.com/cart/status/TV5NBADVE
Me (11/30/2016, 10:00:22 PM): this one
April (11/30/2016, 10:00:27 PM): I'll be glad to help you with your inquiry.
Me (11/30/2016, 10:01:05 PM): Thank you April!
April (11/30/2016, 10:01:44 PM): My welcome. Allow me to check the confirmation number.
Me (11/30/2016, 10:02:46 PM):  Please take your time April
Me (11/30/2016, 10:02:58 PM): The agent has put wrong size and colour
Me (11/30/2016, 10:03:06 PM): I think thats why it might get cancelled or something
April (11/30/2016, 10:03:31 PM): Thank you for waiting Steve.
April (11/30/2016, 10:03:57 PM): As i review the confirmation number, we're currently updating the system.
April (11/30/2016, 10:04:07 PM): May I know the email address associated with your Fitbit account?
Me (11/30/2016, 10:04:09 PM): Oh
Me (11/30/2016, 10:04:13 PM):  jtragone@Gmail.com
Me (11/30/2016, 10:04:15 PM): here you go
April (11/30/2016, 10:05:02 PM): I'm sorry for that inconvenience.
April (11/30/2016, 10:05:13 PM): And thank you for that information.
April (11/30/2016, 10:05:41 PM): Can you tell me what size should be shipped?
Me (11/30/2016, 10:06:32 PM): Oh actually April
Me (11/30/2016, 10:06:40 PM): I just checked the color
Me (11/30/2016, 10:06:45 PM): and you can leave it plum
Me (11/30/2016, 10:06:52 PM): Changes are good in life arent they?
April (11/30/2016, 10:07:53 PM): Yes.
April (11/30/2016, 10:08:12 PM): For me to update your reference case number. Please provide your full name, update home address, your preferred size and phone number.
Me (11/30/2016, 10:08:44 PM): I will just copy from the previous order
Me (11/30/2016, 10:08:51 PM): Steve Brown 378 LEE CRESCENT NORTH Bridge Of Don ABERDEEN AB22 8GJ United Kingdom
Me (11/30/2016, 10:09:01 PM): I will put it line bz line
Me (11/30/2016, 10:09:05 PM): Steve Brown
Me (11/30/2016, 10:09:09 PM): 378 LEE CRESCENT NORTH
Me (11/30/2016, 10:09:11 PM): Bridge Of Don
Me (11/30/2016, 10:09:16 PM): ABERDEEN AB22 8GJ
Me (11/30/2016, 10:09:18 PM): United Kingdom
Me (11/30/2016, 10:09:23 PM): 079 2010 3224
Me (11/30/2016, 10:09:30 PM): can you check if everything is good?  
Me (11/30/2016, 10:09:38 PM): Dont want to get it cancelled again  
April (11/30/2016, 10:10:23 PM): I will definitely make sure that place order will be success.
April (11/30/2016, 10:10:39 PM): Don't worry i wont cancel the shipping.
Me (11/30/2016, 10:10:41 PM): You are my angel!
April (11/30/2016, 10:11:42 PM): My pleasure to assist you. Allow me a minute or two to complete the place order.
Me (11/30/2016, 10:12:30 PM):  Please take your time
April (11/30/2016, 10:13:07 PM): Thank you.
Me (11/30/2016, 10:13:57 PM): Oh Apri
Me (11/30/2016, 10:14:00 PM): I forgot to tell you
Me (11/30/2016, 10:14:07 PM): I got locked out of my email
Me (11/30/2016, 10:14:21 PM): could you please be so kind and send the new confirmation email to my new email adress?
April (11/30/2016, 10:14:33 PM): No problem.
Me (11/30/2016, 10:16:22 PM): Steve.brown@Yopmail.com
April (11/30/2016, 10:16:36 PM): Alright. Almost done.
Me (11/30/2016, 10:16:47 PM): Great!!
April (11/30/2016, 10:18:20 PM): Few more minutes.
April (11/30/2016, 10:18:50 PM): I want to make sure you everything will be done.
Me (11/30/2016, 10:19:05 PM): Amazing April!
April (11/30/2016, 10:20:03 PM): Thank you.
April (11/30/2016, 10:22:26 PM): All done.
Me (11/30/2016, 10:22:44 PM): Great
Me (11/30/2016, 10:22:47 PM):
April (11/30/2016, 10:22:50 PM): Your new Fitbit Charge 2 (Plum) - Small is now being processed and your confirmation number is UQX2V882Z.
April (11/30/2016, 10:22:58 PM): Once your order ships, you will receive a shipping confirmation and tracking information.
April (11/30/2016, 10:23:13 PM): Your order should arrive within 4-5 business days from the date of shipment. Note that business days excludes weekends.
Me (11/30/2016, 10:23:19 PM): Great!
Me (11/30/2016, 10:23:30 PM): You are the best
April (11/30/2016, 10:23:48 PM): You're most welcome. Would there be anything else that I can help you with?
Me (11/30/2016, 10:24:19 PM): That will be all April
April (11/30/2016, 10:24:33 PM):  Please don't hesitate to contact us if you need further assistance.
April (11/30/2016, 10:24:37 PM): By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our Support processes.
April (11/30/2016, 10:24:42 PM): Thank you for being a Fitbit customer and allowing us to help you lead a healthier, more active life. Have a great day.
Me (11/30/2016, 10:25:10 PM): I will surely give you the best score April!
Me (11/30/2016, 10:25:18 PM): Have a great day!
Me (11/30/2016, 10:25:20 PM): Goodbye!

-----

Spoiler:

Britni:Hi Vicki, my name is Britni with the Fitbit Sales Center. How can I help you?
Me:Hello Britni
Me:im having problem with charging my surge could you help me please ?
Britni:I'm sorry to hear that. I'm in the Sales Center, so I'm going to transfer you to our support team for assistance. The next available agent will be with you as soon as they are available. Please note you will not be able to send chats while waiting.
Please wait while we transfer your chat to the next available agent.
Lars is your new agent for the chat session.
Lars:Hi Vicki, my name is Lars. How can I help you?
Me:Hello Lars how are you today
Lars:I'm good thanks.
Me: so it been like 3 months last time i used my Surge tracker and i got fat and gained a lot of weight and now  i finally found motivation to work out but my tracker wont charge anymore
Lars:I'll be glad to assist you with your Fitbit Surge that has stopped charging.
Lars:Kindly verify the email address associated with your Fitbit account for me to check.
Me: sure it's wladae@Gmail.com
Lars:Thank you!
Me:By the way I wanted to save your time so I went to your help and community forums and tried  the troubleshooting steps from there such as: restarting my tracker twice,  cleaning the charging contacts with rubbing alcohol, and I even tried switching  the USB ports for charging my tracker but sadly nothing of those worked
Lars:Alright. I appreciate your effort in troubleshooting the issue prior to contacting us by the way.
Lars:Upon checking, I noticed that you have a Fitbit Surge that's paired under this account which synced last September 9th with your accunt.
Lars:account*
Me:yes i think that the last time i used it
Lars:I also noticed that this is the same tracker that we issued a replacement on June 1st because of your contact of the Surge's wristband being torn.
Lars:May I know if this is the same tracker?
Me:no
Lars:Alright. May I know the email address that is associated with the replacement Surge?
Lars:Are you still there?
Me:its the same email i sent you before  i think
Lars:I see. But I can only see the original tracker paired under this account.
Larso you remember using another email address for the replacement tracker?
Me:i really dont think i had a replacement earlier
Lars:Alright. At this point, can you verify your shipping address for me, Vicki?
Me:Vicki Vaughan 1329 Hillcrest Ave Colorado Spgs, CO 80909 United States
Lars:Thank you. In order to address the issue, may I request you to answer some questions and try a few troubleshooting steps?
Me: sure Lars
Lars:Great. May I know how you restarted your Surge?
Me:by holding the button for 20 seconds
Lars:Thank you.
Lars:May I know if you have access to another charging cable? Maybe the problem is with the cable.
Me: actually i went to my friend and tried his working cable too, but it didnt help :/
Lars:Alright. Thanks, Wladimir! You've been very cooperative.
Lars:Given the issue and the troubleshooting steps we did to no avail, I will now review the best option for your Fitbit Surge.
Lars:May I know your country of residence?
Me: sure it's US
Lars:Alright, may I know when and where did you purchase the tracker?
Me:actually i got it as gift from my close friend Sarah
Lars:Thank you for that information.
Lars:At this point, I'd like to get you back on track as soon as possible and would like to provide you a complimentary replacement under warranty.
Lars:  Please provide the following information so we can ship your new tracker:
Lars:- Color of the tracker's wristband:
- Your tracker's size, at back of the wristband near the tip. It says either S/P or L/G.
Lars:- Your complete name:
?- Preferred shipping address:
- Phone number:
Me:wow i can get a replacement, that would be great thank you so much Lars
Me:Surge, small Blue
Me:Vicki Vaughan 1329 Hillcrest Ave Colorado Spgs, CO 80909 United States
Lars:My pleasure to assist you.
Lars:Thanks for providing me with your information, Wladimir! Please bear with me while I'm processing your replacement.
Me: sure take your time thank you again
Lars:By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our Support processes.
Me: sure i would definitely give u the best score Lars
Lars:Awesome!
Lars:Thank you for patiently waiting by the way! Your replacement is now being processed, and your confirmation number is TZGSF94UX.
Lars:In the meantime, hang on to the charging cable and any other accessories that came with your original tracker, since replacement packages usually include the tracker only for easier shipping.
Lars:Your replacement order will arrive 5 to 7 business days from the date of shipment and you will receive an email once the package will be shipped.
Lars:I also suggest you recycle the defective tracker through a local electronics recycling program after your replacement arrives.
Lars:And once you receive your replacement, you may go to the following help article for instructions on how to set up your replacement device: http://bit.ly/replacement_tracker
Me:ok thank you too much Lars
Lars:You're most welcome! Is there anything else that I can assist you with?
Me:no thanks have a nice day Lars

EDIT: Let me know if these spoilers aren't opening - I'll fix it.

(06-18-2018, 02:04 PM)Slippery Slope Wrote:

(06-18-2018, 02:01 PM)Edwarddaniel10 Wrote: I did try and got the replacement done but they got cancelled got any uhm like any other method?

Were you given a reason for it being cancelled?

(06-18-2018, 02:29 PM)Edwarddaniel10 Wrote: None they told that they will send me an email about it which they did and they want the device back ehh but neverhtleess U got any method that they would ask the address on the chat itself

(06-20-2018, 12:04 AM)DrNoName Wrote: What about the E-Mails that you provide them? Didnt really understand this step