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  1. Cez (19/5/2019, 10:27:44): Hi Marissa, My name is Cez. How can I help you?
  2. Me (19/5/2019, 10:28:05): Hello Cez, My fitbit isn't charging or turning on, help me
  3. Cez (19/5/2019, 10:28:30): I'm sorry to hear that your Fitbit is not turning on and not charging. I'll be glad to help with your concern.
  4. Cez (19/5/2019, 10:29:37): To further assist you, may I please have the email address associated with your Fitbit account?
  5. Me (19/5/2019, 10:29:47): Yes, [MYEMAIL]
  6. Cez (19/5/2019, 10:31:16): Thanks. Please give me a few minutes to pull up your account.
  7. Cez (19/5/2019, 10:33:19): Appreciate you waiting.
  8. Cez (19/5/2019, 10:34:12): Upon checking here, I can confirm that your Charge 3 synced with your iOS device 18 days ago with a 79% battery level. In order to address the issue, may I request you to answer some questions and try out a few troubleshooting steps?
  9. Me (19/5/2019, 10:34:33): Okay
  10. Me (19/5/2019, 10:34:49): Yes, help me
  11. Cez (19/5/2019, 10:36:17): Let's get started. Just to confirm, may I ask if you have your Charge 3 tracker and charging cable nearby?
  12. Me (19/5/2019, 10:36:42): Yes, i have
  13. Cez (19/5/2019, 10:37:48): Awesome. May I ask if you have tried to clean the charging contact on the tracker and the charging pin on the charging cable?
  14. Me (19/5/2019, 10:38:32): yes, it was the first thing I did
  15. Cez (19/5/2019, 10:40:24): I appreciate your effort in troubleshooting the issue prior to contacting us. Just to confirm, may I ask what you used to clean the charging contact of the tracker and the charging pins of the charging cable?
  16. Me (19/5/2019, 10:41:35): i used a tooth pick and and cleaned the contacts as carefully
  17. Cez (19/5/2019, 10:42:45): I see. Please use a toothbrush with rubbing alcohol to clean the charging contacts of the Charge 3 tracker.
  18. Cez (19/5/2019, 10:42:57): Dry with a cloth or tissue before charging. Make sure not to scrape the contacts with anything metal, since metal can damage the plating and cause corrosion.
  19. Me (19/5/2019, 10:43:16): Ok I’ll try this now
  20. Cez (19/5/2019, 10:43:21): Also, please clean the pins of the charging cable carefully with a cotton swab and rubbing alcohol. Make sure that no pieces of the swab are left behind.
  21. Cez (19/5/2019, 10:43:33): Thanks. I'll check back with you every few minutes.
  22. Cez (19/5/2019, 10:43:50): If we get disconnected, I'll send a follow up email before the day is over.
  23. Me (19/5/2019, 10:46:37): ok, i tried but nothing
  24. Cez (19/5/2019, 10:47:20): I see. Just to confirm, may I ask if the computer remained on and not in hibernation when charging your tracker prior to contacting us?
  25. Me (19/5/2019, 10:48:31): has always remained on
  26. Cez (19/5/2019, 10:49:13): Thanks for confirming. Have you tried to use a different USB port or UL/CE certified wall charger to charge your tracker??
  27. Me (19/5/2019, 10:49:48): Not yet, I try
  28. Cez (19/5/2019, 10:50:22): Okay. While you try a different USB port or wall charger, please restart the Charge 3 tracker.
  29. Cez (19/5/2019, 10:51:22): To restart the Charge 3 tracker, while the tracker is plugged in to charge, press and hold the button for 8 seconds before letting go. When you see a smile icon and the tracker vibrates, the tracker restarted.
  30. Me (19/5/2019, 10:53:06): Ok I tried and it still isn't charginf or turning on
  31. Me (19/5/2019, 10:53:22): charging*
  32. Cez (19/5/2019, 10:54:12): Alright. May I please ask if you have tried to make sure that your Charge 3 is clamped securely onto the charging cable?
  33. Me (19/5/2019, 10:54:47): yes, I'm sure
  34. Cez (19/5/2019, 10:56:09): Thanks for checking. May I ask if you recently got your Charge 3 wet before trying to charge it?
  35. Me (19/5/2019, 10:57:01): mh, no never
  36. Cez (19/5/2019, 10:58:16): I see. Do you have access to a different Charge 3 charging cable to try and charge your Charge 3 tracker?
  37. Me (19/5/2019, 10:59:44): I already tried with spare charging cable, but nothing
  38. Cez (19/5/2019, 11:01:48): Thanks for trying a different charging cable. Let's try to do a long restart for your Charge 3 tracker.
  39. Cez (19/5/2019, 11:02:25): While the device is plugged into the charging cable, press and hold the button down for 15 seconds.
  40. Cez (19/5/2019, 11:02:37): The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration.
  41. Cez (19/5/2019, 11:02:47): The device turns off. The device turns on and shows a progress bar and short vibrations occur.
  42. Cez (19/5/2019, 11:02:53): The progress bar completes. Note, a total of 7 short vibrations occur.
  43. Cez (19/5/2019, 11:02:57): Remove the device from the charging cable. The device shuts down.
  44. Cez (19/5/2019, 11:03:05): Important, plug the device into the charging cable again.
  45. Me (19/5/2019, 11:03:22): Ok I’ll try this now
  46. Cez (19/5/2019, 11:04:29): Thanks.
  47. Me (19/5/2019, 11:05:27): ok i tried, but no response
  48. Cez (19/5/2019, 11:07:18): I see. Thanks for taking the time to troubleshoot this issue with me.
  49. Cez (19/5/2019, 11:07:29): I'm sorry that we could not get your Charge 3 to turn on and start charging.
  50. Cez (19/5/2019, 11:08:52): Given the situation, I would like to move forward in determining your product's warranty status and provide the best option for you. In order to do so, I require further information.
  51. Me (19/5/2019, 11:09:20): Ok Cez
  52. Cez (19/5/2019, 11:11:43): Just to confirm, may I ask what is your country of residence?
  53. Me (19/5/2019, 11:12:10): currently im visiting Italy
  54. Cez (19/5/2019, 11:13:26): Thanks. May I ask when you purchased the Charge 3 tracker?
  55. Me (19/5/2019, 11:13:56): I received the charge 3 as a present off my uncle in United Kingdom
  56. Cez (19/5/2019, 11:14:59): Thanks for letting me know that the tracker was a gift from your uncle. That was a very nice gift to have received.
  57. Me (19/5/2019, 11:15:46): Thank you, it's really a nice product
  58. Cez (19/5/2019, 11:17:28): We’re happy to provide a replacement for defective devices covered by our warranty. Before we can send the replacement, we need you to return the device to us.
  59. Cez (19/5/2019, 11:17:44): Please keep all removable bands and frames. Return only the device and charging cable.
  60. Me (19/5/2019, 11:17:53): Ok
  61. Cez (19/5/2019, 11:18:00): We'll provide you with a prepaid shipping label. After we receive your package, we'll send your replacement within 5 business days.
  62. Cez (19/5/2019, 11:18:23): IMPORTANT: Place a note in your package stating: 
  63.  
  64. - Your name:
  65. - Case #: 30382545
  66. Cez (19/5/2019, 11:18:37): Please note that Fitbit isn’t responsible for lost-in-transit packages that were shipped without a tracking number.
  67. Cez (19/5/2019, 11:19:04): Please provide the following for the prepaid return label:
  68. - Full name:
  69. - Street address (line 1):
  70. - City (do not include county):
  71. - Postal Code:
  72. - Phone number or Mobile number (for shipping purposes):
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