Manuel (11/3/2016, 1:37:26 PM): Hi Ed, my name is Manuel. How can I help you?

Me (11/3/2016, 1:38:25 PM): Hello, my Fitbit Charge HR's screen isn't working. I
've tried almost all troubleshooting techniques like restarting the fitbit with
and without the charger, I cleaned the charging sockets with a toothpick & used
a different plug socket, but it still doesn't work.
Manuel (11/3/2016, 1:38:49 PM): I'm sorry to hear about the display issue of you
r Fitbit Charge HR, I know its a bit frustrating but let me go ahead and assist
you with this.
Manuel (11/3/2016, 1:38:54 PM): I appreciate you doing some troubleshooting step
s prior to contacting us.
Manuel (11/3/2016, 1:38:58 PM): To fully assist you, may I know the email addres
s currently associated to your Fitbit account?
Me (11/3/2016, 1:39:52 PM):
gesmh@comcast.net
Manuel (11/3/2016, 1:39:59 PM): Excellent. How was your day so far?
Me (11/3/2016, 1:40:31 PM): Fine I guess was hoping to get this problem fixed :P
Manuel (11/3/2016, 1:40:46 PM): Thank you for sharing your feedback which we dee
ply appreciate and we value your opinion as an opportunity to learn and improve.
Manuel (11/3/2016, 1:41:23 PM): Upon checking the system, I have verified that t
he last sync time was last August 26 of this year.
Manuel (11/3/2016, 1:41:32 PM): Given the situation, is it okay if I recommend s
ome troubleshooting steps?
Me (11/3/2016, 1:41:37 PM): Yes please.
Manuel (11/3/2016, 1:42:51 PM): Since you did some steps as mentioned earlier, j
ust tell me if it was performed or not.
Manuel (11/3/2016, 1:43:13 PM): Did you clean your tracker's contacts carefully
by using a toothpick or toothbrush?
Me (11/3/2016, 1:43:26 PM): Indeed
Manuel (11/3/2016, 1:44:26 PM): Excellent.
Manuel (11/3/2016, 1:44:53 PM): When charging,please make sure that your compute
r is on and not in hibernation or sleep mode.
Me (11/3/2016, 1:45:43 PM): I always do.
Manuel (11/3/2016, 1:46:29 PM): Awesome.
Manuel (11/3/2016, 1:46:35 PM): Can you please check if the charging cable is pl
ugged into a working USB port. Also, check if the end of the charging cable is p
lugged securely to the tracker.
Me (11/3/2016, 1:47:20 PM): Yes done that it still doesn't work.
Manuel (11/3/2016, 1:47:35 PM): Thanks for letting me know that.
Manuel (11/3/2016, 1:48:53 PM): Can you also check the alignment and try reconne
cting your tracker to the charging cable?
Me (11/3/2016, 1:49:23 PM): doing that now.
Manuel (11/3/2016, 1:49:56 PM): Ok, thanks.
Me (11/3/2016, 1:51:26 PM): Screen still doesn't work
Manuel (11/3/2016, 1:51:46 PM): Alright.
Manuel (11/3/2016, 1:52:45 PM): If available, have you tried using a different c
harging cable?
Me (11/3/2016, 1:53:11 PM): I have tried another one, had my hopes up but still
didn't work.
Manuel (11/3/2016, 1:53:20 PM): I see.
Manuel (11/3/2016, 1:55:03 PM): Thank you for all the information that I gathere
d.
Manuel (11/3/2016, 1:55:22 PM): Since I am reviewing the behavior of your Charge
HR real time. I want to see it's actual response.
Manuel (11/3/2016, 1:55:31 PM): May you please perform a restart.
Manuel (11/3/2016, 1:55:38 PM): Please plug your charging cable into the USB por
t and insert the other end into the port on the back of your Charge HR. Then, pr
ess and hold the button for 10 to 12 seconds until you see the Fitbit icon and a
version number, then let go of the button.
Me (11/3/2016, 1:57:34 PM): alright did it, nothing happens does anything show u

p for you?
Manuel (11/3/2016, 1:57:57 PM): Did you feel that the Charge HR vibrate?
Me (11/3/2016, 1:59:15 PM): no I didn't
Manuel (11/3/2016, 1:59:39 PM): I appreciate all your efforts, Ed.
Manuel (11/3/2016, 2:00:37 PM): At this point, it appears that you may have a de
fective Charge HR and I do apologize for the inconvenience.
Manuel (11/3/2016, 2:00:41 PM): Given the situation, I'm happy to move forward i
n determining your eligibility for replacement under warranty.
Manuel (11/3/2016, 2:02:49 PM): To get started, may I know your country of resid
ence?
Me (11/3/2016, 2:03:34 PM): US.
Manuel (11/3/2016, 2:04:01 PM): Great! Can you recall when and where did you pur
chase your Charge HR?
Me (11/3/2016, 2:04:39 PM): I do not remember sorry.
Manuel (11/3/2016, 2:05:20 PM): May you please try to check the receipt, as we n
eed the retailer's name for documentation.
Me (11/3/2016, 2:06:23 PM): I'll go look for it hopefully I find it somewhere.
Manuel (11/3/2016, 2:06:55 PM): Ok, I will be waiting.
Me (11/3/2016, 2:08:35 PM): I cannot find it
Manuel (11/3/2016, 2:09:01 PM): Was it an online transaction?
Me (11/3/2016, 2:10:07 PM): Yes it was.
Manuel (11/3/2016, 2:10:23 PM): I see.
Manuel (11/3/2016, 2:11:50 PM): No worries, I will make an exemption for that, f
or less hassle on your end.
Manuel (11/3/2016, 2:11:56 PM): Alright. Thank you for providing all the request
ed information.
Manuel (11/3/2016, 2:15:51 PM): Please give me another minute to review your war
ranty status.
Manuel (11/3/2016, 2:17:06 PM): Thanks for patiently waiting.
Manuel (11/3/2016, 2:17:33 PM): I have a good news that can make your day more b
righter, Ed.
Manuel (11/3/2016, 2:18:59 PM): Are you still there, Ed?
Me (11/3/2016, 2:19:25 PM): yes I am
Manuel (11/3/2016, 2:19:41 PM): Oh great, I though I lost you.
Manuel (11/3/2016, 2:20:01 PM): I can now confirm that your Charge HR is covered
in our warranty replacement policy. With this, I'll be glad to process your co
mplimentary replacement.
Manuel (11/3/2016, 2:20:26 PM): With that, Id like to get you back on track as so
on as possible and would like to provide you with one of the following options:
Me (11/3/2016, 2:20:33 PM): Oh those news are extremely great.
Manuel (11/3/2016, 2:20:52 PM): You are welcome.
Manuel (11/3/2016, 2:21:33 PM): First, a 30% discount offer on the a new Fitbit
tracker from the Fitbit.com store, including our 4 newest products, Flex 2, Alta
, Charge 2, and Blaze or second, a complimentary Charge HR replacement.
Manuel (11/3/2016, 2:21:37 PM): May I know which replacement option do you prefe
r?
Me (11/3/2016, 2:22:29 PM): I would like a replacement
Manuel (11/3/2016, 2:23:15 PM): Great.
Me (11/3/2016, 2:23:17 PM): My original charger was black large
Manuel (11/3/2016, 2:23:59 PM): For me to start on your replacement, please prov
ide me your full name, shipping address and your phone number.
Me (11/3/2016, 2:24:31 PM): I m on holidays right now in Romania so I ll have tw
o names for the package for where I m staying at.
Me (11/3/2016, 2:24:50 PM): Ed Smith / Mihai Daniel - Strada Parvan Vasile nr. 4
Barlad 731003 Romania
Manuel (11/3/2016, 2:25:39 PM): Which of the two named would you prefer?
Me (11/3/2016, 2:25:54 PM): my phone number is 319-248-8547
Me (11/3/2016, 2:25:59 PM): I would rather they both be on it
Me (11/3/2016, 2:26:24 PM): but only Mihai Daniel would be ok since I m staying
at his house.

Manuel (11/3/2016, 2:26:47 PM): Got it.

Manuel (11/3/2016, 2:27:01 PM): Thanks for providing me with your information. P
lease bear with me while I m preparing the replacement forms.
Manuel (11/3/2016, 2:32:45 PM): May I know the country of residence where we wil
l ship the item?
Me (11/3/2016, 2:33:03 PM): Romania
Me (11/3/2016, 2:33:26 PM): are you going to send with post or use a shipping ca
rrier?
Manuel (11/3/2016, 2:35:10 PM): Hold on, Ed.
Manuel (11/3/2016, 2:37:01 PM): Thanks for patiently waiting.
Manuel (11/3/2016, 2:37:31 PM): We do not know the exact courier but we will def
initely send it to Romania.
Me (11/3/2016, 2:38:29 PM): alright
Manuel (11/3/2016, 2:39:25 PM): While I am processing your replacement, please t
ake note of the following.
Manuel (11/3/2016, 2:39:28 PM): First, youll receive another email from fitbit.co
m with a link to your order status.
Manuel (11/3/2016, 2:39:42 PM): Your order should arrive within 4 to 5 business
days from the date of shipment and please note that business days excludes weeke
nds.
Manuel (11/3/2016, 2:39:46 PM): Next, when you receive your replacement, kindly
visit http://bit.ly/replacement_tracker for instructions on setting up your repl
acement tracker.
Manuel (11/3/2016, 2:39:48 PM): In the meantime, hang on to the charging cable a
nd any other accessories that came with your original tracker, since replacement
packages most often consist of the tracker only.
Manuel (11/3/2016, 2:39:59 PM): Just bring the defective tracker to any local el
ectronic store for recycling purposes when your Fitbit package arrives.
Manuel (11/3/2016, 2:40:03 PM): Done with the replacement process. Ready for the
confirmation number?
Me (11/3/2016, 2:40:54 PM): Yes I am
Manuel (11/3/2016, 2:40:57 PM): Sure! Your replacement Charge HR is now being pr
ocessed and your confirmation number is K6QMGKLHR.
Manuel (11/3/2016, 2:41:01 PM): Would there be anything else?
Me (11/3/2016, 2:41:36 PM): Thanks for your help mate, just wondering will you s
end it with post or a shipping carrier?
Manuel (11/3/2016, 2:41:51 PM): Shipping carrier.
Manuel (11/3/2016, 2:42:04 PM): It will be sent to the address you gave me earli
er.
Me (11/3/2016, 2:43:15 PM): Alright! Thank you!!!
Manuel (11/3/2016, 2:43:27 PM): You are welcome.