Ask HN: Did Fitbit eliminate their support?

I've dealt with Fitbit support multiple times over the years for various devices and they used to be fairly responsive and helpful, always responding within a week.

However, nearly two months ago my partner reached out about her 8-month-old dead device and it took nearly three weeks for a response with some generic troubleshooting advice that's easily found online. After confirming that the steps don't work (again), I was asked for details on the purchase. It's been nearly a month now since last contact despite reaching out multiple times asking for any updates on next steps.

The recent acquisition has me concerned that Fitbit's adopted the Google model for customer support. Has anyone else experienced this lately?