Replacement for Fitbit under warranty

[Lizvaughan]

Hi , I am having my charge 2 replaced. They want me to send my damaged one  before they will send my replacement, within 5 working days. Is this the usual procedure?

[SunsetRunner]

Hi @Lizvaughan - Yes, this is normal procedure. I’ve been thru this process myself. If you are concerned about missing steps, you may want to look into Fitbit’s Mobile Track which allows you to tracks steps and more using the Fitbit app without an attached device. 

[Lizvaughan]

Ah thanks for that I will give it a try

[Lizvaughan]

Anyone know if Fitbit customer services read these comments

[Odyssey13]

Hi @Lizvaughan  the forums are seen by moderators (Fitbit employees) but not necessarily by customer support. Your post was merged into this thread which you began yesterday and to keep your posts in one place for better responses. Was there something in particular you needed?

[Lizvaughan]

I have a Charge 2, which has developed a crack on the screen. Never been
dropped or knocked. A replacement has been agreed but they want me to
return my damaged Fitbit first. This would leave me without for a minimum
of 7 days. I have offered to return as soon as I receive the replacement.
Or collect and exchange at a delivery point. This has been declined.
However, I raised the issue on Facebook and find that other users have not
had to return their devices and informed to recycle or destroy. Sorry it's
a lengthy explanation, but this is where I am at.

[Odyssey13]

@Lizvaughan  did you consider the advice @SunsetRunner  gave on away to keep track of those steps while you wait on the replacement? It's not perfect, but it would be a way to continue logging your steps. I've notified a moderator about your post and they should be by to address this issue with you.

[Lizvaughan]

Thankyou for that. I have received an email confirming that they will send
a replacement when I can provide proof that I have sent my device back. I
consider this to be a reasonable compromise, so I think I will proceed on
this basis. Thankyou so much for your help with this.

[JuanFitbit]

Hi @Odyssey13 @SunsetRunner , nice to see you both around. Thank you for sharing your insights and experiences, as well for the advises provided. 

@Lizvaughan , a warm welcome to Community! Thank you for you comments.   As our friend  @SunsetRunner  mentioned, returning a device before receiving the replacement is a normal procedure from our Support Team. Even if our Support Team does not read your comments here in the Community, we (Moderators) always share with them the feedback from the Community members. This help us improve our services, to help you all in the best way possible. 

The advice from Carol-B to use MobileTrack while waiting for your replacement is very accurate if you want to track your daily steps. Another option, if you want to track a run, hike or walk with GPS data, you can use MobileRun in your Fitbit App. These options are also available if you have a Fitbit device, but you didn't take it with you . 

I also recommend to uninstall MobilTrack after you receive your replacement, in order to avoid overlapping information from your Fitbit device and MobileTrack. 

Please let me know if you have further questions. 

[Lizvaughan]

Thanks for that, I think the Fitbit mobile track is not compatible with my
phone. I have downloaded a Pacer to ride me over. I have returned my
damaged pebble and emailed postal receipt, so fingers crossed.!!!

[Odyssey13]

@Lizvaughan  if I cross my fingers, I can't type! I'll just keep good thoughts and hope it all turns out well for you. Let us know!

[Lizvaughan]

I posted my damaged device around 9.30 am. I emailed a copy of the postal
receipt. I have sent a further two emails, requesting confirmation, so far
I have had no response. Crossing fingers, obviously not worked.

[JuanFitbit]

Hi @Odyssey13 , nice to see you around! I also found a bit complicated to type while crossing the fingers. 

Hi @Lizvaughan , thank you for your posts and updates. I verified your case with our Support Team. I was told that they received your emails and wrote you back. Could you confirmed if you received the mail from Support? If not I'll make sure, that they contact you again. 

Please keep me posted.