Thanks for sharing. I'm actually in the US, and a support person said I needed to email pcops-blr-sanctions-team-leads [at] google.com and tell them that I haven't gotten an update on my order number. It just bounces, so they said they would create a case for me (why they had me e-mail this address in the first place is beyond me).
Support also tried to tell me that Fitbit Premium and warranty coverage starts on the 10th when I pre-ordered, yet it's October 18th and no device in possession, nor do I know if or when I'll get it. But, I need to not worry, as I can use Premium on my phone. Yet without the perks of having a, wait for it... actual device. It's still waiting for the logistics company in IL to give to it USPS to ship.
Totally unacceptable, and awful support IMO. Sounds like we're definitely not alone on this one based on the forums, both in the US and UK. Hope the refund works for you, I'll try the charge-back in a couple days if no one reaches out to me soon.
