Inspire 3 warranty replacement

[WriteLHD]

I still have not received my warranty replacement fitbit Inspire3 after having this replacement approved, allegedly, by fitbit, in October. 

Fitbit originally sent me a mailing label in October to send in my defective fitbit.  I will admit I was traveling at the time for work so it took me about 3 weeks to get to a printer and post office to mail it back in.  But once I did, I never heard anything back, so I called in December.  I was told that they had procesed it and it was fine, and clicked on some links to register my warranty again.  I then got a conformation email--telling me to mail in my old fitbit first.  But I had already done that!  So I called back several times in late December/early January to verify that yes, they understood that I had already sent my old one in and the warranty had  been approved and sent over to google and I should recieve it soon.

Janaury ended and still nothing.  Now when I contact Fitbit they tell me to contact google.  But the only place to contact google is a useless chat page where the person usually asks for an RMA.  But fitbit never gave me an RMA, and the case #s they were using don't seem to be recognized by google, and as a result nobody from google can tell me anything.  I have checked in once a week now sinc January and they keep saying they will "look into it and get back to me" but no one does.  When I ask fitbit for help, they just tell me it's in google's hands.  But when I ask google for help, they tell me they can't help me without an RMA number and will  have to check back in with fitbit and then I never hear back.

Also, I can't use the tool taht google set up to track status of replacement orders by RMA becauase a) none of the case #s that fitbit used for me seem to be a valid RMA that google recognizes, and b) that google tool only lets me use a gmail address to look it up, and my fitbit account uses my work address because it's tied to a work wellness program--a program I am missing out on every month I don't have my replacement fitbit. 

At this point I am so frustrated I just want to give up.  Has anybody else has issues with the handoff between fitbit and google like this?  Can someone from fitbit please respond to this and either a) finally help me get my warranty replacement actually shipped to me, or b) help me please get a refund for my original, I am tired of waiting. 

Moderator Edit: Clarified subject. 

[Julia_G]

Hi, @WriteLHD I have flagged your post for moderator attention and hopefully someone will be along soon to look into this for you.  Good luck and let us know how it goes!

[AndreaFitbit]

Welcome to the Fitbit Community, @WriteLHD. I'm sorry to hear about your experience with your Inspire 3 replacement. 

I understand how frustrating this could be and updated your case. You should receive a reply regarding your replacement soon.

Thank you for your assistance and the heads up @Julia_G. 

[WriteLHD]

To update this thread, I did finally get my Fitbit a few days ago.  I got an email response to an email I had sent several weeks ago saying they had authorized a new replacement.  I was told to expect 5-7 business days before I got a notification from Google about when it would ship, but then the next day an overnighted package appeared on my doorstep that was the replacement, so clearly somebody at Fitbit or Google rushed the issue. Thanks! I'm glad I have the replacement. 

[AndreaFitbit]

Thanks for getting back to us @WriteLHD. I'm glad to hear that you're back on track. 

If you have time, check out our Health & Wellness board where you can make new friends, create your own topics and find tips, as well as encouragement from other members.

Happy stepping!