Trying to return my Inspire 3

[ognik]

Not a very Inspiring story:
I bought an Inspire 3, wore it every night for > 5 weeks, but it just didn't work for sleep.   Maybe 3 nights it recorded very short periods of sleep.  Pulse rate was inaccurate some of the time as well, mostly when I neared peak zone, which is when I need the info the most! 

Fitbit service was not very helpful, basically 'have you read this article' at the 'is it switched on' level of help.
So, I decided to return it.  Fitbit sent an email asking me to drop it off way too far away from where I live or work, so I replied, asking for a courier pickup, even offering to pay that if they wouldn't.

However, they simply stopped replying.  I then posted on Facebook - Fitbit had the cheek to say they had replied - but actually referred to the original email from fitbit, ignoring the 2 emails I was talking about.  When I (still politely) pointed that out, they stopped replying on facebook as well.

So, if you're thinking of getting an Inspire ....

[JuanFitbit]

@ognik , A warm welcome to the Community! Thank you for your message and feedback. 

I appreciate your feedback and your comments regarding the process to return your Inspire 3. I updated your case with Support. 
My apologies, this is not the experience that we want for the users to have. 

By any chance, could you call DHL, and organize with them if they can pick up the package at your location?
I found their contact info: https://mydhl.express.dhl/nz/en/help-and-support.html

[ognik]

Yes thanks, that seems my only alternative, although not as simple as it sounds.  Whereas Fitbit have an account with DHL, I do not - so I will have to go through a whole lot of admin - and can only hope that DHL will be more accommodating when I ask them to make changes to a delivery that effectively belongs to someone else.

[JuanFitbit]

@ognik , Thank you for  your reply.  I do get your situation. And appreciate  all your efforts. 
I think that by mentioning that you have a return label, the DHL should not make that much trouble. 

[ognik]

Unfortunately for me, it didn't work that way.  Wasted quite a bit of time before I finally got an email from fitbit with a link to arrange a pickup.  However, despite my providing the waybill number to DHL, the link they provided ignored that and wanted me to pay for the whole journey.  So, I have to waste more time.

@Fitbit - it's not my fault the device is faulty, so it should not be such a hassle to return it.  Fitbit is the first company I have encountered, that don't arrange an end-to-end pickup for returns.  Fitbit could just contact DHL - the agent that fitbit chose after all and they have an account to make things easier  - and arrange a pickup.  What I'm experiencing is just poor post-sales service.