Haven't received the replacement

[SunsetRunner]

Has anyone had a similar problem...

I Purchased a brand new Fitbit ionic on 28/12/2018. After 2 weeks it developed faults. The touchscreen wouldn’t work & the the battery would only hold its charge for around 12 hours.

I contacted Fitbit & they said I wasn’t entitled to a replacement as they’d replaced it on 21/01/19. They haven’t! 

Moderator edit: Updated subject for clarity 

[SunsetRunner · Accepted solution]

I am currently waiting for someone from a ‘higher department’ to get back to me.

I am really concerned that their records show I’ve had a replacement when I didn’t even contact them about the fault until 01/02/2019! 

Anyone else had the same issue and was it resolved?? 

[SunsetRunner]

Not resolved by the way!

[N8teGee]

Hi @SunsetRunner, welcome to the community.

Has your account been compromised in any way? As a precaution I would suggest you change your password.

As you are already in contact with a member of customer support, that will be the best course of action. This is predominantly a user based forum, so customer support are definitely in the best position to help you in this case.

I hope you get a quick resolution. 

[SunsetRunner]

I am just curious whether it is brand new Fitbit but it was sent as a replacement. Some people here they said they would sell the replacement. I am wondering whether the replacement device is shown somehow as such in the Fitbit database so it may prevent unlucky buyer, who may not even know that, from exercising his warranty.

[SunsetRunner]

Thank you.

I am now concerned that my account has been compromised so I will be changing my password.

I will post any updates on what Fitbit say.

Update: Yes I am concerned too.I will get to the bottom of this and post Any information as it develops

[SilviaFitbit]

A warm welcome to the Community @SunsetRunner! Thanks for the details that you've mentioned regarding the situation that you're experiencing. 

I've double check your case with our Support team and they've confirmed that your case has been escalated to a higher level of Support. They will reply to you soon. Your patience while they continue to work on your case is appreciated. 

Thank you for your assistance @N8teGee and @SunsetRunner. 

I'll be around if you need further assistance.