Returned my Fitbit Ionic, no reply from CS in 4 weeks

[Nenkaman]

I purchased a New Ionic, it needed charging after 3/4 days, it wouldn’t charge, I contacted support, I returned as requested, that agreed it was defective, and offered a replacement, they didn’t have exactly the same colour, but I required it quite urgently, so I I accepted and awaited arrival, now nearly 4 weeks have passed, no one will help, the just say we have escalated it to top priority, it’s been top priority for 2 weeks, I have tried chat/calling/email and Twitter, what do I do now?

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Nenkaman  if it's been escalated, that means someone will be getting with you. I've asked a moderator to stop by to see if they can assist. 

[Nenkaman]

Thank you, but I don’t hold out much hope now, every day I have been in touch over the last 2 weeks they have told me “it’s been elevated” and someone will be in touch, nobody does though. 

[Odyssey13]

So four weeks ago you returned your device to Fitbit and you've heard nothing. Did you know if it arrived safely to the warehouse? From what I see on the forums, in the USA at least, the shipping to the warehouse seems to take a long time due to USPS problems. The Fitbit moderators are really good at responding. You have your case number?

[Nenkaman]

Yes to all, it arrived, was checked, told it was defictive and would send replacement, that was nearly 3 weeks ago, nothing has arrived, no real person to talk to, really is frustrating, as need it for my holiday,

Ian

[SilviaFitbit]

@Odyssey13 Thank you for the assistance and suggestions shared. 

@Nenkaman Hi there. Thanks for the detailed information shared. 

I see where your frustration is coming from. I was able to see that your case has been escalated to the correct department, they are the ones in charge to provide a follow up. Due to the high volume contacts, there might be a delay on their behalf, your patience and understanding is appreciated while this is sorted out. 

See you around. 

[Nenkaman]

I do have patience, as explained before, I purchased a Fitbit Ionic in plenty of time (5 weeks) before my walking/climbing in Canada break, but due to it not charging after only 4 days of ownership, I went through the correct procedures until, they said, “ Yes it’s faulty, we will send a replacement” this took about 8/9 days, and since then absolutely nothing, it’s not my fault at all, this length of time to replace a faulty item is abysmal. They should take a leaf out of Amazon’s book

Sent from my iPhone

[Nenkaman]

What else can I do ??

[Odyssey13]

@Nenkaman  since your case was escalated, you need to wait for that Fitbit person to contact you. @SilviaFitbit posted that above and that is all that can be done for you on these forums. The Fitbit customer support has to get back with you. 

[Nenkaman]

Yes, that’s fine, and I understand, but is 3 weeks normal in these circumstances?

Sent from my iPhone

[Odyssey13]

To be honest @Nenkaman , each case is individual. Depends on where you live, how well the shipper is doing and how much time it takes to get your device checked into the Fitbit warehouse when it arrives. 

[Nenkaman]

Not sure if you read my statement, I have been waiting over 3 weeks since they told me they were sending it, after all checks completed

Sent from my iPhone

[Odyssey13]

Sorry, @Nenkaman . since your case was escalated, you need to wait for that Fitbit person to contact you. @SilviaFitbit posted that above and that is all that can be done for you on these forums. The Fitbit customer support has to get back with you. I don't know if it's normal or not as each case is individual.

[Nenkaman]

Well I have waited a further 22 days, and no one has reached out to help me, what do you suggest now? 

[Nenkaman]

My patience is normally quite good but I still have had no contact for a further 23 days

[SilviaFitbit]

@Nenkaman Thank you for sharing updates on your case. 

I apologize for the long wait. Your case has been redirected to the appropriate department and someone will get back to you today, thank you for your patience. 

Have a nice day.