Charge 3 replacement hasn't shipped

[Gizmofire]

After developing the black line bug, my 6 month old charge 3's screen died on June 21st.

I spoke with support who troubleshooted with me to no avail, they deemed the unit defective and offered to replace it under warranty or give me a discount if I wished to upgrade.

I opted for the replacement. 

Support were lovely, cannot fault them at all, and I'm grateful to Mary who I dealt with. 

Order was placed 22nd June.

I am yet to receive a dispatch notice, some issue with logistics? It's been almost 2 weeks now.. Is anyone else waiting for their replacement to ship?  My warranty won't be restarted so effectively, my warranty is ticking while I don't have a working unit or any idea when it will ship.

Is everyone else who has had issues since June 22nd having this same issue? Im seeing people talk about getting their replacements and wondering what on earth is going on with mine.. Truth be told I'm getting a little frustrated at this point. It's all well and good that my delivery has been upgraded to expidited delivery, but so long as it hasn't shipped that's really not much use to me. At present I just have a rather pricey heart rate monitor / pedometer on my arm.

Moderator edit: updated subject for clarity

[MarreFitbit]

Hello @Gizmofire, thanks for stopping by! I am sorry to hear that you are going through this situation. Thank you for the thorough feedback for the Fitbit environment, customer service and devices. 

I've seen that you received an email from our Support Team on Monday 07/01 in regards to the question about the delay of your replacement. Please feel free to reply back to your case so they can keep you updated about the status of your device. 

Additionally to this, I'd like to add that the warranty in most of the regions is only for 365 days. (In Europe due to the law, is extended for 2 years). This means that your tracker will be covered for a full year and during this period of time you can receive any replacement in case of a defect. But this warranty does not apply to that new tracker extending the time. The period of warranty would be only applicable on your original purchase until the 365 days have expired.

Also, if you received a replacement within the warranty (365 days) it does not mean it won't be valid after this. So, if your tracker fails again and your tracker is still between the time of the original warranty, you might be eligible for a replacement based on the resolution of our Support Team, this applies until the stipulated time of the warranty had expired.

[Gizmofire]

Hi Marre. 

If the item is under warranty and has a manufacturing flaw than it must be replaced or refunded by law, so your comments about "might be entitled" has me a little confused.

I'm in Ireland, so my warranty is two years, and the statute on me taking action is 6 years.

My issue is that as long as I am sitting here with a faulty unit waiting for a replacement to even leave the warehouse, that warranty is ticking away. I have no estimate for when I can expect dispatch, and as far as I am concerned, word salad is not a valid reason. 

Will it be weeks? Months? Will I be waiting until the end of my warranty for dispatch? I don't know. As you can imagine it is quite frustrating. 

(also, this window is unwieldy to type into if the post extends past a certain point, as it keeps jumping back up to the top if I try to correct a spelling error). 

I can't fault the staff that I have dealt with, so I have no beef with you guys, but whatever is going on in HQ is leaving a nasty taste. Do we even have an estimate for resolution to the issue? 

[Gizmofire]

Three weeks tomorrow.

Still no resolution. Still no estimated date for dispatch. Still no explanation beyond "logistics issues".

The matter is far from solved. Could you perhaps direct me to where I may make a formal complaint? 

[Pinkfish]

How long it it end up taking, Gizmo? 

I could have written your OP word for word. Black line bug, waiting for 2 weeks now, no shipping into, order is still processing. I have been in contact with chat support 3 times now and still no resolution. I am going crazy without a device.