Feedback about my experience with replacement process

[Balzonja]

I bought a Inspire HR. That started melting the chargers, so I contacted support. They told me that it would take 5 Business days to do the replacement.... That was 20 days ago. The whole time they only emailed me the packing slip. So I did not know to not send them my strap as well, so yeah guess who had to buy a new strap. Not only that but the new straps I bought a week after I sent mine back came in before I they even "processed" my return. So they tried to blame Fed Ex. Who for some reason thought that it should go in and out of California twice before going to its final destination in California. But you know that they are contractors for FitBit. Meaning that they are just doing what FitBit has payed them or told them to do. So for some reason FitBit wants Fed ex to take over 11 days to ship. It was day 9 before I even got the shipping tracking, and again I had to contact support to get it... Because they never emailed me..

Fast forward to today. I contact them because you know it has been twenty days on this five business day replacement for a defective product that MELTS chargers... You know like could start fires... So they tell me Ohh yeah we got it... So I look at my emails and I am like, ok so still no email letting me know that I should contact them or anything. I must add that they "Escalated" my ticket. By this they mean that this person annoys us and we will make this process as horrid as possible for them. You know by not contacting you when and how they said they would, telling them to "keep checking your emails" when they knew and well that I was not getting any from them... Because they were not sending them.. So that brings us to today.

I had to contact them, big surprise, they tell me ohh yeah we got it now we would like to make you an offer... Offer, you are replacing a defective product one that could have started a fire( Takes a lot of heat to melt plastic)... So I fill out the form that says I just want what I bought that is not defective and not melting the charger. This was by the way sent to me by email. Showed right up... So I know they have my email, just they did not want to email me like they said they would... So I filled out the form, and got the response email that said they " We’ll send you an update shortly." That was four hours ago.... So I guess another 20 days until I get a tracking number, then another 11 days for them to ship it back to me... That is a lot more than "5 Business Days"

They will make the return or replacement one of the worst consumer serves experiences in your life. I regret I ever bought one, or was pulled into this Kafkaesque return policy. Give your money to people who will not sell you a defective product then try and get you to spend more money with them after they have given you a month long runaround.

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[RicardoFitbit · Accepted solution]

Hi @Balzonja, welcome to the Community Forums. 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I’d suggest you contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.

[Balzonja]

Oh yeah the replacement you all sent me don't work.. Sooo yeah way to go! 

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