How do I get support for Inspire 2 lost package?

[Denbow]

I purchased a new Insipre fit bit on October 16th from Amazon, when received kept saying needs updating and would not connect to my phone or internet to update.  Contacted support gave me a mailing label to send in.  Package received on October 27th.   No contact from Fitbit for 10 days so I emailed inquiring on update, said it had not be found but confirmed my mailing address and type and color, I assumed to mail new one.  Heard nothing for few days then then asked for same information again.  Then asked for receipt and the original box.  Told them I shipped the original box to them and provided receipt.    They then said since it wasn't registered it was not a valid warranty claim and since I didn't have the original box to provide the serial number it couldn't be resolved but to be nice they would provide a 35% discount to purchase a new one.   They also said the box didn't contain the watch.  Since they paid for the shipping and since they have my original fitbit, I cannot return it and I cannot make a claim to fedex for losing it since they are the ones that paid for the shipping.  And also have provided no proof that tha  box was empty upon receipt.  

I shipped the item as requested, the package was delivered and received at their warehouse according to the Fedex package tracking and somehow I am at fault.   Where is the customer support in this exchange.  If they didn't want to repair it, they could bave said so and I could have returned to vendor.  But instead expected fitbit to stand behind their product.   If the package was opened and empty as they claim then they can file a claim with fedex for the lost item.  If their warehouse lost it or didn't track it properly then they should replace the item at their cost.   This should not be my problem to eat the costs.  I've tried the email route, I've tried calling they said another team is handdling it, now I must try more visible routes.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Denbow I've asked a Fitbit Moderator to stop by to see what assistance they can offer for you. Hope they can sort things out for you. If all fails, get with the credit card company you used to purchase the Fitbit. Sometimes they have insurance on purchases that we don't know about unless we contact them.

[Denbow]

Guess the moderator was not interested either.   Crickets from support.   Sorry you had trouble here is a discount.  

[LizzyFitbit]

Welcome to the community forums, @Denbow. @Odyssey13 Thanks for the heads up!

@Denbow Thanks for letting us know about this situation with the replacement process. I understand that you're disappointed with the experience you have had, and I appreciate you for taking the time to share your feedback as this will help us to keep working and prevent this type of issue from happening again.

I have contacted our Support team to follow up on your case, and I was informed that an email was sent to you with more information about your issue. If you don't see the email, please check your spam or junk folders.