I was having difficulty in getting the magnetic charger & the Inspire HR I had to actually stay connected to do the charging. I bought an additional longer charging cord when I read that many were having difficulties due to shortness of the original cord. But it was now taking 20-30 minutes to get it to stay in the charging mode. I called FitBit & was told by the rep *(who checked with 2 other people) that it was determined that the prongs to my FitBit were worn & wouldn't make a good connection. I was advised to send the head of the Inspire HR & the cord back & she would send out a replacement. She sent me a prepaid label. That day, I packed the Inspire HR & cord & took it to a Fed-X location. One week later I called, gave the rep my case # & asked about where the replacement was. I was told that they were waiting to receive it back BEFORE sending out a replacement - all of this under the warranty time. I waited another week & called & ended up talking to a Supervisor who advised that his Fed-X tracking showed the package from me was expected to arrive by 9 pm that night. He said that it takes 3-5 days for the area that the tracker was being sent to advise him that it had 'actually' arrived. This was about 2-1/2 weeks into my sending this back. By that time I was really upset as no one stated they needed to actually 'touch' the defective one (which I sent back the day of my initial call) BEFORE they would send out the replacement. FitBit people determined by, apparently history with this issue, that it was defective & would be replaced. No one said this 'headache' was only starting. So, this supervisor advised that to make things better via 'customer service', he would have the replacement sent out on an expedited (overnight delivery) basis. It's been another week and I had heard nothing and received nothing. So, I controlled my irritation and called again today. I just spoke with Dayana in Customer Service **** and shared all of this and the fact that my frustration level was overflowing. She checked and it showed that the faulty Inspire HR was received on that Saturday and the supervisor received notification of that receipt. So, I asked, "where's my replacement then?" I was asked if I was told that once it came back that it had to go to another department to be looked at to determine if it was actually defective.....??? I said that's what I was told by the first rep who checked with 2 others to determine if I should send it back. I told her that no one said all of this was a prerequisite of getting the covered warranty one replaced. I've been a good customer with several FitBit purchases and not one person said all of this time & headaches were part of this.
In a few minutes, today's rep check with another department, received an okay that it was now okay to send out the warranty covered Inspire HR watch/tracker head & charging cord. She was sending it out overnight delivery. Hopefully, my constant headache will be gone soon.
If the initial rep would have told me all of these actions were necessary in order to receive the replacement, I would have been saved a lot of irritation and frustration. Don't know if I'll ever buy a FitBit product again in the future. I may have to look into another brand of tracker at that point.
Moderator edit: subject for clarity
