I've just been through an ordeal with getting a replacement for a fitbit HR that was still under warranty. The part of the device that attaches to the band broke, so it make the device unwearable. I live in Spain, and after contacting customer service I was required to mail back the broken device and all the parts (charging cord, bands), only to wait for weeks for a replacement that never arrived. The tracking number I was given didn't offer any information, so eventually a second replacement was sent out (after a lot of time and repeated explanations on my part). Same situation--impossible to track the package--but it finally arrived two days ago via the local Spanish post office, not the DHL shipping and tracking number I was given. And now the replacement seems to be refurbished. When I charge it fully the battery runs out in just a matter of hours. I've tried to contact customer service again, but no one is answering. I'm so frustrated and have wasted so much time on this. I'm training for a marathon and now don't have any data or information for the past two months, plus the amount of time I've spent trying to resolve this situation, track the packages, etc. How can I get this situation resolved? I've asked that a new replacement be sent to my parents in the states, since clearly the shipping situation is not helpful here in Spain. I'd just like a working replacement, and I'll be visiting them in two weeks. Why is this so complicated and frustrating? It's not the experience I've had with fitbit in the past, and I'm beyond disappointed. Can someone help to get this resolved once and for all?
