Customer Service experience

[Gavin_Kerley]

Hey there, my friend is having problems ( but she's not very tech savy, so she asked me to make this post ) and is in need of returning hers ( it stopped working straight out of the box ). When mine got messed up a while ago, they sent me a form to get my replacement. It asked what color I wanted, my address, and some other information. When she contacted customer service ( with me there, because she didn't know how to do it lol ) the man eventually said that she could sent it back to get a replacement and that it would take weeks, so he sent a shipping label with the wrong address. When a replacement got sent back, it would have gone to somewhere in California. She would have been out $230, and out a replacement. Why was her support so lacking, when whoever helped me went above and beyond to help me?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@Gavin_Kerley It's great to see you in our Fitbit Community! I'm sorry to hear about the experience that your friend had with her Versa and the replacement shipping. Before I proceed, please let me know if you contacted our Support team under your email address or under your friend's email address.

Looking forward to your response! 

[Gavin_Kerley]

She contacted customer support under the email address S_grace04@yahoo.com

[JuanJoFitbit]

@Gavin_Kerley Thank you for getting back! If the email address that was used to contact our Support team was your friend's email address, please have your friend to contact our Support team since there was a case created and they'll be happy to follow up.

I appreciate your understanding with this and let me know if you have any doubts!