Feedback about the replacement process

[Aqyx]

I figure other people would get some enjoyment out of this:

After numerous issues with my Versa 2, Fitbit have agreed to send me out a replacement. Handled well, arrived quickly. I open the box to find... a Versa 1. Looks like an honest mistake, so I'll give them the benefit of the doubt there, rather than Fitbit hoping that I wouldn't notice or just accept it and move on.

Alerted them to the issue, and now I need to go through the RMA process for this random Versa 1 before I can get the replacement Versa 2 that I was promised. Fitbit have sent me out a return slip so that I can send the Versa 1 back, but... it has the wrong sender address. I have alerted them to that, and now I'm waiting on a correct RMA label.

I've honestly not dealt with a company so incompetent in a while, so I'm looking forward to seeing what happens next.

Moderator edit: updated subject for clarity

[SunsetRunner]

Hi @Aqyx , I brought your problem under the attention of the Moderator Team, cause they have shorter links to the Customer Team than we, users, have. Soon one of them will contact you on this topic, so keep a close eye on it. Regards kuzibri

[LizzyFitbit]

Hi @Aqyx. It's good to see you here in the Forums. @SunsetRunner, thanks for the heads up!

@Aqyx, thanks for sharing detailed information about the replacement process of your Versa 2 and your experience with our Support team. I'm sorry that you've had go through this situation, this shouldn't happen and be sure that your feedback will be passed along to the right team. I've updated your details with our team so they can provide you with more information about your case, as well help you to get your replacement correctly. Please keep an eye on your inbox, you'll receive more details shortly.

I'll be around if you have another question.

[SydneyB006]

I'm pretty sure I'm just going to throw mine in the trash. I've had it for 45 days and they can't guarantee I would get a new one through a warranty exchange. Direct quote from chat support: "... depending on available inventory, we sometimes issue factory-certified refurbished products as warranty replacements. These are typically products that were returned to Fitbit unused for reasons like wrong size and color. This product is tested and determined to work like new, with minimal wear and tear." Minimal wear and tear?! For a warranty exchange of a defective product only 45 days old? That's unacceptable. I sincerely hope this company gets it together. I hope you get the correct watch sent out to you. Honestly, I don't think I even want to test my luck.

[SunsetRunner]

Hi @SydneyB006 , your "contributions" to this Community are not helpful at all, but only gives air to uttering your frustation, This is not the meaning of this Community. I know, users who are very satisfied with their Versa 2, do not post here, but you posted as of now two topics in which you only degrade the Versa 2 abd Fitbit, IMHO, not very helpful. 

[SydneyB006]

You are correct I am frustrated. Thanks for noticing. You should also see that I have other posts where I am trying to help and share what I have tried that may help others. Thanks for not noticing those. But, @SunsetRunner I'm just trying to give my honest opinion. Isn't THAT what this community is for? There are people who save up for a long time to buy a product and expect that product to work as it is advertised. When a company sets up a community like this, they should know that they will have dissatisfied customers who voice said dissatisfaction. Frustration and dissatisfaction are good feedback for a company and a community. Personally calling someone out on that? Not so much.

[SunsetRunner]

Hi @SydneyB006 , of course you have the right to show your frustration, but what I only wanted to do/post, is give the opinion of a very satisfied customer, nor more or less. Regards kuzibri

[LizzyFitbit]

Hi @SydneyB006 and @SunsetRunner. It's good to see you here in the Forums and I'm sorry for the delayed response.

@SydneyB006, I appreciate you for taking the time to share your thoughts about our products and Support team. I understand how you're feeling about your watch and I'm sorry that you've gone through this experience. Our team often reviews the comments posted in the Forums as that helps us to evaluate our procedures and improve our products based on your feedback. If you have a question about the resolution that was given to you, I'd recommend to reply back to the case email created for you. This way our team can provide you with more details.

Hope to see you around.

[Islandlifer]

Wait until the face falls off and they generously offer you 25% off the purchase of a new (defective) watch. 😊

[m.augusta.cpht]

I've had terrible luck with fibit support,  wondering if you could help. You seem nice and knowledgeable. Let me know.

Thanks

[m.augusta.cpht]

has anyone had any luck with fitbit support in 2020?