Odd Return practices/ replacement Versa 2

[Jen_5]

***12/32/2020**Just a note to document that this issue has YET to be resolved.✨

November, 2020; This is the second watch face that has broken on two separate watched. The first one was replaced by Fitbit about 5 months ago. I just contacted the company and they want me to mail them my broken watch BEFORE they send me a new one!  I nicely explained that I'm immunocompromised and can not go out into the public my area right now due to a massive Covid spike. Fitbit will NOT work with me. I asked to speak with a manager and will see where that will lead, but this not a positive experience, and I wanted to post about this new policy. 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hello @Jen_5, it's nice to see you again participating here in the Community Forums! 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services. Since you already received assistance from our Customer Support team, I’d suggest you contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.

[Jen_5]

I contacted customer service. thanks.

[Jen_5]

  I do understand your new company policy, but it's unreasonable during a national Pandemic. I have been a customer for years too, which is beside the point, but I am pretty frustrated with this. Thanks for trying to help. 

[Jen_5]

 Oh well