Replacement package experience

[muffin]

After having a Charge HR for years I finally decided to upgrade to a Versa Lite - love the lilac band. On 04/12/19 I ordered it! I was super excited! Tracked it daily and when it finally arrived on 04/17 I was loving the care that went into packing it in the handy box and I actually looked forward to reading the users manual. 

On the evening of 04/19 the screen stopped scrolling. I looked at all the forums, trying to find a fix and nothing seemed to work. So I called support on 04/20. They had me try some other things, that actually made things worse - the screen had an "Data not cleared Sync and try again" error and it would no longer synch to my phone. The customer support person said that my case was going to be escalated and I should expect an email with my next steps. On 04/21, I was sent instructions to pack it all up in the original packing and ship it back. They supplied a GROUND USPS label that I shipped out on 04/22. It was finally received on their end on 05/06 (are you kidding me?) - which I had to reach out to them to verify (I emailed several times) - and was told that it would take 5-7 days to process and then I would receive instructions on how/when a replacement would be ordered. It took the full 7 days, but on Monday 05/13 I got notice that my replacement had been shipped!  This time my order came via FedEx and I was feeling a bit better about the process, until the package came... I received a fit bit, but not in a box, but in separate BAGS. No box, no instructions - just BAGS. I was absolutely in a rage at this point. My fit bit looked as if I bought it off the back of a truck in a dark alley somewhere. I called to complain and the support staff in India emailed me an instruction manual. When I asked about the box I was told that is how all replacements are sent. I lost it... I had the original for THREE days! I can't believe this is the way Fitbit chooses to operate now. When I stated that what if this one fails how am I to send it in? I was told that it shouldn't fail. No duh!! The first one shouldn't have failed either. When I complained too much the rep apologized, put me on a brief hold and when she came back she said that she was told that she could send me an extra band and a 3 month subscription to Fitstar… at that point, I was just done, so I said sure, whatever. 

I decided today that I would call the corporate office in San Francisco to let them know of my displeasure and the mailbox was "full", so that is why I am posting here.

What has happened Fitbit? Have you gotten too big for your own good? I have been a loyal customer, and even though you think this is resolved I still feel slighted... this is not ok customer service.  

If this replacement fails, I will be asking for a refund and I will be taking my money elsewhere...

Moderator edit: updated subject for clarity. 

[Odyssey13]

Hello and welcome to the forums @muffin 

You can learn how to set up your replacement from this article - click to read

As for the Fitbit you received, was it damaged or just not sent in a box? You can read more about the warranty and returns policy here - click

I've notified a moderator to stop by to assist you. Thanks for coming to the forums.

[AndreaFitbit]

Welcome to the Fitbit Community @muffin. Thank you for sharing your experience with your replacement Fitbit Versa.

Replacement devices are Fitbit certified and aren't send on their original package. If your device is somehow damaged you can get back in touch with our support team. You can also check Fitbit's Warranty that @Odyssey13 has already shared with you. 

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Thank you for the heads up @Odyssey13.

Please let me know if you need further assistance.