Return process failures

[Mystydutchess]

I am a nurse. I need a second hand on a watch to preform the duties of my job. I started a return process on the first day of my 2 week vacation, October 5, fully expecting that I would have my replacement Versa 2 before I returned to duty on October 19. I am sad to say that that my assumption for a quick return was foolish. I should never have trusted Fitbit. 

After a couple of days of exchanging emails and sending pictures of my defective device with a pixilated screen, I was finally given a return mail label. I mailed the device out on October 9 and have been tracking it through USPS/FedEx. I called FitBit several times to check on the progress. The service reps knew exactly where it was but wouldn't have it in the warehouse until Monday, October 19 - the exact day that I returned to work where I need a second hand to time respirations and pulses. I was told that there will be more email exchanges and then maybe, just maybe, if everything goes perfectly well, I will have a device by October 23. I don't have the device as of today, October 23. There was nothing that could be done until the full process was completed.

Well, this just stinks. I cannot work as a nurse without a watch with a second hand. I asked for a refund because I could use that money to buy another Versa 2 from Amazon and have it delivered next day for $80 less than what I paid 6 months ago at Best Buy. But NO! I can't have that because I bought it at Best Buy. FitBit knows where the device is in the tracking process but, no, they can't give a refund or send me a replacement until at least October 19 when it got to the warehouse. It never got to the warehouse until October 22.

So, I have I purchased another watch with a second hand so that I can perform the duties of my job. The device was defective. The return process is lengthy, confusing and ineffective. The process cost money by forcing me to purchase a new device that I would not have needed if the return process was more expedient and the product not defective.I was offered a watchband for my inconvenience. That's ridiculous. An offer of a cheap band will not offset the cost of my new watch nor the inconvenience I have endured. The offer was insulting. 

As of today, October 23, thevcustomer service reps informed me that they have my defective device in the warehouse. But it will take another 5 business days to open the package and send me emails to get a new device returned to me. I will probably have a replacement Versa 2 about a month after I started the return process. There reps will do nothing further to assist other than tell me that it will be yet another week before they contact me and start the process of shipping it back. Who knows how long that will take? I doubt that I will have the Versa 2 returned to me by Thanksgiving.

I  am left with no choices other than to wait for my device return. I will take it promptly to Best Buy where I purchased it to get my money back and buy another brand. It will be an Apple watch. At least they have a store where I can go for a prompt exchange of a defective device without having a prolonged wait and apethic customer service reps.

I plan on posting negative reviews on every platform that I can find regarding my unsatisfactory experience with returning my defective Versa 2. Other people should know how difficult and unreasonable it is. I am alerting all of you to my situation with the hope that you will either not purchase FitBit orif you do try to find a workaround to these roadblocks. 

[Odyssey13]

Hi @Mystydutchess  sorry this happened to you. Companies across the world are having slower response times in getting items shipped or returned. Why didn't you return the Fitbit where you purchased it? It's always faster to do that, no matter what item you purchase. Hope you stay safe.

[SandiS24]

I was in the same situation as you. I mailed my defective Versa 2 back to them on September 21 and finally received replacement on October 21!!!! One month to do an exchange????? AND the replacement is doing the exact same thing my brand new one was doing, not staying connected to internet. Fitbit has done nothing but lie and give me the run around from day 1. I will NEVER buy another product from them and like you, will let it be known. Oh, they did message me after I put a very bad comment on their facebook page. Then they had the nerve to say "its best to keep in touch with us with email??? Uhm NO, I want people to know whats really going on with this company. Trying to keep us silent will not work. Sell quality products you can stand behind, Have better ways to contact other than chat, and be honest with us. Fix all the issues with these watches!!!!!!!!!!!!