Returned my Versa 2 for a replacement over a month now

[8675309noY]

Reaching out here in the hope that I will get some help from someone at FitBit. I have been hung up on an chat and the phone today, and I wasn't rude, nasty and did not use foul language, just answers. My defective Versa 2 was received buy Fitbit on, Aug 19, 2021 at 11:19 am, after having been with FedEx for over two week, I shipped it Aug 3, 2021. That was after a week of chatting with support about the defective device before I could even get an RMA. This process is the worst service I have ever received, this is unacceptable. I am out the money I paid for the device and now FitBit even has the defective device, I spent $180 on a fitness tracker and have nothing to show for it, not even a broken fitness tracker. I have been told the my case has been escalated at least three times now, that does nothing for me when I continue to get no answer. The last person I talked to told me it would take a week for the return to be process by the shipping team, then they will contact me and it will take another two weeks for them to send me a replacement for a DEFECTIVE device. I paid money, got a defective device, was told i have to return the the defective device BEFORE it can be replaced so now FitBit has my money and the device I paid for. Someone please help me.

Moderator Edit: Clarified subject, personal info removed and formatting

[Odyssey13]

Hi @8675309noY  from what I've seen on the forums, doing a return is a process in which the warehouse has to confirm that what you sent is exactly what the RMA states. Once they establish that, it goes to the next step, which is getting a replacement ready. These are the community forums and we're just members who use the devices. I've asked a Fitbit Moderator to stop by to see if they can find out anything further. 

[8675309noY]

Thanks @Odyssey13. I think I just marked your reply as the "Best Answer" somehow by mistake. The experience is really making me consider switching to the Oura ring or some other fitness tracker besides FitBit. I really hope I can get a real answer, stop being jerked around, and taken advantage of, I just want the product I paid for in working condition. I don't think that is unreasonable. I tried the forum since I have gotten no where by calling and chatting. Hopefully a Moderator can help me. 

[LizzyFitbit]

@8675309noY Welcome to the Community Forums. @Odyssey13 Thanks for your help and the heads up!

@8675309noY Thanks for taking the time to share this feedback with us. I apologize for the experience that you had with the replacement process, as well as your interaction with our Support team. This isn't the experience that we want you to have and rest assured these comments will be passed along so we can improve our services, and prevent this from happening again.

As our friend mentioned, our shipping department needs to confirm the return of your watch before they can get in touch with you to send a replacement for your Versa 2. While I don't have access to your case, I've forwarded your posts to our Support team so they can review your case details and help you to bring you back on track.

[8675309noY]

Thanks @LizzyFitbit . Your escalation helped. I got an email asking for my shipping information for the replacement. 

[LizzyFitbit]

@8675309noY It's nice to see you again.

You're welcome. I'm glad you received a response from our team and please don't hesitate to follow up with your email case should you have any further questions. I hope to see you back on track soon!

Have a good day. 😊