Slow Replacement Process

[Chainhearts]

I don't know what is going in at the warehouse or headquarters, but the replacement process is pretty slow. If you want to chat with a customer service representative it only is a few minutes wait, but with replacements, support only emails about once a day. They also take a while to process things that shouldn't take more than a few minutes at most, it does make me want to switch to another brand...but I love Fitbit products and the CS representatives are very kind. I just want to know what makes the process so slow?

[LiliyaFitbit · Accepted solution]

Hi @Chainhearts, it's nice to see you again in our Community Forums! I am sorry for the delayed response. 

I appreciate your participation in the Forums and sharing your experience with Customer Support and your feedback regarding the replacement process being slow. I am glad to hear that you love Fitbit products and had a great experience with Customer Support representatives. Several factors could be the reason of the delays with shipping, Fitbit and their partners work together to avoid any interruptions and ensure delivery of the replacement devices on time. Thanks so much for sharing your feedback as it's really important to us. Our team is always working on improving our devices and user experiences. 

Best of luck with your health and wellness goals! If you have any questions, feel free to let me know.

[Chainhearts]

Thanks for the info! And I'm not sure if it's in Fitbit's power...but when you ship items with a tracking item through FedEx or otherwise, is it possible to be scanned everytime it reaches another FedEx outpost? I like to keep track of my shipments and it just drives me nuts when I see it hasn't made progress for days. It makes me think whether it has been stolen or anything. Is this under your jurisdiction or does it have to be coursed through FedEx?

[LiliyaFitbit]

Hi @Chainhearts, thank you for your reply! I am sorry for the delayed response. 

I appreciate your feedback and understand your concern. When your order ships, you receive an email with your tracking number. By clicking the tracking number in the email, you can see the additional information regarding your order, such as estimated arrival date and shipping progress, and also can sign up for the delivery notifications. 

Looking forward to seeing you around the forums!