Unable to return my Versa Lite for a replacement

[IrishT1]

I've been told that the only way to get a replacement for my broken fitbit is to drop it off at a dhl location - has anyone else had that experience? I'm miles from a dhl location. There is no other option to get a replacement device?

Moderator Edit: Clarified subject

[Odyssey13]

Hi @IrishT1  you'll need to get back with support. I'm not sure how it works, but they can assist you. https://myhelp.fitbit.com/s/support?language=en_US 

[IrishT1]

I did & they said that’s the only way to do a return ?

Sent from my iPhone

[Odyssey13]

I've asked a Fitbit Moderator to stop by to address this with you. In the USA, we would use a shipping label and take it to the post office. Guess you're not in the US. Anyway, someone will be by with information to help you.

[IrishT1]

Thank you - I’m in Ireland - they says it’s only dhl or they can’t replace it

Sent from my iPhone

[LizzyFitbit]

Hi there, @IrishT1. @Odyssey13 Thanks for the heads up and your help.

@IrishT1 Thanks for bringing this to our attention, and the time taken while contacting our Support team. As part of our Warranty Policy, our team needs to confirm the return of your Versa Lite in order to proceed with your replacement. This isn't the type of experience that we want you to have and I'm sorry for this inconvenience. Rest assured your feedback hasn't gone unnoticed.

Given this situation, my best advice is to get in touch with our Support team one more time to see if anything else can be done to help you. Click in the link shared by @Odyssey13 to start a new interaction with them via chat or phone. I've also forwarded your comments so they can have it on hand, so please keep an open communication with them.

[IrishT1]

Thank you for getting back to me

I contacted them again & they said if I don’t return it by dhl then they cannot send be a replacement - no other option to send by post

Sent from my iPhone

[LizzyFitbit]

Hi there, @IrishT1.

You're welcome. Thanks to you for keeping me posted and your efforts while contacting our Support team. I understand how you're feeling and just to confirm, have you tried contacting DHL to see if they have an option to pick up your package? Some companies have the option schedule a carrier to pick up your package. If this is available in your area, please do so and let our team know once your package is on its way so they can provide you with further details.

[IrishT1]

Hi. No I haven’t checked if dhl do that. Will check it out.
Thank you

Sent from my iPhone

[LizzyFitbit]

Hi there, @IrishT1.

You're welcome, and thanks for taking the time to review my post. I hope you were able to return your Versa Lite in order to get a replacement. If you have any other question, you can always create a new thread to receive help from the Community.

[IrishT1]

No not yet - I can’t get to dhl

Sent from my iPhone

[LizzyFitbit]

Hi there, @IrishT1.

Thanks for trying to get in touch with DHL. I understand your concern about getting your Versa Lite replacement and appreciate your patience through this process. Given this situation, I've gone ahead and forwarded your posts to our team so they can see what else can be done to help you. They'll provide you with further instructions via email, so keep an eye on your inbox.

[IrishT1]

Thank you for your help

Sent from my iPhone

[LizzyFitbit]

Hi @IrishT1. I hope you're well.

You're very welcome. Thanks to you for your patience through this process and I hope to see you back on track soon. By the way, let me invite you to visit our Health & Wellness board where you can make new friends, find great tips and start your own topics. Happy stepping! 😊