Versa 3 long return process

[FritzCh]

In January 2022 I bought a Versa 3. Out of the box, brand new, it would not connect via BlueTooth to any device. I tried everything I could find on the forums and online to connect it, but no success. I used the chat support feature twice, no luck. I called support, and they could not help. Finally, the agent said, "well, this is a known issue. You'll have to return it under warranty."

A known issue?? Why did you sell me this defective product?

Now, three weeks after I sent it back, and after hearing not one word from Fitbit, I contacted Support again to get a status. Miraculously, the return is scheduled to arrive at their warehouse today, and then they will begin to process the return. I know it did not take three weeks to get there. I suspect what happened is that they sit on it, and then when the sucker that bought the defective product is fed up and checks the status, the response is "Oh, we're receiving it today", and that engages the return process. How many weeks will that take?

How is this okay? I bought the watch in good faith, and it didn't work. In the most smug and arrogant manner, Fitbit has their money for a product they KNEW would not work, and they take their sweet time processing the return. Ugh. Keep the darned thing and give me my money back. I  

Moderator edit: Updated subject for clarity. 

[Odyssey13]

Hi @FritzCh once you or Fitbit puts the package into the hands of the shipper, there's nothing that can be done to speed it up. I know the postal service has had problems getting deliveries of first class mail done in a timely fashion. From what I've read on the forums, once your Fitbit is received at the warehouse, they verify the return pieces are the ones you were supposed to send, check the RMA number and then process the return. As for the time frame, it would depend on how many workers are involved in doing this and how many other devices are being processed before they get to yours. I'm not quite sure how it goes, but they have their routine. 

[FritzCh]

The tracking number was FedEx, not the postal service. FedEx does not take three weeks to deliver a padded envelope.

[FritzCh]

The other thing FitBit could do (besides not sell me a product with a known defect), is ship the replacement right away, not waiting for the return. This would require trust on their part, just like I trusted that the product would work when I bought it, and like I trusted that my return would be processed right away and not take a month or more to receive the replacement.

I like your quote, "they have their routine." They sure do, and it's working for them. Money in the bank.

Moderator edit: Updated post. 

[AndreaFitbit]

Welcome to the Fitbit Community, @FritzCh. Thank you for your feedback regarding the return process of your Versa 3. 

We don't want to create frustration in our customers. We are always looking to improve and appreciate all your feedback. There's no an official estimated time for the process to get your replacement.

Thank you for the heads up @Odyssey13. 

Keep on visiting the forums. 

[FritzCh]

@AndreaFitbit The contradiction in your response adds to my frustration: "We don't want to create frustration in our customers" vs. " There's no an official estimated time for the process to get your replacement." 

Please reply to the issues I raised in my first post:

1. Why did you sell me a product that had known issues?

2. Why don't you send me a replacement immediately when your own agent acknowledged that the problem I had was known and the warranty would cover it? Specifically, you stated yourself that you don't want to cause frustration in your cusromers. I gave you money in good faith that your product would work, and you have not responded in good faith to me.

3. Why can't Fitbit commit to the time required to process returns? Clearly, if there are known issues, Fitbit must be well-practiced in processing returns.

Please respond. I have lived up to my end of this transaction, I'd appreciate if Fitbit did the same. 

[FritzCh]

It's further frustrating that you edited the title of my post to whitewash my frustration. Yet ANOTHER example of a smug and arrogant consumer product company.

Just give me my money back. Keep the return, it may also be defective. Just give me my money back.

[FritzCh]

@AndreaFitbit Still no response from Fitbit - not a peep - on my replacement Versa 3 or your answers to the questions I asked below. Good grief. This bad decision to spend my hard-earned money on Fitbit just keeps looking worse and worse.