Versa replacement feedback

[JohnB66]

In early February my Versa battery stopped holding a charge. I contacted Fitbit and informed them of the issue. In the beginning they were very helpful and told me that since it was a battery issue and the Versa was still under warranty they'd be happy to start the process of replacing the watch. 

I gave them my address so they could ship me a box to return my broken Versa and charger.  They said they'd let me know when the box was on its way.

I waited and heard nothing. After a couple weeks I contacted them asking for an update. They apologized and said it shouldn't have taken so long  and that they'd send me a box. Again, I waited and waited. 

Now it's April and I've contacted them several times. Each time I've been assured that they will get back to me and that they are "escalating my concern to the proper department for proper handling". But nothing ever happens. I feel like this issue is being lost somehow.  Surely replacing a device under warranty should be a pretty routine process. 

Has anyone else experienced this? Is there anything I can do to actually get this process to move forward? 

Thanks in advance. 

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @JohnB66, due to the recent events, I apologize for the delayed response. However, let me welcome you to our Fitbit Community.

I'm sorry about the battery issue you've had with your Fitbit Versa and the experience. I totally understand how you feel about this and we really appreciate your feedback since this helps us to keep improving.

I was able to get in touch with our Support team and was told that they assisted you via email and provided a solution. Don't hesitate to get back if more assistance is needed.

See you around.