Versa replacement not received

[Homika]

I am from South Africa, bought my Fitibit last year May 2020 from Makro.  I have experience problems that my fitbit don't want to charge.  I have made contact with Fitbit beginning of Jan 2021, on the 6th of Jan 2021 I have received an email of confirmation that my Fitbit Versa will be replaced with Fitbit Versa 2.  

However I have still not receive my new device according to the email it would have taken 7 - 10 working days.  Well it is far pass that and now they start ignoring my emails when I follow up.  Who can help me with this as this is extremely frustrating.

Moderator edit: subject for clarity 

[MarciM]

Hi @Homika 

Welcome to the forum. I'm sorry to hear you are having trouble getting your replacement. I will flag this post for a Moderator who can better assist you. Thank you for your patience.

[Homika]

Hi MarciM,

Thanks for your feedback, however I have still not received any feedback from Fitbit.  I can not belief nor understand what the hold up can be or why no one can take responsibility for this.  This has been very frustrating for me, and to be honest I have lost my trust in the brand and the service that they provide.

[SilviaFitbit]

@MarciM Thanks for flagging this post. 

@Homika Hi there. Thanks for the detailed information shared.

I see where your frustration is coming from. Your post has been shared with our Support team and they mentioned that this has been escalated to a higher support team, this is why it's taking some time to get back to you, rest assure that they are working on your case. 

Thanks for your understanding. Have a nice day. 

[Homika]

@SilviaFitbit - thank you for your reply, however I am still in the same position , I have still not received ANY feedback from FITBIT regarding my replacement unit.  This is beyond frustrating , all I hear is that it has been escalated to  a higher support team, at this stage I don't' think there is a higher support team as nobody is able to give my any straight answers.. How difficult is it...when will I receive my replacement???  I have now been waiting 8 weeks, and my patients has run out.

[SilviaFitbit]

@Homika Thank you for getting back. I totally understand your frustration with this, it's been a long process.  I've noticed that you reached out to our Support team and they are already helping you out, please continue the communication through email, they'll be happy to help. 

Thank you so much for your patience and understanding.