Versa return process

[Sweepadams]

ì have a serious problem with a return, i hope someone can help.

I posted on this forum a few weeks ago re my Versa not holding a charge for 48 hours. My Versa is 3 months out of warranty but I felt this was not good enough. I was given a ticket number). On contacting the support team it soon became clear that there was some confusion between my versa and my husbands versa. My fitbit was bought in April 18 and replaced in may 18 due to battery issues. This was rose gold with peach strap, and is the faulty one i have returned.

My husband bought his versa in july 18, and replaced it in may 19 due to the sensor not working. His is one of the special edition ones, a dark colour.

Somehow his replacement has become registered to my account even though he has always used it and still does.

The suppirt team on live chat eventually believed me and said as my versa was out of warranty they would offer me a discount voucher if I returned the faulty versa. I was then given a new case number for that. I returned the watch under this case number, and your team have confirmed receipt on 2 September. 

But....they have now emailed me, under the original case number to say I should have sent back my husbands versa and will not honour the discount promise,

I am disappointed, upset and frustrated. Your team do not seem to keep records of live chat conversations, so that every single time I contact them I have to start from scratch.

Please please please can someone help? I am losing faith in fitbit , and the will to live.

Moderator Edit: Clarified subject and personal information

[MarreFitbit]

Hi there @suzio, thanks for stopping by in the Community Forums. I'm sorry to hear about the inconveniences you've been having to return your Versa to our warehouse. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

I understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. 

I was notified that your case was forwarded to the appropriate department for further checking and assistance. Someone from them will contact you shortly. 

Let me know if there's anything else I may do for you in the meantime. 

[Sweepadams]

Thank you for your reply, which you addressed to @suzio instead of to me!

Your Escalation team already contacted me, and told me I had sent the wrong fitbit back, so they are not going to do anything else until we return my husbands fitbit, which is working perfectly fine. They obviously have not been given any information about this.

I am getting desperate here, please could someone do something?

[Sweepadams]

Please can I have a response to my message sent yesterday? Thank you.