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Versa warranty return to Netherlands refused delivery

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‎09-05-2018 09:26 - last edited on ‎09-06-2018 04:42 by Moderator Alum

‎09-05-2018 09:26 - last edited on ‎09-06-2018 04:42 by Moderator Alum

Had my Versa for 4 months before I woke up to find it displaying a black screen with a big red 0% on it. It was charged went I went to bed. After that I had nothing but a black screen and it refusing to charge. It got warm on the charger but did not charge or ever show even a glimmer of hope on the screen. Just black.

 

I am now very much regretting buying direct from Fitbit. I sent a tweet to notify of the problem and then received an email asking me to send to the Netherlands for replacement under the warranty. I did that on 25th August at a cost of £13.05.

 

Today I tracked the delivery. The delivery was attepted on 29th and was not able to be delivered. I've just called Royal Mail. Guess what. Its being posted back to me. The guy at the post office told me to google Fitbit Nertherlands returns problems as they hear this kind of thing going frequently.

 

I have now asked for a refund. Having worked for years in customer services you know when it stinks as a customer. I'll be taking my business elsewhere. NB having looked in the forums I see mine also died after going swimming. It had been fine in the shower. I went on holiday, swam just twice and that second time seems to be the problem.

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4 REPLIES 4

‎09-06-2018 04:45

‎09-06-2018 04:45

Great to see you around @MidnightBlue.

 

I am sorry to hear about the issues you experienced with your watch. Unfortunately, we don't have the proper tools to see a package status but it's great to know that you have contacted our support team and are working with them for a solution. If there is anything else we can help you with, do not hesitate to let us know.

 

Happy stepping! Robot Happy

Alejandra | Community Moderator, Fitbit

If you like something I recommended, I encourage you to mark that reply as "Best Answer". 🙂

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‎09-06-2018 07:21

In response to AlejandraFitbit

‎09-06-2018 07:21

Hi Alejandra, thank you for your reply. Since posting my predicament yesterday I see further what is going on. I live in the UK and bought the Versa direct from the Fitbit UK website. As a UK customer I was puzzled why there is no UK address to return to and even more at having to pay myself to send it to The Netherlands. 

 

I now see that the return address is to Moduslink who obviously handle the returns service. Except for some reason they were not there to sign for it when the courier attempted delivery. As the delivery failed it on it's way back to me.

 

Why is there no UK return service for UK customers? I sent the Versa back on 25th August and am now waiting to have my faulty one delivered back to me.

 

The matter has been escalated by the support team. I have had an aplogy for the situation. Today I got an email to ask my address to send a new one to. I have replied asking them to look at the case history as this matter has already been discussed with previous emails to the support team. I bought it from Fitbit, I want it sent to the same address.

 

I don't like to complain but the whole experience just feels sloppy. Is the whole support thing outsourced to Moduslink? Can't say I'm very impressed with them if so. Faulty product one thing, poor customer service when things go wrong even worse. 

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‎09-06-2018 08:11 - edited ‎09-06-2018 08:25

In response to MidnightBlue

‎09-06-2018 08:11 - edited ‎09-06-2018 08:25

Further to my previous comment I've just called Royal Mail again as I can't work out why the signed for package could not be delivered. I've just been told it never cleared customs as there was a problem with the address. I sent it to the one I was emailed by the support team:

 

ModusLink B.V. 
Fitbit Returns Center 
Smakterweg 100 
5804 AM Venray 
Netherlands

 

It's now on the way to Belfast and when it gets there it will take 5 to 10 days to get it back to me. What the hell is going on? Why would this address, given to me by yourselves fail to clear customs? Why the hell is it going to The Netharlands anyway?

 

I'm really, really unhappy and I do not want another one sent to me. I want a refund as i never want to have to deal with this poor effort at customer service again. It is a complete joke.

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‎09-07-2018 11:50

In response to MidnightBlue

‎09-07-2018 11:50

Wow. Sent a complaint and a request for a refund yesterday with a request that the email was at least acknowledged as received if not even replied to. Guess what? No reply at all. I've just sent another email. I've worked for over 20 years in customer services and dealing with Fitbit support so far hasn't inpressed me. Then I had a look at their Trust Pilot reviews. Oh dear....

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