What elements should I be sending back to Support?

[Grumpy1Bear]

I called and they want me to send the device back, does that mean everything, band and original packaging or just the face? There are no real instructions and I want to send the right stuff back so hopefully it will get taken care of. The service chat will not allow me to ask the question every time I log in it logs me back out. 

Moderator edit:  updated subject for clarity

[Odyssey13]

Hi @Grumpy1Bear  you should have received an email from them. It depends on the issue you were having as to what parts were to be returned. I've notified a Fitbit moderator to stop by to assist you.

[Grumpy1Bear]

They said I would have an email yesterday. I got one with the shipping label but that was it. I have checked all all my junk folders ext but nothing. This whole thing has kind of been a mess. 

[JuanFitbit]

@Odyssey13 , Nice to see you around. Thank you for your help with this. 

@Grumpy1Bear . A warm welcome to the Community! Thank you for reaching out to Support and here. 

If you were elegible for a replacement, normally you should send only the pebble of your watch unless told otherwise. 

Do you have all the information to ship it? Please don't forget to add you case number in the package so that our team can verify and assign the received product to your case. 

Hope this helps

[Grumpy1Bear]

@JuanFitbit There is no number that clearly states it is the case number, I am guessing it is the 8 digit number that was used in the subject line of the email. Would that be a correct assumption?

[JuanFitbit · Accepted solution]

@Grumpy1Bear . Thank you for your reply.  You are assuming correctly! Your case number is is the 8 digit number that was used in the subject line of the email.

See you around

[Grumpy1Bear]

I have mailed it back according to usps tracking it was received 5 days ago, when I called support I hot hung up on. Is there a way to check on the status?  I tried the chat option but the firewall at work won't let me chat. 

[JuanFitbit]

@Grumpy1Bear Thank you for your reply. I verified with Support and was informed that they received your message. I apologize if there was any technical difficulty while calling. 

It seems that your package is still on the Mailing service station. It should be delivered very soon and you 'll be contacted by Support then. 

I appreciate your work with Support and your patience. 

See you around.