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Feedback about Sense 2 replacement process

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‎08-18-2023 06:23 - last edited on ‎08-28-2023 10:39 by Fitbit Moderator

‎08-18-2023 06:23 - last edited on ‎08-28-2023 10:39 by Fitbit Moderator

I have a Fitbit Sense 2 that is a month old. It stopped syncing with my device. Chatting with customer service determined that the device needs to be replaced (after ONE MONTH). Instead of shipping me a new device, I am stuck without one while they wait to receive it (apparently 5-10 business days) AND THEN wait another 5-7 business days while they ship it, for a total of two weeks without a device. I am paying for a premium subscription. Between my last device failing and this, it will be a month that I am unable to use a service that I'm paying for. Really awful customer service.


Moderator Edit: Clarified subject

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2 REPLIES 2

‎08-18-2023 10:29

‎08-18-2023 10:29

Hi @kellysin - unfortunately that's the best they can do, rather than despatching a replacement immediately or have a look a feature suggestions for improving the service. Improve return or replacement policy to be faster (w/code to exchange at any shop)

Author | ch, passion for improvement.

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‎08-22-2023 20:16

‎08-22-2023 20:16

I’ve been having the same problem with my replacement Sense 2 from the metal piece coming off the back.  It was fine when I first got it, but now it doesn’t automatically sync and when I try to sync it myself it takes forever or I get a message it can’t sync. 

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