Fitbit Sent a Defective Charging Cable with Sense 2

[georgehamilton]

Sense 1 died out of warranty with hardware failure (boot loop).  I got the discount on a new device and ordered Sense 2 from Fitbit.  New Sense 2 arrived two days ago.  Charging cable is defective, one gold pin doesn't spring back, won't charge Sense 2.  So far, Fitbit refuses to supply a working charging cable.  I started chat with Fitbit support.

Moderator Edit: Personal info removed and formatting.

[Guy_]

Hi @georgehamilton - it seems there was a misunderstanding.

You bought a new device, not a replacement, and it has full warranty. Please contact them again.

You can give the activation date from the new watch in the Settings menu About Sense 2.

This should show the installation date of the new watch. If it doesn't please post again.

[AndreaFitbit]

Thanks for getting back to us and for reporting your Sense 2 charging cable query @georgehamilton. 

I checked your case and you'll get another reply from our team soon. 

Thank you for your advise @Guy_.

Have a nice day!

[georgehamilton]

Setting in the Sense 2, or setting in the app?  On the Sense 2/About Sense 2/System Info/Activation date seems to be blank (no info, not clickable).  Puzzled.

[georgehamilton · Accepted solution]

Fitbit sent me a Sense charging cable gratis (thanks) on the quick quick delivery.  I am of two minds.

First, had I not contested the first and second denial, I'd have had to buy and pay for a cable plus tax, for a new device bought by me from Fitbit, which arrived with a defective cable.  I could not use the device without borrowing a cable from family, a temporary loan at best.

Second: Fitbit eventually did the right thing and made good on me being able to use a new device I paid for, but not without me whining and complaining in private and in public.  Is that the customer service you want to be known for Fitbit?  Rhetorical question, sure.  I think its not the customer service you want to be known for.  I'll quit whining now.