Fitbit doesn’t honor warranty (Update)

[birchtree1010]

***I changed the post title because Fitbit won’t replace a device for someone who lives overseas that is limited to using a PO Box or military address.. In the comments below, I also posted screenshots of Fitbit’s email response and the latest conversation with customer support.***


My Sense 2 malfunctioned and I was emailed the replacement or 50% off a new device offer. I chose to replace it, only to discover on the replacement order site that Fitbit no longer mails to military addresses or PO boxes. I'm stationed overseas and have no way to get my replacement sent to a local address. I could send it to a family member who would then mail it to me but that would mean paying an additional charge to mail the device. I shouldn't have to pay especially since the device malfunctioned while under warranty. 

*I called customer service multiple times. The final conversation with the customer service rep was "I'll send your issue to the higher management team regarding inability to receive the replacement via mail". I've received no reponse from Fitbit.

Anyone have any thoughts or suggestions regarding my issue?  

[LZeeW]

Hello @birchtree1010 and welcome to the Community.  Your screenshot is very small and I can't read it on my desktop screen and enlarging it doesn't help.  When my daughter was stationed overseas, her address was FPO, AP.  When I look at the US Fitbit store, I see the military addresses listed in the 'State' dropdown as Armed Forces Americas, Armed Forces Europe, Armed Forces Pacific, etc.  Does your shipping address have this dropdown in the state listings or something else?

[LokeAa]

Hm, sounds strange. They say they do on this page

[birchtree1010]

Thank you for your response. The purchase site is apparently different from the replacement link. I received this response from Fitbit today.

 

[birchtree1010]

duplicate screenshot removed

[birchtree1010]

Duplicate screenshot removed 

[birchtree1010]

 

[LokeAa]

Have you asked if they don't think it is unreasonable that you can buy a new unit and have it sent to a military address, but not be sent a replacement unit? Tech companies think outside the box all the time, so surely you take up the challenge to think outside the box in this case as well?

[birchtree1010]

I appreciate the suggestion. I asked but didn’t get an answer.

 

[LZeeW]

@birchtree1010   I understand your frustration.  I was in the Navy for over 20 years and this is pretty absurd.  Maybe the best idea is to send the replacement to a stateside family member who can ship it to you.  The post office has free flat rate APO/FPO boxes.  The fee is less than the regular large flat rate box fee.  You family can fill the extra space with goodies for you.

My other thought is to talk with someone at your base postal facility.  Maybe there is a way to 'mask' your address by avoiding the word box in it.  The military tends to be unbending, but it's amazing what some individuals will do to help.