Haven't received response from Support

[Dinorah1210]

I contacted Google to initiate a request for service to a sense to that had the metal sensor on the back of the unit fall off. Google sent me a reference number in an email. This email stated that a follow-up email to initiate a replacement order or provide return instructions or return address. Google never sent the follow-up email

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Dinorah1210 generally you should receive an email with a shipping label with your RMA on it. You'll need to get back with support to see what's going on. Be sure to check your spam folder, just in case it went there.

[Dinorah1210]

Today was the 2nd time I reached out to Google. In both instances, they
sent an email that did not contain the proper information to return the
product back to Google

[Odyssey13]

@Dinorah1210  I've asked a Fitbit Moderator to stop by to see if they can offer any advise on what steps you need to take going forward.

[Dinorah1210]

Hello Odessey,

Below is a cut of the email sent by Google regarding the return of my
Fitbit Sense 2. As you can see, there are no links to complete the return,
nor an address of which to send the damaged product back.

Thanks for reaching out to the Fitbit Customer Care Team.

Thanks for contacting us. I’ve processed your request and you'll get an
update soon.

Make sure you ship the defective device within 14 days of receiving the
email. If you don't, your RMA will be canceled and your device will be sent
back to you. After 45 days, your replacement will be canceled and you will
have to contact support again to initiate a brand new replacement request.

What to return:

Device replacement: Send only the device itself. Keep your charging cables
and any bands. Accessory replacement: Keep your Fitbit device and return
only the faulty accessory.

For instructions on removing your band, visit: https://support.google.com/
fitbit/answer/14237222

We will wait to ship your replacement device until you ship the defective
device.

For your reference, your case number is *0-000000000000 (removed case #,
but can supply privately if needed)*. If you need more help, you can
contact us again and reference this case number, or reply to this email to
reopen your case.


Can you please look into this as soon as possible. I would like to return
this product to receive the replacement. I use this daily and enjoy the
Sense 2, but if I do not receive the appropriate information for return, I
will need to look for a different product from another manufacturer.


Your assistance is much appreciated.

Dinorah

[JuanFitbit]

@Odyssey13 Thank  you for your message and help. 

@Dinorah1210 A warm welcome to the Community! Thank you for sharing the info provided by Support. 

After checking with our team, they confirmed that your case is under review, due the difficulties you are having. Our Team  will verify the case and reach out to you should they need further information or news. 
You 'll get a message soon. 

[Dinorah1210]

Hello @Odyssey13 ,  I did communicate again with Fitbit/Google support.  The provided an email with the correct product return information.  Thank you for checking in.

Dinorah

[JuanFitbit]

@Dinorah1210 Thank you for keeping us updated. I'm glad that Support provided the needed info for the return. 

Keep working with Support. Please don hesitate to post again, should you need further assistance.