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How do I get support for my Sense 2?

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‎08-11-2023 07:47 - last edited on ‎08-11-2023 12:16 by Fitbit Moderator

‎08-11-2023 07:47 - last edited on ‎08-11-2023 12:16 by Fitbit Moderator

Why is fitbit support so terrible? Their first line support people can't do much and if you have an escalated case, you're just supposed to wait for an e-mail that never comes.

I have a sense 2 that one of the metal pads on the back fell off while still in warranty. Made a case with fitbit and they approved replacement of the device. The package I got in the mail which was overnighted was a google fi data sim card. The past 10 days I've been fighting with fitbit to recognize that they sent me the wrong product and get me my replacement sense 2. I've been told by 3 reps that they personally escalated the case, but then when I call back after waiting a day or two for the escalation e-mail, the next support person doesn't see anything in the case file showing it's been escalated.


Moderator Edit: Clarified subject

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1 REPLY 1

‎08-11-2023 12:22

‎08-11-2023 12:22

Welcome to the forums, @edrin88.

Thanks for the detailed information, and the time taken while contacting our Support team. I apologize for this inconvenience and appreciate your feedback as it'll help us to evaluate, as well as prevent this from happening again.

I was trying to locate your details but I couldn't find an existing interaction with our team. For this reason, I sent you a private message to help you out with this situation. Please make sure to check your inbox.

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