My experience with Support

[SFJ123456789]

Can anyone help please? I've typed these details so many times to Fitbit and Google Support that I will try and provide a brief timeline. 

End of June - got in touch with Fitbit support because my trusty Versa Lite had died. It was old and out of warranty so they couldn't help but kindly provided a discount which enabled me to buy a new Sense 2. 

Somewhere around 8 July - my new watch arrived and I excitedly put it on and wore it. 

When the battery ran out, I put it on charge overnight and nothing happened. I tried a different plug head and  different sockets but still it would not charge. 

21st July - I went through the Fitbit app to report it as faulty, spoke to someone who said they would arrange a replacement and sent through the labels for me to send it back. As it was a brand new item and I didn't know if it was the watch or the charger that was the issue (and because I'd been told I would get a  replacement) I boxed everything up ready to send. 

4 August (I went on holiday in the meantime) - Sent package back to Fitbit. 

10 August - I received a package containing only the 'pebble' of the watch. This was no use to me as I had no straps, no charger and no box. I contacted Fitbit support who told me they would send the missing items. 

11 August - two envelopes arrived, one containing a large strap and one containing a charger. I contacted Fitbit support again, asking why, as I had returned a boxed new product to them, I had not received a boxed new product in return, and pointing out I still did not have the second smaller strap. They said there was nothing they could do except send me the smaller strap and asked what colour I wanted. I told them the colour I wanted as per my original order and the same as the larger strap. I asked if I could return all the pieces for a full refund as I was not happy and they said I would have to speak to the Google Store. 

12 August (Today) - I received an email saying the smaller strap was on the way. And it's white, not the colour I asked for. So I now have pieces of a watch, which don't match, and no box. I went on to the Google Store help and they won't help me. They just keep telling me to speak to FitBit support, which I've done! I asked if I could just return everything for a full refund, and they said no because I didn't get in touch within 15 days. But I did! When you go to report a fault with the watch it takes you through to Fitbit support; it doesn't tell you that you must go straight to the Google Store if you want a refund. In actual fact at that point I just wanted a brand new product that worked - I wasn't fussed about a refund.  

If I bought a product from a shop, or even an online store, and it didn't work, I would take the whole thing back, in it's original packaging and I would receive a new replacement in packaging. They wouldn't just hand over pieces. I don't understand why this isn't happening for me and why I can't have a new product in a box when I've done everything right. 

Can anyone suggest anything I can do? I'm so tired of chasing this issue. 

Moderator edit:  updated subject for clarity

[Rich_Laue]

Hello @SFJ123456789 you should have not returned the bands, only they Pebble. 

Please read your warranty. Fitbit reserves the right to send a refurbished, which by federal law, must be marked as refurbished. 

[SFJ123456789 · Accepted solution]

Thank you. I had a product that was days old and would not charge. I did not know whether it was the charger or the device at fault, so I sent back the whole thing. I had a brand new product which didn’t work - I’m not sure which country you are in as you mention federal law, but my consumer rights entitle me to a replacement product or a refund. 

My support request now says that they are processing a refund request, so fingers crossed someone has seen sense.