My experience with Support

[CJButcher]

Anyone else experiencing the very poor customer support like I'm getting?

I sent my Sense 2 in for factory replacement in July 25th or so, still haven't received the replacement. Now September 5th.

I've been getting the run around from them.  Taking so long I asked for my money back, they stand party line of: "Our policy states you can't get a refund after having your device for over 45 days".  Mostly been using email support, and I can drag a response out of them every 3 days or so.

Very disappointed with Fitbit support.  Not only this time, but I've had to send other devices back as well, never had a "Good experience" with them.

Moderator edit:  updated subject for clarity

[Guy_]

Hi @CJButcher - if you look in the forum the replacement issue affects others too probably out of stock or lack of personnel to handle the cases as mentioned on the top of the forum.

[Kbaes]

Yes I agree not enough training happening they shouting know this stuff if they are trying to help customers. I get that not everyone knows everything but that's were the training should be happening to get people more information about these devices. Everyone in the work fore has trading in there job of some sort. But if they are trained well they should now what to do. I get that some maybe slow in learning I know I am. But that is were management comes in to train people on this stuff.

[FlyingB]

In August I called Fitbit with a problem with my Sense 2 band that would no longer stay attached to the frame of the watch. I tried multiple bands. They were helpful and sent me a replacement Sense 2. When the replacement arrived it would not connect to the app or my phone. So, I called Fitbit tech support and they walked me through steps for over an hour with no luck. They asked me to send the replacement back and told me another one would be sent as soon as they received it. They received the replacement on August 29th and have not sent me another replacement. Today I made my fourth call to Fitbit support to find out when they’re going to send me another Sense 2. All I get is the run around and placed on hold to listen to that terrible music. The support person couldn’t give me any answers, so I asked for a supervisor. The supervisor says it has been ordered but delayed because Google has put a new ordering system in.
I’ve been three weeks without a Sense 2 on my wrist and really am getting pissed off with their customer support that is overseas somewhere. 
I have no idea when I’m going to receive a replacement and nobody can tell me real reason why. 
Looks like I’m going to have to start writing letters to two CEOs (Fitbit and Google’s) about how poorly they run their customer service. I probably won’t get any response and may have to take to social media with a truthful video of how their customer service support has failed me. 
When Fitbit customers pay several hundred dollars to purchase a product they should stand behind it with good support. 
I may have to go back to a good ole Timex. After all, Timex takes licking and keeps on ticking!

Moderator edit:  updated subject for clarity