Received refurbished Sense 2 as replacement

[Marifit]

I bought a brandnew Sense 2 directly from Fitbit. After a week it stopped working (big red X). I requested a replacement and sent it in. I received a replacement Sense2 that was refurbished (no box). This one was erratically working from the first moment on and stopped syncing and could not be paired with bluetooth at the evening of the first day.

Fitbit's warranty policy says that they can replace a new Fitbit with a refurbished one. I find this policy utterly ridiculous.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Marifit   this is from a Fitbit Moderator: "If you received a refurbished product as a replacement, please know that it has been verified by our team. 

Mostly these are  products that are returned because the users don't like the color, chose the wrong model or size "

[LokeAa]

Did you read @Marifit post at all? Do you think "your team" did a good job verifying a returned device before shipping it to another customer?

[Odyssey13]

@LokeAa  it's not my team. I just use Fitbit products. 

[Marifit]

Hi, obviously, the replacement Sense I received was not verified. Otherwise it would not have lost the Bluetooth connection on the first day never to regain it. I have purchased my first Fitbit in August 2013 and have been a user ever since, using many different models. Never have I had such a bad experience as now with this one.  

[Odyssey13]

@Marifit  I've asked a Fitbit Moderator to stop by to address this with you.

[Marifit]

Thank you. Not happened so far. I clicked on a replacement email and the automated reply says one was sent. Not yet received. Will keep you posted. so far still on my old Versa2.

I have been on Fitbit since August 2013. Never had a problem like this. 

[LizzyFitbit]

Welcome to the Community, @Marifit. @Odyssey13 and @LokeAa Thanks for the details and heads up!

@Marifit Thanks for the detailed information, as well as sharing your feedback. Before anything else, let me share that depending on available inventory and based on our Warranty Policy, our team might send a factory-certified refurbished product as a replacement. These are typically products that were returned to Fitbit unused, and were tested and determined to work like new.

That being said, I understand your point of view as your replacement isn't working correctly and I apologize for this experience. Because you already have a case created, I've forwarded your posts so our Support team can check your details and provide you with further assistance. Please keep an eye on your inbox, they'll get in touch with you via email.