Sense 2 bundle purchase not being honored

[foresthiker]

Trying to help my sister resolve an issue with the order she placed for her Sense 2 yesterday. She paid for the added bundle of sport watch, 1 year Premium and the 2 year protection plan as advertised on the Fitbit website. She received a notice that the protection plan part of the order was cancelled. Customer service says they don’t know why that part was cancelled and she can just buy it again when she sets up her device. They said they could give her a discount after she purchases it (again!), but would not say how much the discount would be.  So heads up, that particular bundle and pricing are not being honored when purchased. Very false advertising in our opinion!!

[LizzyFitbit]

Hi there, @foresthiker.

Thanks for the detailed information, and your efforts while contacting our Support team. I understand where you're coming from and I'm sorry for this inconvenience. This isn't the type of experience that we want you or your sister to have, and please know we'll work on our services to improve them and prevent this from happening again.

While I don't have access to your sister's case, my best advice is to keep an open communication with our team so they can provide her with more information about how she can get the Protection Plan as part of the bundle. You can always start a new interaction via chat or phone by clicking here.

[foresthiker]

Thanks you. She is working with support and has this partially resolved.

Nancy

[LizzyFitbit]

Hi there, @foresthiker.

You're welcome! I'm glad she's receiving help and please ask her to follow up with her email case to receive more instructions. Have a good one.