Sense 2 not being replaced

[LG2020]

My Senes 2 stopped working at 355 days, just shy of one year. Customer service says they will send a replacement but nothing….no shipping notification email, have not received the replacement, nothing. And they keep providing a link for a chat that says “Chat support is currently not available”. Has anyone else had this problem since they are now google? 

[EstuardoFitbit · Accepted solution]

Hi, welcome to the Fitbit Community forums, @LG2020.

Thank you for sharing all these details about the inconvenience you've been having with your Sense 2 and for confirming that you already tried a few troubleshooting steps.

I've been informed that you were able to get in touch with the Customer Support team for further assistance with this. In this case, they will let you know how to proceed.

[LG2020]

 Contacted them again today and still no answers. It seems I would get much better support if I had everything migrated to google, otherwise they just can’t help. They keep providing links that either don’t work or require you to make a google account. I am so frustrated with this process. I loved my Sense 2, but I hate that it stopped working after only one year and I think I should have gotten the Apple Watch, but I was a loyal Fitbit user for years. But over a month to get any concrete info on a replacement is very poor customer service. This whole process is…..chasing away a good client. 

[EstuardoFitbit]

Hey there @LG2020, thanks for getting back to me.

I understand your frustration and I'm sorry to hear about the issues you've been facing with your Fitbit Sense 2. I can certainly understand why this would be disappointing, and I want to assure you that we value your loyalty as a long-time Fitbit user.

It's important to note that our support team is dedicated to assisting our customers and resolving any issues they may encounter.  

I'll send them a report emphasizing the fact that a resolution needs to be provided to you. I kindly request your patience in this matter.