Sense 2 replacement is locked

[bestlife78]

I received my refurbished replacement Sense 2 and upon trying to set up the device it says this:

” This device has been locked and cannot be paired. This may happen if a device is reported lost or if a warranty replacement has been issued. If you believe this is in error contact support “

I contacted fit bit support and they did not know how to fix it so they suggest I send it back. I’ve already waited three weeks for a replacement… so frustrating! 

Does anyone know how to fix this?

Moderator Edit: Clarified subject

[Guy_]

Hi @bestlife78 - a watch can be disabled by Fitbit - in which case they should be able to re-enable it remotely, especially as they sent it to you and it should be working, after it already took so long.

Contact them again and insist they enable it or send you an immediate replacement, as they know it was their mistake in sending you a non functional watch as a replacement.

[bestlife78]

Thanks for the response and information! I tried to do that but the customer service representative I spoke to said he did not know how to fix it and he asked every other person in his department and no one knew how. I also asked if there was a manager available and he said there wasn’t one working.

He said he would escalate this to a different department and they would reach out via e-mail. Which in my opinion is ridiculous! It’s a fit bit device, their technical support should be able to fix it.

I then received an email from the escalated support and they asked me to return the Sense 2 to verify my warranty status… what?!?!? Even more ridiculous as this is a warranty replacement ( they sent me) to replacement my defective Sense 2. I’m hoping someone who can help will see this! This company is really going down hill!

Sent from my iPhone

[Guy_]

@bestlife78 - this isn't the experience you should be getting and I have escalated it to a moderator. Hopefully a good resolution soon.

[LizzyFitbit]

Hi there, @bestlife78. @Guy_ Thanks for the heads up and your great help.

@bestlife78 Thanks for the detailed information and the time taken while contacting our Support team. I understand your point of view and I'm sorry for the inconvenience with your Sense 2. This is definitely not the experience that we want you to have and I appreciate your feedback as it'll help us to work, as well as prevent this type of experience from happening again.

While I don't have access to your case, I've forwarded your posts so our team can review your details and evaluate what can be done to bring you back on track. They'll get in touch with you via email, so please keep an open communication with them.

[bestlife78]

Lizzy,

Thanks for stepping in and your help! I really hope I get some help soon and this can be resolved. This has been an awful experience!

Sent from my iPhone

[LizzyFitbit]

Hi there, @bestlife78.

You're welcome, thanks to you for your continued feedback. I'm sure our team will continue working on this matter, so please be sure to follow their instructions and stay in touch with them. I hope we can get you back on track soon.

[bestlife78]

Hi Lizzy,

Unfortunately… the issue is still not resolved and upon contacting Fitbit tech support they had no employees that had the knowledge to be able to fix the issue of the Fitbit being locked or disabled. I’ve been asked to send the Sense 2 back via mail and I’m thoroughly disgusted!

This entire process has made me completely loose faith in the FitBit brand. Their customer service is not knowledgeable enough to be able to help or support their user base and they don’t care if they inconvenience their users.

I have now been without my Sense 2 for over a month due to a defect in the Fitbit product, the terrible and unacceptable customer service and lack of knowledgeable technical support. Not my fault or issue and I shouldn’t have to be the victim .

I’ve replied to customer service and told them it’s unacceptable for me to have to send my Sense 2 back ( and wait) in order to receive a new one but I have no confidence they’ll even reply …

The whole “ FitBit “ brand is going down the toilet and it’s very sad!


Joshua


Sent from my iPhone

[LizzyFitbit]

Hi there, @bestlife78.

Thanks for keeping me posted. I definitely understand how you're feeling and I apologize for this situation you're going through. Every feedback we receive from our members helps us to improve our services, and yours is truly appreciated.

I've shared your details one more time with our team so they can look into your case and see what can be done to bring you back on track. Please keep a closer eye to your inbox as they'll provide you with more information via email.

[bestlife78]

I have no confidence anyone will reply to me email as no one has so far… and I’m even less confident the solution will be one that’s satisfactory and that makes up for what I’ve been through.

Sent from my iPhone

[LizzyFitbit]

Hi there, @bestlife78.

I totally understand where you're coming from and thanks for taking the time to share your feedback. I went ahead and forwarded all your posts so you can receive an update about this situation as soon as possible. Please keep an open communication with our team as I'm sure they'll be able to provide you with more information about your case.

[bestlife78]

Still nothing Lizzy….

Sent from my iPhone

[LizzyFitbit]

Hi there, @bestlife78.

Thanks for keeping me posted. While checking your details, I noticed our team sent you an email with more information about your Sense 2. Because they have access to your case, my best advice is to keep an open communication with them as I'm sure they'll continue helping you via email.

[bestlife78]

Lizzy,

It’s been well over 5 days and still nothing on the replacement Sense 2!

Joshua

Sent from my iPhone

[LizzyFitbit]

Hi there, @bestlife78.

Thanks for sharing this update, and I'm sorry your replacement hasn't arrived yet. While I don't have access to your case, I've forwarded your post so our Support team can look into this. My best advice is to reply back to them in order to receive more information about your case, as well as your order.

[bestlife78]

Lizzy,

I’ve done that many times without help , resolution or in most instances responses. This time I contacted via phone and after a lengthy wait and phone conversation with a less than helpful representative I was told someone would contact me.

The email I received said

“ we are experiencing shipping delays and will let you know when your order ships”

I’ve already waited and been without my Sense 2 for over a month! This is unacceptable and Fit Bit should be mailing me a brand new one.

If there is any way you can intervene, please do… I really feel after what I’ve been through this situation is hopeless.

Joshua

Sent from my iPhone

[Jennygirl_2784]

I am going through something very similar. Did you ever get an answer? They are giving me the run around. So my mom gave me her sense 2 and after a week it fell and broke the screen. This was in may. I then requested and looked into if Fitbit had a warranty or replacement. Never heard anything so made it seem like they didn’t. I went out on May 12 and purchased my own Fitbit sense 2 at Best Buy and connected everything just fine. Then I get an email around August about a replacement and it’s delayed.  Had no idea what this was. Fast forward to 2 weeks ago I purchased a new iPhone and now trying to pair my purchased Fitbit I’m getting the same error saying it’s locked due to a replacement. I’m so frustrated and confused and Fitbit and google have been giving me the run around. I just want my send 2 unlocked so I can pair it. It’s ridiculous!!

[bestlife78]

Hi,

I’m sorry you’re going through this!! I know first hand how frustrating it is because I went through it for over 3 months! I do know they are unable to unlock the device without it being in their presence. So you have to send it back to them.

Since google bought the company their Technical / customer service support is useless. They are not training them and they don’t know how to do anything but read from a script. When it gets to hard they just tell you they’ll have to escalate the issue and that you’ll get contacted via email.

Then you wait and the email never comes. I had to keep calling and calling and after 3.5 months and a dozen calls I actually got a representative that issued me a replacement.

Keep trying to contact the warranty department. Tell them you want the Sense replaced under warranty due to it being locked. Make sure you call support on the phone. The chat is even more useless! Good luck and keep me posted! I’m glad to help however I can!

Take care!
Sent from my iPhone