Sense 2 replacement package arrived damaged

[Shutter_Maven]

The metal strips fell off my Sense 2 after owning it for 8 months. Fitbit replaced it with a refubished unit that lost the metal strips after 7 months. Since the warranty on the first unit was 12 months, and applied to the second unt, they couldn't fix/replace it on that warranty. So, Fitbit gave me a 35% off coupon to buy another one. I'm not excited about learning a whole new system, so I went for it. The new unit just arrived in VERY damaged packaging. I'm not even sure if this unit is new or refurbished. I'm getting fed up enough with this poor workmanship and service that I'm going to start learning about other systems. Anyone have suggestions?

Moderator Edit: Clarified subject

[Guy_]

Hi @Shutter_Maven - if you are unhappy with the watch Fitbit have a 45 day refund policy or possibly authorised dealers too, some stores provide 14 to 30 day refunds.

This will give you options on what to do next.

You can still use many of the functions on the watch without the strips, or glue them on for comfort but avoid contact with water.

[Shutter_Maven]

Thanks Guy. If I do return it, any suggestions on what system to go with in place of Google/Fitbit. Especially since I just read that in June they're planning to discontinue supporting third party apps and clockfaces. 

[LZeeW]

@Shutter_Maven   Despite its beat up appearance, a new Sense 2 box comes sealed at the bottom and you must pull a perforated strip to open it.  Was your box sealed?  Also, to the best of my knowledge, a refurbished Fitbit that is sent as a replacement is only the pebble in a flat, sealed package.  No box, charger, or strap.

Clock face and app removal only applies to the EU.  Help page 

[Shutter_Maven]

Thanks LZeeW. That's good to know. No, it was not sealed. It does have a charger and extra strap. I'll contact Fitbit again and let them know that the box was not sealed.

[Guy_]

Thanks @Shutter_Maven - it's true Google has gradually been removing stuff from it watches since it took over Fitbit which means they are far less competitive than the competition. Even the Sense 2 doesn't have all the features of a Sense.

If you want decent battery life Garmin seems to provide some good results. It's a matter of doing good research to find the best solution for your needs.

[Shutter_Maven]

Appreciate the recommendation, Guy. I'll be looking into Garmin.

[LizzyFitbit]

Hi there, @Shutter_Maven and @Guy_. @LZeeW Thanks for your great help!

@Shutter_Maven Thank you for providing detailed information and sharing a picture of your package. I apologize for the inconvenience this has caused and understand your concern.

To help you out, I have requested a new case and our Support team can evaluate what can be done for you. They will send you an email with more information, so please keep an eye on your inbox.

[Shutter_Maven]

Thanks LizzyFitbit. I'll keep my eye open for it.

[LizzyFitbit]

Hi there, @Shutter_Maven.

You're welcome, and thanks for your patience. I'm sure our team will continue helping you with this matter.

In the meantime, let me invite you to visit our Health & Wellness board where you can make new friends, start your own topics and find inspiring stories. Have a good one!