Sense 2 won't be covered by warranty policy

[Leyfit]

Fitbit is the worst. Google must be actively trying to destroy it. My SENSE 2 metal sensor at the back of the watch fell off. It is within the warranty period but they would not replace it because I am now living in the Philippines and t is not covered as Fitbit Philippines closed. However, I bought my sense 2 from BestBuy Canada. Still they would not allow it to fall within the Canadian warranty even when I offer to send it there as I still have a Canadian address.

Moderator Edit: Clarified subject

[Julia_G]

Hi, @Leyfit , do you have a friend in Canada who can help you?  Send it to your friend and get your friend to make a claim.  (Your friend will probably need to set up a Fitbit account and if possible register the faulty Sense in their name - but if not possible due to the Sense being broken it still should be possible.) Make sure your friend has the receipt from Best Buy Canada.  

Alternatively Best Buy may be able to help you if you get in touch with them.

[LizzyFitbit · Accepted solution]

Hi there, @Leyfit. @Julia_G Thanks for your help!

@Leyfit Thanks for the detailed information, and the time taken while contacting our Support team. I'm sorry you're going through this situation. To assist you further, I have taken the liberty of forwarding your posts to our Support team. They will thoroughly review your case and provide you with more information as soon as possible. Please keep an eye on your inbox, as you will receive an email from them shortly.

[Zze]

What was the outcome of this?  Are Fitbit going to honour their warranty obligations or not?

[Leyfit]

They have now contacted me and since there is no service center to send my broken Sense 2 where I live, they will deactivate my Sense 2 and issue a refund via paypal.

[Leyfit]

This was what I was thinking. Fitbit customer service reached out to me (a different agent) and offered a refund instead so I do not have to send the fitbit to Canada. They will just deactivate my watch when the refund is processed. 

The initial agent on chat was very unhelpful but this new agent who reached me via email is efficient. So Yay!

[Julia_G]

Excellent result!

[Furreedan]

Can anyone help as the Fitbit centre don’t want to and address the issue

[LizzyFitbit]

Hi everyone, and welcome to our new members.

@Leyfit as our friend @Julia_G mentioned, I'm also happy that you received a resolution and I appreciate your feedback regarding our services. Rest assured that we'll keep improving. 

@Zze Thanks for joining this thread. I went ahead to check your details and I noticed that you already have a case created. I'm glad you're in touch with our Support team and please make sure to reply back to them if you have any other questions.

@Furreedan I'm sorry for the inconvenience experienced. I understand your concern and just to confirm, did the metal pieces of your Sense 2 fall off? If so, I'd like to get you connected with our team so they can help you out. I’m sharing a link to a form for you to fill out so we can look into this further. Please note this form is only meant for you to use, so let me know once you’re done.

[Furreedan]

I had problem with my fist fit bit shopped worked this one started flickering in may I called but they could not help me I emailed without any support.Anyway I got through to some who helped changing the face to the Fitbit that had not worked as it is still flickering.
I am so disappointed that once the warranty finished if if the Fitbit started playing up before the warranty finished in June no one was there to help.so it was faulty from the beginning and this one too but there is no help so off putting if u buy something it must have a lifeline for more than the warranty covers. I am so disappointed and hope this could be resolved soon. Thanks .
Mrs h Furreedan
Sent from my iPhone

[Leyfit]

They did eventually. I got a full refund. Customer service reached out to me after this post.

[Furreedan]

I am wring to you as my Fitbit is not given me the service I am suppose to have now it packed up . Flickering not working I have always had problem with time from the Begining.i would appreciate if some one would help me on the issue as I am Fed up but need help or replacement .waiting for a response or help if u look on the history it’s always not worked and I had to call or chat up for help. I am waiting to hear from gfitbit either a replacement repair or refund my money. Thankyou
Sent from my iPhone

[LizzyFitbit]

Hi there, @Furreedan and @Leyfit.

@Furreedan Thanks for the additional information, and the time taken to share your feedback. I'd like to help you out with this situation, and for that reason I shared with you a link to a form in my previous post. Please fill out that form as this will help us to gather the necessary information to follow up your case. I’ll keep an eye out for your response specifically, so please let me know once you’ve filled it out

@Leyfit Thanks for the update. I'm glad that you received assistance and I wish you a great rest of the week!