Warranty Replacement turnaround

[somanyusernames]

So I have a sense 2, still in warranty that has been erratic and had several intermittent faults or inconsistencies causing me to lose trust in the device and, finally, after several resets, I've been told I can have a replacement.  That's great however I have to send my current one in and they have to receive it before the replacement will be despatched.  I have no spare.  I rely on my device, even working as it is and the thought of all that exercise going completely untracked and not being able to understand my calorie burn is not okay, I'm really really really unhappy at being without it but Fitbit won't budge as apparently that is policy, and it's not just a few days but 5-7 business days after they receive my current device, that could add up to 2 weeks without it which really seems so unnecessary.  I have seen others on forums seem to have been sent replacements out straight away so I'm not sure it is company policy and I'm wondering what others experience was with this, did you have to send your old one in?  If so, what was the turnaround? I'm in the UK

I've generally been really disappointed in the service with these recent issues.  I've had a Fitbit for 6 years and have always been impressed before, I've never considered a change in brand however this time, there is no joining up the dots with previous communications, it's so hard to get anything out of them other than standard replies or please reset your device, even when you tell them you've done this several times and now this having to be without during the replacement process.  Feeling very disillusioned really and so close to trying a different brand yet still seem to have some misdirected loyalty I can't quite shake, I guess I do still like the device (assuming the next one works better) and the app, it's just the customer service in struggling with. 

[Odyssey13]

Hi @somanyusernames  while you're without your Fitbit, use the phone as your device - click to learn more

[somanyusernames]

Thank you, it's a good idea in principle and would help a little, but I do several exercise classes and swimming/pool exercise which I can't use my phone for, it won't track my heart rate etc to track calorie burn etc which I rely on to manage my diet. It probably also doesn't bode well that "find my phone" is up there as a well used feature for me on the watch! 🤦🏽‍:female_sign: