Brand new Sense failed, 4 weeks later no replacement

[danig8]

I got a Fitbit Sense as an early Christmas present after being a satisfied Fitbit user for 8 years.   On January 13th, it failed - stuck in a reboot loop on the Fitbit logo screen, just like others report.  It would still charge, but nothing worked to get it out of this loop.  I was told to send it back, and it went into the mail 4 weeks ago today.   My return has still not been received at the Fitbit warehouse in Calexico, CA.   After complaints on my side about how slow the process was, a replacement was set out on January 30.  That shipment was last seen 9 days ago.  When I called Fedex, they told me the shipment was lost and to contact the shipper (Fitbit) to get a replacement.  When I did that, I got a default response that my package was still in transit and that I should allow 5 business days after it arrives before the replacement would be processed.   

At this point, I really wish I could just have a refund, because I'm starting to lose hope that I will ever get a replacement.

Moral of the story:  Don't buy from fitbit.com.   If you really want a Sense, buy from somewhere that has a better return procedure.

[Odyssey13]

Hi @danig8 from reading your post, it seems the problem is the shipper, not Fitbit. All you can do is get with customer support and let them know what's going on. It is best to get any product locally, when possible, for easier returns or exchanges. Many go to Costco as they have a more generous return policy.