Experience when returning Sense using a return label

[VtPicker]

Fitbit Sense wasn't functioning properly and could not get any useful help from support. Finally a supervisor intervened after I messaged I was going to call and ask to speak to a supervisor. to make the story short I was sent a return label and sent it to the Post Office 06/12/2021 and later got a tracking number with a message that delivery is expected 06/28/2021. Today is 6 July and it is still in transit now in Yuma AZ. So it went from Calif. to AZ for delivery to Calif. Unbelievable, Pony Express would've been much quicker. Totally laughable but expected from Fitbit's lack of service and good customer relations!

Moderator Edit: Clarified subject

[Odyssey13]

Hi @VtPicker  sounds like a problem with the USPS and their slow handling of your Fitbit. Once it's out of your hands and with the postal service, there isn't anything Fitbit can do to hurry it along. The post office has hubs where mail is sent and often it makes no sense. A post office ten miles away sends their outgoing mail to a service center three hours away, just to rescan it and send it back my direction. Mail is taking longer these days for everyone. Fitbit customer service is not to blame for the lack of speed from the post office. You got a supervisor involved, so I'd consider that useful help. 

[VtPicker]

Wrong it was FedEx as the delivery service so your answer is in error and you must be a Fitbit influencer. You obviously didn’t read the complete question because it quite clearly states that the package started out at our local post office and then ended with FedEx. I ship via the post office quite frequently due to selling on eBay and don’t have these issues. Have had many issues with FedEx deliveries though. FedEx is by far the worst delivery service.

No need to reply since your views are slanted in favor of Fitbit

Sent from my iPhone

[lablover55]

That is why I insisted to support (after I pushed for a supervisor) that a replacement got sent first. The interesting part is that they did not want the defective watch back....

[VtPicker]

Sounds about right

Sent from my iPhone

[Odyssey13]

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@VtPicker wrote:

Fitbit Sense wasn't functioning properly and could not get any useful help from support. Finally a supervisor intervened after I messaged I was going to call and ask to speak to a supervisor. to make the story short I was sent a return label and sent it to the Post Office 06/12/2021 and later got a tracking number with a message that delivery is expected 06/28/2021. Today is 6 July and it is still in transit now in Yuma AZ. So it went from Calif. to AZ for delivery to Calif. Unbelievable, Pony Express would've been much quicker. Totally laughable but expected from Fitbit's lack of service and good customer relations!

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I'm sorry, but I didn't see and still don't see, any reference to FedEx in your original post. You mentioned the Pony Express though. Hope you soon get your replacement. Just set it up as a new device on an existing account.

@lablover55  sometimes they do ask for the return of these devices. Each case is determined individually.

[lablover55]

In all my years owning a fitbit, never have I have been required to return the one I had. Always a replacement has been sent. 

[VtPicker]

Yeah I tried to have Fitbit support do that but I couldn't get anywhere
with the generalized can replies. Finally after a couple months of reaching
out to support for a return a supervisor got involved but only after I said
I was going to call and speak to a real supervisor or manager. I have not
been at all impressed with the Fitbit Sense and especially with the lack of
credible support. Will not make the same mistake again this I can promise
you.

[JuanFitbit]

Hi @lablover55 , nice to see you around. Thank you for sharing your experiences. 

@Odyssey13 , nice to see you here. thank you for your help and information provided. 

@VtPicker , I'm glad to see you around! Thank you for sharing your experience and feedback. Please be asure that your comments don't go unnoticed. 

Independently if your original post mentioned any specific delivery service or not, I appreciate your feedback regarding the return process. 

Depending on the findings that Support gets from your device, they'll let you know if you need to send the Fitbit back or not. 

As Odyssey13 mentioned, the delivery of the returned item, depends on the shipping service provider.

As soon as it gets delivered to our warehouse, our team will scan it and confirm the delivery so that Support can continue supporting you. 

If I'm not wrong Support mentioned you that you'll be notify when they get it. Please keep an eye on your Inbox. 

Should you have any question regarding your case with Support you can always reply to the last message they send you and they gladly provide you more information. 

See you around