Feedback about Sense replacement options

[Richieredz]

Hi,

I'm growing increasingly frustrated at the lack of a clear path for escalation for my issue.

I have a Fitbit sense just about a year now and it has broken. I went through trouble shooting to try and fix it and was told it needed to be replaced. Fair enough and as always I found the process of dealing with Fitbit support to this point extremely good.

The issue started then yesterday via email. I was informed they no longer have stock for the black Fitbit sense and it wouldn't be restocked so the only option would be the gold Fitbit sense. I'm not one to be fussy on colour or anything but the gold Fitbit is clearly advertised towards woman. My wife actually has one. So it isn't a suitable replacement for me to run around wearing a woman's watch in place of my current one.

I've been told that's pretty much my only option. There is no official complaints department, there is no ombudsman to escalate to. I was told via email there is no manager to escalate to but via web chat I've been told they can send it to their manager but lack of stock can't be resolved by a manager. 

My only other option is to pay more money to upgrade to another Fitbit. I refuse this option because a brand new Fitbit shouldn't only last 1 year. I shouldn't need to pay more annually to keep a functioning device. If they can't fulfill the replacement required then it is their responsibility to offer a solution but instead I'm being told take it or leave it. 

I was directed here as their complaints process which seems strange to me as this is a community but in the chance that this is the path I'm hoping someone can help?

Moderator Edit: Clarified subject

[NellyG]

Hi @Richieredz The forums will only give you an avenue to express your dissatisfaction, but has nothing to do with the replacement process. You options are what Support has told you. I have a black Sense and a gold Sense 2 and like the look of both, tho I do probably prefer the black. Iam a woman but I think either look good on men or women. You can buy a different, more masculine looking band if you feel the gold is too girly to dress it down a bit. I am sorry you are in a position where you are not happy with the outcome, but personally Id take thegold one offered as a working watch is better than no watch. Good luck on what you decide