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Feedback about the replacement policy

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‎04-20-2022 10:04 - last edited on ‎04-24-2022 15:18 by Fitbit Moderator

‎04-20-2022 10:04 - last edited on ‎04-24-2022 15:18 by Fitbit Moderator

I purchased the sense in January 2022 by March the sense I had died. I contacted Fitbit support and after troubleshooting, they determined a replacement was warranted. They sent me the return label and instructions. They did inform me that they would not ship the replacement until they received the sense that had malfunctioned. They mentioned it normally was a 5 - 10 business day process. I did find that to be strange (especially in today’s time) but it was their policy. My grip with this policy is Fitbit offers no options for a replacement. Most companies will ship a replacement once they receive notification that the original product has been received by the mail carrier and is en route. Some companies will even place a hold on the customer’s credit card, send the replacement out immediately, and release the hold once the original device has been received. It has been 21 calendar days since the device was sent back and I have not received any replacement device. When I contact Fitbit, they say they see by the mail carrier that the device is en route but has not been updated in Fitbit warehouse. Because of this archaic policy, I have been without my watch for over 3 weeks and the whole reason why I like Fitbit (the features, challenges, etc.) I am unable to enjoy because Fitbit’s policy is dated and does not have the customers’ satisfaction in mind.

 

Moderator Edit: Clarified subject

Best Answer
1 REPLY 1

‎04-24-2022 15:40

‎04-24-2022 15:40

Welcome to the Community Forums, @huchris98.

 

Thanks for the detailed information, and your efforts while contacting our Support team. As you know, our team needs to confirm the return of your package before they can proceed with your replacement as part of our Warranty Policy. I understand where you're coming from about this matter and I'm sorry for any inconvenience this has caused. Every feedback shared in the forums helps us to improve our services, and your comments won't go unnoticed.

 

I went ahead to check your details and it seems our team already sent you an email with further instructions. Please make sure to check your inbox, spam or junk folders, and keep an open communication with them. I'm sure they'll continue helping you with your questions. In case you want to start a new interaction, you can click here to get connected with them via chat or phone.

Best Answer