help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Feedback about the return process to replace Sense

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎05-06-2022 07:04 - last edited on ‎05-06-2022 13:20 by Fitbit Moderator

‎05-06-2022 07:04 - last edited on ‎05-06-2022 13:20 by Fitbit Moderator

I am so frustrated! My Sense stopped charging. The cable still worked, but the watch wouldn't charge. (I tried for a few weeks to get it to work.) Fitbit agreed to replace it and gave me a return label. I sent it in the next day. After 2 weeks of not hearing anything, I chatted with support and was told it would be arriving yesterday (May 5) and I was given a FedEx tracking number. It didn't arrive yesterday, so I connected support again. It turns out that the tracking number the other person gave me was for my broken watch - not the replacement. It still hasn't arrived at Fitbit yet after 2 weeks and now the tracking site says it has no delivery date. 😞
Since it's still under warranty, and they know it's on its way, I asked if they could just send me the new one now. The support rep basically said "Sorry, no" and cut off the chat. 
I rarely complain, but this really bothers me. Dealing with this broken product and then being written off is frustrating as hell. I'm lost without my watch. I need it for work and I'm missing meetings because I don't have it. 
Just needed to vent. Thanks.FitBit-Chat.PNG

Moderator Edit: Clarified subject

Best Answer
1 REPLY 1

‎05-06-2022 14:00 - last edited on ‎05-29-2024 07:50 by Fitbit Moderator

‎05-06-2022 14:00 - last edited on ‎05-29-2024 07:50 by Fitbit Moderator

Hi there, @jacrispy.

Thanks for the detailed information, and the screenshot provided. Let me share our Support team will handle your case based on our Warranty Policy, and for this reason they'll proceed with your replacement once it's confirmed the return of your Sense. I understand how you're feeling and apologize for the inconvenience caused by your watch's behavior, as well as this process. Every feedback shared by our members helps us to evaluate our procedures, and improve our services. Your feedback is appreciated and please know it'll be passed along to our team so they can have it on hand.

To receive more updates or details about your case, my best advice is to reply back to your email case or start a new interaction with them. You can either chat with us online or give us a call by clicking here to get connected.

Best Answer
0 Votes