Fitbit Sense and Poor Customer Service

[trin8i]

Be very wary of purchasing a new Sense. I bought mine on March 1st and within a few weeks the display froze and then switched to an endless reboot loop of turning off and restarting.  Looking it up, this seems to be a known issue.  I contacted customer service and after a ridiculous series of troubleshooting steps I was (accidentally?) hung up on.  I called back and was forced to repeat all of the same steps.  Ultimately, the only option I was offered was a return shipping label and a vague impression that the watch would maybe be replaced, despite being clearly in my warranty window.  I was also promised my case would be escalated and that someone would contact me.  It never happened.  

I’ve been a loyal Fitbit customer for years. Every member of my family has a device and we’ve never had problems with having defective devices replaced immediately.  Apparently I was given the slowest return shipping option possible because when I called today, the customer service rep said it won’t be arriving until 4/8.  I shipped it back a week ago.  They then stated the warehouse needs an additional 5 business days, after receiving it, to notify the team that will replace it that it was received.  This watch is a very important part of my therapy/healing/grieving process after losing my husband at a young age, this year.  I asked to escalate the call and the supervisor I was transferred to was incredibly condescending and I left the call in tears.  

[Guy_]

Hi @trin8i - sorry for your tragic loss and lack of understanding by customer service. call back again and insist they send you an immediate replacement. They don't need the broken watch to replace it, as they can see it's not working.

[trin8i]

I appreciate that.  Thank you.  I’ve called on four separate occasions and escalated to a supervisor.  No one seems concerned with assisting.  

[danig8]

I am sorry for your loss.   

My Sense story is very much like yours.  After 1 month of being in transit and still not arriving, Fitbit finally did send me a replacement for my Sense which failed after only a few weeks of use.   I did not get the first replacement because it was damaged by Fedex after being in transit for 2 weeks.  The second replacement arrived in one piece a few weeks later.  The original return STILL has not arrived at Fitbit's warehouse, despite being in transit now for about 3 months.    So keep asking for them to send you one, and don't just wait until the returns arrives - I am not convinced mine ever will.

I did not call, by the way - I used the chat function.   The conversations are logged, which might help to avoid getting someone who is condescending