Fitbit Sense warranty and the whole process is a freaking joke

[LCastillo1118]

I purchased my Fitbit Sense on New Years Day 2021. After the first few times charging it, I noticed that my battery wasn't holding the charge as long as it should. I chatted with Fitbit on 2/8/21 and was told to use a Fitbit clock face instead of my other downloaded one, that that can sometimes be the issue. Didn't help. I chatted them again on 3/2/21 and was told they would send me a prepaid label to send my device back for a replacement. I already was unhappy that this was the answer. That I'd have to be without my device for X amount of time. I wear mine all the time, to bed, use it as an alarm clock, every thing. I feel like Fitbit is a large enough company that they should be sending out the replacement first so the customer doesn't have to be without their device that they spent over $300 on! I mailed it back on 3/4/21. Chatted them on 3/11/21, they still hadn't received it, should be there 3/15. Chatted back on 3/18, still wasn't there, they should have it by the end of the day. Mind you, at this point I can't even track my own device with the tracking number from the label, it goes to something that says it was in transit to it's final destination. So I chatted again yesterday 3/23/21, they STILL HADN'T RECEIVED IT!! They said amazingly it just updated something on the tracking number that day so they aren't able to consider it lost in transit yet so they still can't issue me a replacement until they receive my device and that can I please "give them a little more patience?" Freaking ridiculous. Ridiculous that they are making the customer be without their device for this long for a battery issue that I HAD NO CONTROL OVER. That it's been an issue now for almost 2 months and it's been 3 weeks since I mailed it to them using THEIR label and they still haven't received it. Never will I ever buy another Fitbit device after this horrible customer service experience.

[Odyssey13]

Hi @LCastillo1118  the customer service isn't horrible, but it's the shipping problems that are the trouble. In the US, many shipping companies are struggling to get things done in a timely fashion. Fitbit may have given you the label, but the shipper is the one who is slowing down the process. If any company replaced an item without first receiving the item from the customer, what's to stop the customer from failing to send the old one back? Once your Sense arrives to the warehouse, they will need time to verify the RMA and make sure the package contains the device or components you were asked to return. This might take them some additional time from the day of delivery. Sorry this happened to you and hope your package gets to Fitbit soon. 

[LCastillo1118]

While I don't disagree with you about the shipping problems that are happening right now, I still think it's bad customer service to provide me a shipping label using a slow, ground delivery method (from FedEx: The shipper of this package chose FedEx Ground Economy, formerly known as FedEx SmartPost, as the shipment service; final delivery is handled by the U.S. Postal Service. Final delivery typically occurs between 2 and 7 business days.) as opposed to something that would get it to them sooner, so that I could have a replacement issued to me in the most timely manner. If they are going to have the policy that they have to receive the original device before sending a replacement then that is the LEAST they could do is provide a quick return shipping method. The argument of "If any company replaced an item without first receiving the item from the customer, what's to stop the customer from failing to send the old one back?" isn't really valid; there are plenty of companies that do, Amazon being one of them. Fitbit has my payment method on file, if they send me a replacement and I don't send mine back, they could charge me for it. Also, we're talking about a huge company, not a little mom-and-pop shop, while I'm an honest person and believe all people are good, not everyone is like that, so sure they may have people not send back their devices, but is that $300 really going to significantly hurt them? Doubtful. However, $300+ is a lot to me! So I'm quite frustrated that I've spent all this money on a device that I don't even have currently.

[JuanFitbit]

Hi @Odyssey13 ! Nice to see you around Thank you for the information provided. 

Hello @LCastillo1118 ! A warm welcome to the Community! Thank you for your feedback and for working with Support. 

As our friend Odyssey13 mentioned, a lot of mailing services are having issues with the delivery of products. I get where your frustration comes from. But be asure that as soon as our Team receives the item sent,  your case will be updated. 

I'll be glad to forward your feedback to the right department please know that our team strives to improve our products and services based on the feedback shared by our members. Be sure that your comments won't be taken for granted. 

I appreciate and thank you for your patience and understanding!