Fitbit replacement a month late

[Emmad034]

I was sent a Fitbit sense replacement over a month ago, it was a week late so I contacted Fitbit and they sent another one, 3 weeks later I still have no Fitbit replacement. Everyone I talk to tells me that they will ‘escalate’ my case and someone will contact me via email.. I have done this 3 times and no one has contacted me!!! 

[Gr4ndp4]

Hi, @Emmad034 , welcome to the community, I recommend you call "Customer Support" again, using the chat facility or phone for a prompt response. It would probably help if you made a note of your previous contact with them (dates & times) before you call them.

I hope this helps.

Cheers

[Emmad034]

I have done this, I got speaking to supervisor who said he would send my Fitbit replacement with a tracked courier and I would have it in 2 working days… that was 5 days ago! Who can I speak to to get this sorted? Fitbit has tried to send me a replacement THREE times surely there is something else that can be done? 

[JuanFitbit]

@Gr4ndp4 , Thank you for your help and for sharing the link for Support. 

@Emmad034 , A warm welcome to the Community! Thank you for taking the time to contact Support. 

After an order is placed, you should have received an email confirming it with a tracking number. You can click on it an verify how the order is doing. 

Depending on the delivery service or availability orders may take longer as normal. 
If you didn't receive the tracking link, or don't have access to it, please contact our team again, so that they can verify it for you .

Hope you 'll get your replacement soon

[Emmad034]

I have a link to my replacement but it has not been updated please help me.

Emma

Sent from my iPhone

[JuanFitbit]

@Emmad034 , Thank you for your reply and confirming that you got the link to track your package. 

As this information is also linked to your personal info (address, name, etc) and case, I do not have access to it, and cannot publish it here. 
Our Support team, will be glad to lend you a hand to have a look into the tracking information.

If the shipping service already has your package, they are the ones, that may know why the delay occurs. 
If that is the case, depends on them why the shipment when your package will be delivered. 

I suggest you eiter to chat with our team or call them again, verify your personal information, and check the information of your packages again. 
I hope you get your replacement soon. 
 

[Emmad034]

Hi can you please send me an email address so I can contact someone. This is the 3rd fitbit replacement that has been sent and once again it is late and there is no update on where it is.

Thank,
Emma

Sent from my iPhone

[Gr4ndp4]

Hi, @Emmad034, I think your way forward is to talk to "Customer Support" again (using the chat facility or phone for a prompt response - email is very slow) as advised by @JuanFitbit. As you have a tracking number your package is in the hands of the shipping service and you can track the package, I know, however, they often do not update the information promptly. We are all used to Amazon-type deliveries but this is not the same.

I hope this helps.

Cheers

[Emmad034]

I have been specking to Fitbit support at least 10 times and I keep getting the same response. They say they will escalate my case and I will receive an email and I am yet to receive an email. Anyone on the support is unable to help with my case this is why I think I need to speak to someone else.

Sent from my iPhone

[JuanFitbit]

@Gr4ndp4 , Thank you for your comment and help. 

@Emmad034 , Thank you again for reaching out and your feedback. 

If you feel that the team member couldn't help you further, you can ask on the call or chat to be transferred.
Believe me that all our team members are willing to help as far as they can.
 In the Community, to respect your privacy, we cannot and will not post any personal information, as the threads/boards are public for anyone to see.

Hope this gets resolved soon.