Haven't received information to replace Sense

[Nixie23]

Got in touch with fit bit support and they said they would be in touch “soon” with regards to a replacement because of charging issues. This was 2 weeks ago I have since sent multiple emails and direct messages via twitter and had no response how am I meant to get my replacement from them now if they don’t respond? Has anyone else had trouble with them? 

Moderator Edit: Clarified subject

[Clove6060]

Not sure if you saw these ways to contact. 
Usually a moderator on this forum will step in and contact support for a status and then with suggestions for you.

https://myhelp.fitbit.com/s/support?language=en_US

There are reports of good and bad experiences with support. Do a search and you see various outcomes. 

Good Luck and hope you get it resolved soon.

[Nixie23]

Hi thanks for the reply do you happen to know how and when a moderator would be able to step in?

i have direct messaged on twitter and had no reply emailed and phoned they keep saying someone will email you but it’s been over a month now with no Information about a replacement 

[Clove6060]

Send a mail message to Lizzyfitbit. 

she has helped others in the past.

[SunsetRunner]

Unfortunately, I doubt if you actually receive a replacement, because customer support has apparently been giving a lot of people the same response or a 35% off discount towards a new purchase. 

[Odyssey13]

Hi @Nixie23  I've asked a moderator to stop by to assist you with this issue.

[LizzyFitbit]

Hi everyone. @Clove6060 and @Odyssey13 Thanks for your great help!

@Nixie23 Thanks for the details provided and your efforts while contacting our Support team. This isn't the type of experience that we want you to have, and appreciate your feedback as it'll helps us to prevent this from happening again. Rest assured your comments haven't gone unnoticed. While I don't have access to your case, I've forwarded your posts to our team so they can review your details and get back to you soon.

@SunsetRunner Thanks for joining this thread. Let me explain that our Support team handles every case individually and based on our Warranty Policy. I understand where you're coming from and I'm sorry for this inconvenience. Because you already have a case created, I'd recommend keeping an open communication with our team in order to receive more details about their resolution. If you want to start a new interaction with them via chat or phone, just click here.

[Nixie23]

Hi Lizzie,

Thankyou very much for the response. It is understandably frustrating when an expensive appliance stops working after only a couple of months and a huge company like Fitbit just stop communicating after one email.  I have received an email from the community here saying they are reviewing my case I’m wondering if they would need my case number/screenshot of email from Fitbit support or would they be able to access that? Apologies for more questions and thanks again for stepping in for me. I really appreciate it the response 

[LizzyFitbit]

Welcome on board, @Eileenmu.

Thanks for your efforts while working on this, as well as sharing every step tried on your own. While this shouldn't have happened, I'm glad you sorted this out and I'm sure your post will help other members experiencing similar issues.

In case you have some spare time, I’d like to invite you to visit our Health & Wellness board where you will find great tips and encouragement from other members. Happy stepping!