Haven't received replacement for Sense

[Gillian4019]

I sent my fitbit sense back on the 4th August 

They received it on 8th August 

Received an email asking for my name and address on the 11th August and received nothing since. I need some information from them to say when they will be sending my replacement back to me

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Gillian4019  Fitbit will email you when your replacement ships. Once it's been received, the warehouse verifies that you sent the requested pieces back. We on the forums don't know the exact procedures, but from posts by Fitbit Moderators, you will be contacted by Fitbit.

[Gillian4019]

It's the waiting for them to get back to me is doing my head in

[Odyssey13]

Ah @Gillian4019  I'm not the most patient person at times myself. When your replacement arrives, set it up as a new device on an existing account so your history will be there to continue the journey.

[Gillian4019]

I also got told every time that I contacted them through their chat I would
get put back of the cue to be sorted out, don't know how much of it is true

[Odyssey13]

@Gillian4019  it probably is true. Years ago on the forums, we were told each time we emailed that it put us at the end of the queue as though it was a new inquiry, so it makes sense that chat sees it the same way.

[Gillian4019]

It's stupid way of working as it's not a new claim 

[Gillian4019]

I still haven't heard anything from fitbit about my replacement watch I
returned it on Friday 4th August they received it on Tuesday 8th August and
they haven't even acknowledged it. Not even been in touch with me don't
know what to do

[DCP62000]

I've contacted them 4 times and they just keep escalating but no one seems to know anything in chat support and it's frustrating. I've not heard anything FROM them and they confirmed they received my sense Aug 2

[LizzyFitbit]

@Gillian4019 and @DCP62000 Welcome to the community forums. @Odyssey13 Thanks for your help!

@Gillian4019 and @DCP62000 Thanks for the detailed information and your patience through this process. I understand how you're feeling and I apologize for this experience. Please know your feedback is appreciated and it'll help us to evaluate our procedures, as well as improve our services.

Because you have cases created, I've forwarded your posts with our Support team so they can look into your details and provide you with further assistance. Let's keep an open communication with them, you'll receive an email with more information.

[Gillian4019]

So what happens now. I emailed fitbit yesterday (Saturday)and still haven't heard back from them and starting to have no faith in them at all. I got the email address from the chat line which ain't much use as I don't get very far 

[DCP62000]

Thank you - finally heard back yesterday - hoping this is the push that was needed to get my replacement. It's difficult when you're following a program to be without it so long. 

truly hope they take steps to improve this process 

[Gillian4019]

I'm so glad that you have heard something back from fitbit. Just wish that they'd contact me as it's really starting to affect my work and mental health 

[LizzyFitbit]

Hi there, @Gillian4019 and @DCP62000.

@Gillian4019 I understand where you're coming from and I'm sorry for this inconvenience. I've shared your posts with them one more time so they can look in to your case and help you with this matter. You'll receive an email with more information, please keep a closer eye on your inbox.

@DCP62000 Thanks for keeping me posted. I'm glad you've received a response from our team and please reply back to them for any questions related to your order.

[DCP62000]

Thank you Lizzie  - @Gillian4019 Gillian things have moved quite quickly now that Lizzie is involved so hopefully you get resolution soon!

[Gillian4019]

Thank you lizzy for your help I received an email saying to allow 3 to 5 working days for them to process my order. But at the bottom of the email it says ' if you're charged for custom fees, provide a copy of your purchase receipt or invoice showing the customs fees you paid'. Last time I wasn't charged for customs fees should I be charged this time. Please help me as I am worried about it

[Gillian4019]

Do you think that I will get charged for it going through customs as this is the second one that I am having replaced and wasn't charged 1st time 

[LizzyFitbit]

Hi there @DCP62000 and @Gillian4019.

You're very welcome, and thanks for your kind words. I hope to see both of you back on track crushing your goals soon!

@Gillian4019 About your question, while you might not be charged, our team provides this warning to foresee any possible charge. If you have any questions about your order, my best advice is to reply back to them via email.

[Gillian4019]

My replacement watch arrived today so pleased but I had to wait over 2 weeks for it to be sorted

out.

There was a lot of getting in touch with fitbit and getting no where.

[Helganator]

I sent my Fitbit in mid July and then they said they got it on August 3rd and asked me to confirm my address then. I replied the same day, and haven’t heard anything for 20 days. Oof