Haven't received update about Sense replacement

[jclaudon]

After determining that my Sense needs to be replaced. Customer Support won't respond to my replies or questions.

Moderator Edit: Clarified subject

[Guy_]

HI @jclaudon - I have asked a moderator to follow up your case.

[jclaudon]

Too little too late! I sent them a follow-up question/comment on July 27th. Still haven't heard back. Just shows that Fitbit/Google only cares about the money and not their customers. I have sleep apnea and use my Sense to monitor my sleep and heart rate. I have been without it for a week now with no insight into when I'll get my replacement.

[LizzyFitbit]

@jclaudon Welcome on board. @Guy_ Thanks for the heads up!

Thanks for the details provided, and the time taken to share your feedback. Before anything else, let me clarify that @Guy_ is part of the Fitbit Community Council team who voluntarily help our members in the forums, and this is why they flagged your post to the moderation team so you can receive assistance.

Regarding your Sense, I've forwarded your posts to our Support team so they can look into your case and provide you with more information about the process. Because they have access to more tools, my best advice is to keep the communication with them. I hope we can get you back on track soon.

[jclaudon]

The moderator also changed my subject without my permission. It was originally "Customer Support doesn't respond."

[LizzyFitbit]

Hi there, @jclaudon.

Let me explain that the title of a thread can be changed by any moderator to better reflect your inquiry, and so other members can share their thoughts and suggestions. Nevertheless I appreciate your feedback and rest assured our Support team will provide you with more updates about your case, as well as the replacement process.

[LSilva99]

This is happening to me, too! The last response from Fitbit was on 7/22/23 asking me which color and style Sense I wanted for my replacement...then... crickets. I've emailed 4 times and even did a chat. The rep said she couldn't help me and that I'd be emailed by the appropriate department.  I told her they aren't responding so she said she was sorry but she'd ask them to prioritize it. Still NO response! My case began on 7/7/23, so going on a month now. ☹️

[LizzyFitbit]

Welcome on board, @LSilva99.

Thanks for the detailed information, and patience throughout this process. I understand how you're feeling and because you have a case created, I've shared your posts to our Support team so they can review and provide you with an update about this process. I'm sorry for this inconvenience and rest assured that you'll receive an email with more information, so please keep an eye on your inbox.

[n3v3rtool8]

Hey @jclaudon ,

I'm going through the same thing, and the only way I get responses, if I go through the chat to do a follow up, then I hear back.  I started my claim on July 18th, filled out the replacement offer, and things seemed to be going well...... and then it stopped. 

So I follow up again through chat then hear back a day later saying that they need additional information.  I sent that, re-read their email, then saw that the case number in the subject line had changed, so re-replied saying that the case number in the subject line is different.

I sat on it for a few days before going back on chat and tell them that the case number is different, but all they said is that that is normal because it is a different investigation......then again telling me to wait it out to hear back.  A day later, a repeat email came up asking for the same additional information.  I replied with the same email I initially wrote.

I used to be a technical customer representative so I find it really hard to believe that it is okay for the case number to change during the claim process until the issue has been resolved, then the number will change for a new claim......so I am pretty sure there are 2 cases being mixed up.

I am glad I downloaded a copy of the chat transcripts but I think I am going to cancel the request anyways.  I've been more than patient but time for a change with a different brand.

Good luck with your replacement @jclaudon !

[LizzyFitbit]

Welcome to the community, @n3v3rtool8.

Thanks for joining this thread and sharing your experience with your replacement Sense. I see your point of view and apologize for this situation, and the time this process has taken. Every feedback we receive from our members helps us to evaluate our procedures and improve them, your comments are truly appreciated and please know we'll keep working to prevent this type of experience from happening again.

I noticed our Support team sent you an email a few days ago with an update, and while I don't have access to your case, reply back to them in order to receive more information about this process.

[n3v3rtool8]

Hi @LizzyFitbit ,

I did check my emails and they did send me one with an update of a replacement Fitbit being shipped, but that was 8 hours after I wrote my reply. 

I am still bothered by its process for my replacement, especially the case number in the subject being changed.  I know I was told (plus I cannot prove they are telling me the truth) that it is normal for the case number to change, but I have convinced myself that it did have something to do the time it took for a replacement because of the emails that were sent confirming certain information that was not in sync with the account I was logged onto.

The other thing is 2 years ago, I went through the same thing but for my wife's Fitbit, but that transition took only 1 day.  Fast forward to now and somehow when I go through chat, I am confronted as my wife's name, logged on as me, yet I corrected them on the very first of 4 chats and on 2 emails that they requested correct information on......and still I am called my wife's name. 

Given my previous career, something is not right!  Nevertheless, if you had something to do with my latest email update @LizzyFitbit , thank you!

[jclaudon]

I'm back! Unfortunately, I'm still being put through the worst and most disrespectful customer support experience I've ever had. They acknowledged receipt of my Sense over three weeks ago and still haven't shipped out my replacement. Every time I reach out, they say they are going to forward my case to the correct department, and I will hear back via email. Needless to say, I am still waiting.

[KoalaOnALlama]

Same thing is happening to me. Warranty claim was accepted on the 24th July, then received an email advising the colour of my device (graphite) was no longer available but I could have rose gold. I replied the same day asking for other colour options as it's not a colour I would wear and there's been no response since.

I reached out again by email after waiting a few days and still no response. Raised several further chats since then to try get a response and each time they advise they are escalating the issue and someone will be in touch shortly. Finally called and the person I spoke to was able to provide a list of colours available so I could confirm the colour option. They advised they had added the notes to the ticket and would escalate the issue to get it resolved ASAP, but it's around a week since that call still without an email response. 

Previous to this all support interactions with Fitbit have been great, but this process has been one of the most frustrating support experiences I've had. No oversight of the warranty claim from start to finish, and chat support advises there's no way to raise a formal complaint. I can't see how a company as large as FitBit can function like this. 

[LSilva99]

Thank you! It took over a month but I finally received my replacement Sense. 

[LSilva99]

Yep..same same. Replying to emails and the chat didnt work. I started over with the @fitbitsupport on Twitter but still leading with my case# and that got the process restarted. I finally got my replacement the other day but it took over a month. 

[KoalaOnALlama]

@LizzyFitbit please could you help with getting a resolution to my support case? Still waiting for a ticket response since the last email on the 26th July. Thanks

[KoalaOnALlama]

The backlighting on my TV broke yesterday. I contacted John Lewis's warranty service by phone yesterday afternoon, spoke to a person and now have an engineer coming to repair the TV at my house Friday.

At this rate they're about to complete an on-site repair before FitBit's warranty service can respond to an email about a colour choice, nearly 1 month after raising the original request.

At this point I'm not even sure how to get a response to the ticket. 

[LizzyFitbit]

Hi everyone.

Thanks for your continued reports. I'm sorry for the experience this has caused and your feedback is truly appreciated as it'll help us to evaluate and improve our services.

@n3v3rtool8 While I'm glad your replacement is on its way, I understand your point of view about this process and I have forwarded your comments so our team can update your case with the correct information.

@LSilva99 I'm glad you've received an update about your replacement. I hope to see you back on track soon!

@jclaudon and @KoalaOnALlama Thanks for the details provided. I've shared your posts with our team so they can update your case. Keep a closer eye on your inbox, you'll receive a response soon.

[KoalaOnALlama]

Hi Lizzy,

Thanks for following up. I've just come off a call with customer support where they advised FitBit once again only has gold as an option, despite requesting an alternative colour option that was available during my previous call. The agent advise my only options were gold or to continue waiting with no ETA for when another colour would become available. 

Considering FitBit does not offer refurbishment of devices, support advise the device is no longer being manufactured and FitBit does not ask for the device to be returned during warranty replacements, I'm unsure how a different colour would become available. 

Hopefully the team will be able to provide a better timeline for availability as based on this experience I'm close to the point of avoiding FitBit for all future purchases. 

Thanks for your help

[KoalaOnALlama]

A big thanks Lizzy, request is now being processed for the device to be shipped in the original colour.