How can I receive a brand new Sense replacement?

[Natsalya]

Had my Fitbit Sense for about 2 weeks before I first got the slow charging message (no issues with fast charging the first few times). Neither cleaning the pins nor disconnecting the charger on either end helped so I contacted support and was sent a replacement (refurbished) charger to test. The 'new' charger didn't help so I contacted support again and was sent what I thought would be a new watch (pebble) but received a refurbished one. I then requested a brand new replacement (of course, I was more than willing to send back the original watch along with the replacement one) but was told that they couldn't send me a brand new watch - in a sealed box - when my issue was with the watch only (as opposed to having been with the watch, the strap and the charger?!) I was then forced to request a refund but asked if I could then order a new Sense for the same amount I had paid (in the Easter sale). I was first ignored, and then told NO after I repeated my request! I am beyond disappointed I could not get my new expensive watch exchanged for a brand new watch but a second hand one (yeah ok, they test them etc but it is not new and if I wanted a refurbished watch I'd have paid half the price!) Has anyone had any luck escalating a similar issue? My boyfriend who's used Fitbit for years is disappointed with and for me and has suggested I complain - but who to? Many thanks in advance!

Moderator Edit: Clarified subject

[Rich_Laue]

Hi @Natsalya did you read the warranty that you agreed to when setting up your tracker? 

[Natsalya]

I did, it says new or refurbished - silly me for expecting a new product as a replacement for my (£269.99) watch bought just a couple of weeks before the problem occured?

[LizzyFitbit · Accepted solution]

Hi @Natsalya. Welcome to the Community Forums. @Rich_Laue It's good to see you around.

@Natsalya Thanks for sharing detailed information about your Sense and the replacement process. Please let me explain that our Support team will evaluate your options and proceed with the replacement process based on the conditions described in the Warranty Policy. I see where you're coming from about the replacement you've received and I'm sorry for this inconvenience. Fitbit is always working to improve the experience with our products and services, and your feedback will be passed along so it doesn't go unnoticed.

While I don't have access to your case, I'd recommend replying back to the last email our team sent you so they can provide you with more details about this situation and the resolution given. You can also click here to get connected with them via chat or phone.

[WildWiseOwl]

I have a Sense and it's been the worst watch. Doesn't stay charged. Doesn't always charge. Waste of money. Very upset.

[LizzyFitbit]

Welcome to the Community, @WildWiseOwl.

Thanks for letting me know about your Sense, and I'm sorry for the experience that you've had with it. I understand where you're coming from and because your post didn't mention, may I know if you've exhausted the steps described in this help article? If not, please give them a try and let me know how it goes with your watch so I can continue helping you.

[Eestw2011]

Hi 

I am the same also went from versa to sense worst move ever having loads of issues with it tried all the community forum ideas regarding charging and it holding its charge. Also not charging properly sometimes not even charging tried everything suggested in first issues about battery life switched loads of the features of to extend battery life made no diffrence. Now issues with charging sometimes charging and others not so emailed for support to be told email support no longer available to go onto forums. When u spend so much on a watch u would expect better service from fitbit 

[LizzyFitbit]

Hi there, @Eestw2011.

Thanks for letting me know about your Sense and the steps tried prior to posting. I'm sorry you're having this experience. Before anything else, let me explain that we’re no longer offering support by email. However, you can always visit the Community Forums, or contact our Support team via chat or phone to receive assistance.

In regards to your watch, could you confirm if you've tried the steps described in this help article? Additionally, I'd suggest these other tips to maximize the battery life.

[Sarahdem]

She had it for two weeks. 

[LizzyFitbit]

Hi there, @Sarahdem.

Thanks for joining this thread. I went ahead to check your details and I noticed you've a case created with our Support team. In this case, my best advice is to get in touch with them so you can receive more details about their resolution. Please keep an open communication with them.