Issues with Sense replacement process

[Twin_Dad]

Sense stopped charging about 6 weeks after purchase. Tried all the fixes I found on this forum. Contacted Fitbit customer service via live chat; after found the rep to be rather snippy, but we decided to return the Sense for a replacement. Mailed prepaid 12FEB. Fedex shows the package has no delivery date, and has been wandering around southern CA for the past 3 weeks(!). I checked in with live chat again 9-10 days ago, and was told shipment should be received in 1-2 days, then replacement should arrive at my home within 7 business days. This was followed by an email stating that information was incorrect, but the package was expected within 7 days. I was just on live chat again a few minutes  ago, got some song & dance about "it's on its way to our warehouse," which I know is not accurate, then the rep abruptly peaced out. Fitbit customer service is atrocious. I really wonder why I still bother. 

Had to get that off my chest.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Twin_Dad  I've asked a Fitbit Moderator to stop by to assist you. The prepaid date was 12Feb? Just double checking, as the moderator might need to know.

[Twin_Dad]

Correct.

[LizzyFitbit]

Hi there, @Twin_Dad. @Odyssey13 Thanks for the heads up.

@Twin_Dad Thanks for the detailed information, and for letting me know about your interaction with our Support team. I understand how you're feeling and I apologize for this experience. Every feedback shared in the forums helps us to evaluate our procedures and improve our services, yours is truly appreciated and rest assured it won't go unnoticed.

While I don't have access to your case details, I've forwarded your posts so our Support team can further investigate and provide you with more information. They'll proceed with the replacement process as soon as the return has been confirmed, so please keep an open communication with them.

See you around.

[Twin_Dad]

Fedex has officially been in possession of my Sense longer than I ever was. 45 days and counting. No updates to the tracking info since 14FEB. I tried calling Fedex customer service, but the automated reply (no option to speak to a human) was that the "package is enroute to its destination," then the call ends. By comparison, Fitbit's customer service is fantastic. 

My frustration has been replaced with disgust.

[LizzyFitbit]

Hi there, @Twin_Dad.

Thanks for taking the time to share this feedback with us. I'm sorry for the experience that you've had with FedEx, and the replacement process. I understand how frustrating this can be and because our Support team has access to your details, my best advice is to get in touch with them one more time to see if there is anything else that can be done to help you. To get connected with them via chat or phone, just click here.

Please know this feedback will be provided to our team so we can work and improve our services.

See you around.

[Twin_Dad]

Marking the date.... My Sense has been "in transit" for TWO MONTHS today. I checked in with customer support two weeks ago, as suggested. The rep said they put notes in my file so my replacement would be expedited once the package is delivered. But FedEx hasn't provided a decent update since then, so....

[LizzyFitbit]

Hi there, @Twin_Dad.

Thanks for keeping me posted about this situation. I understand your point of view and apologize for the time this process has taken. We take feedback from our members very seriously and it'll be provided to our team so we can continue to improve our services, as well as to prevent this type of experience from happening again. Please know your comments are truly appreciated and they won't go unnoticed.

I went ahead to check your details and I noticed our Support team has already sent you an email with further information about your case. If you haven't done so, please check your inbox, spam or junk folders, and keep an open communication with them.

[Twin_Dad]

Yes, I've been notified that the replacement process has begun. I should receive the replacement Sense in a couple days. I did check-in with customer support last night, trying to understand if I've crossed some threshold for replacement without Fitbit actually receiving my return. Seems to be unknown. FedEx still has no delivery date, and the status has not updated since 8 MAR. I wonder if it will ever be delivered.

I was disappointed to learn the replacement comes with no renewed warranty. I'm also disappointed that I got a free 6-month premium membership that I've been unable to use. Who knows if premium is even worth it.

Thank you for your assistance, @LizzyFitbit. 

[LizzyFitbit]

Hi there, @Twin_Dad.

You're welcome, and thanks to you for confirming that you've received an email from our team. I'm glad your replacement is on its way and appreciate your patience throughout this process. Please follow up with your email case should you have any further questions.

About your other concerns, I understand how you're feeling and I'm sorry for any inconvenience this has caused. Every feedback we receive from our members never goes unnoticed as it helps us to evaluate our procedures, as well as improve our services and the overall Fitbit experience. Rest assured yours won't be the exception.