Minor scratches around brand new Sense

[Joita12]

I’ve been a Fitbit customer for 7/8 years.

I had the ionic and one of the buttons got loose and Fitbit offered me a 35% discount to purchase a new one. My birthday is coming so... why not?.

Purchased the Fitbit sense, opt for 2 day shipping, it took 5 days and when I opened the box there were minor scratches all around the watch and the band clippers.

The product (watch) is not brand new, bands are but not the core.

I decided to contact customer service to let them now about this and my horrible experience continued.

1. She asked me for pictures but... we a case written by hand next to it. I mean.... this is a tech company... and you are asking me for a handwritten case in the photo? What is this a pre modern company? 
2. She only let me upload one image, these are tiny scratches so maybe she need more I get that but she need them all with the handwritten case number.

3. Proceed to end my back and forward with her because.... ain’t nobody have time for that... and return the device... still very frustrated by all the experience 

4. I started the return only to discover that they will charge me 5 dls for returning the watch hahaha this is unbelievable, if I purchase this through Amazon or Best Buy not returning costs will be charge but if I but directly 5 dls? Really? For a scratched watch? 
5. I’ve been with Fitbit since forever but they lost me as a customer.... terrible customer service.... not worth it ...

 

Moderator Edit: Clarified subject and updated label

[Rich_Laue]

That looks more like a defect in the manufacturing proccess. 

A rebuilt model will clearly be marked as such on the package. 

Oh the hand written not with the case number? To prove this isn't a photo off of the Internet. 

[Joita12]

Yes, it looks like a manufacturing problem indeed.

I get the reason behind the handwritten number but that’s not modern at all... for a tech company I was expecting more.

Also, I have 10 pictures ... you can do a reverse search and confirm they are not internet photos... but I suppose that to much technology for Fitbit hahahaha.

[LizzyFitbit]

Hi @Joita12, it's good to see you here in the forums. @Rich_Laue, thanks for stopping by to share your insights.

@Joita12, thanks for bringing this to our attention, as well for the pictures provided. Before anything else let me explain that depending of the scenario, there will be some requirements that our Support team needs to fulfill to complete the warranty claim. However, I'm sorry for this inconvenience and be sure that your feedback hasn't gone unnoticed.

While I don't have access to your case, I've forwarded your posts so our team can look into your details and provide you with further assistance. Please follow their instructions and keep an open communication with them as I'm sure they'll work on your case to bring you back on track.

See you around.