My Customer Service experience

[pkopperud]

Doing the math:  

An average horse can comfortable make 4 mph.  Given it's 937 miles one way (which can be driven in 14.5 hours) if I rode a horse to deliver my Fitbit, assuming I had horses to swap along the way and assuming I could go without sleep (or sleep in the saddle), I could have delivered my Fitbit to the support facility in 9.7 days using a horse.  Easily besting Fitbit's shipping method.  

September 2020:

I purchased the Sense for myself and my wife.  All was well until January 2021.  My Sense stopped taking a charge.  It would not register that it was even trying whether I used my charging cable or my wife's.  Either charging cable worked fine on my wife Sense. 

I contacted customer support and they filed a issue and told me that I would be contacted by somebody in the next tier.  Nothing happened for over a week.  I contacted them back and was told to hold, the person came back and said, oh yea, here is your tracking number and you will get an email.  They also provided a second email with a shipping label.  The process was for me to ship (just the watch, no bands, boxes, etc) in a padded envelope via USPS using their shipping label. 

January 7th:  From Boise Idaho, I shipped the fitbit via USPS and than following directions replied to Fitbit's  first email with my name, address, case number, and the USPS tracking number.

Crickets.  

Jan 28th I look online and figure out that it was delivered to Fitbit's support facility Jan 21st which happens to be located in Calexico California.

Crickets.  

I have to say I am not impressed.  Still no Fitbit and no word on what is going on.  

Moderator Edit: Clarified subject

[Odyssey13]

Hello @pkopperud  you have quite the way with words. It does seem once you put something in the USPS system, you're waiting for them to deliver in the rain, hail, snow and gloom of night or whatever transportation snarls it encounters. Once at Fitbit, I've heard the warehouse people have to sort through the parcels and make sure your item is the one they have the RMA for from support. I know it's taking longer these days, but if you know it's there, then they will get to it as soon as possible. I've notified a moderator about your post and they might be able to tell you better what's happening with returns these days. 

[MarreFitbit]

Hi there @pkopperud, welcome to the Community Forums. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Please keep in mind what @Odyssey13 has shared with you. Our Support Team has to wait for the warehouse confirmation before processing what is required. Note that your case is still open for further checking. Someone will be in contact with you soon. Note that we may take a bit longer to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. 

We'd appreciate your patience and understanding. 

[pkopperud]

Previously I posted my experience sending my FitBit Sense in for warranty replacement.  My original title was customer service by horseback.  The moderators did not like that so they changed my heading to my customer service experience.  That thread was closed so I cannot add an update.  I received the replacement watch face today. 

It took 51 days to ship me a replacement.  In that time I heard from them 1 time.  It arrived in an envelope, it's dirty, not sure if its refurbished.  Keep in mind I purchased a new sense, enrolled in the premium, and purchased the insurance.  Furthermore, I have wore a FitBit for years joining originally 2/2013.  I have been a true believer of this company.

This is my last FitBit, I don't recommend their products any longer.  They don't stand by them.  The insurance I purchased was junk.  Run away.

Here is the time line:

9/2020 Purchased sense

1/2021 Could not charge (regardless of cable)

1/7/2021 Shipped back to FitBit

1/21/2021 Arrived at FitBit's sorting facility.  USPS had this item for 1 day before they handed it off to FedEx.  It took 14 days to go 1000 miles.

2/18/2021 Received an email stating that they noticed it took longer than 5 days to process the return and that they would be sending me a replacement.

2/27/2021 Received the replacement.

[Odyssey13]

Hi @pkopperud  your thread wasn't closed, so your latest post was merged into it. Sometimes, based on availability, the replacement can be a refurbished unit. Anyway, I'm sure a moderator will be by to respond.

[LizzyFitbit]

Hi @pkopperud, it's good to see you again. @Odyssey13, thanks for the heads up, as well for sharing your insights.

@pkopperud, thanks for taking the time to share your feedback about your replacement. Let me explain that team will evaluate your options and issue a replacement based on the conditions described in the Warranty Policy. I see where you're coming from about the Sense sent to you as a replacement and while I don't have access to your case, my best recommendation is to get in touch with our Support team so they can look into this situation and provide you with more details about their resolution. Please click here to get connected with them via chat or phone and keep an open communication with them.

As a side note, let me share that the title can be changed by a Community moderator so it can reflect a better understanding of the situation you're describing, for east searching and to receive help from the Community members. 

[Afib1952]

I bought my Sense to monitor for recurrent afib so I could get off my blood thinner as well as to monitor sleep, breaths and heart rate variability. I hope I do not have to wait 51 or more days for a replacement as mine was not working right in spite of resetting, factory reboot, upgrade to iPhone OS and following all physical recommendations for how to wear watch properly. I shipped mine FedEx from NKy to Calexico and it is only to LA after 12 days…

[LizzyFitbit]

Hi @Afib1952. Welcome om board.

Thanks for the steps tried as well as following the instructions of our Support team. I'm sorry you've had this experience with your Sense. Because you have a case created, I'll forward your post so our team can review your details and get in touch with you soon. Take in mind that our team will proceed with your replacement as soon as it's confirmed the return of your package. Please keep the communication with them as I'm sure they'll continue helping you with this matter.

See you around.

[Lla8486]

Your story is about as comical as mine except not only did the battery stop working but it cause a burnt on my wrist ( I had a sense) contacted CS and they replied back and issued me a return label.  I did everything asked to do and took it to my local UPS on September 18th. That package has gone from Florida to California to AZ , OK, TN, MS back to Chino, LA with a delivery date of November 10th ( tomorrow)  

Their excuse they have no control over the shipping process but come on, we send you back a defective product in good faith you should make sure you do your part in making sure you get it in a timely manner. I'm not holding my breath that it will be delivered but each day I post on FB the journey its taken.  Totally disappointed and will not ever buy a FITBIT again 

[Lla8486]

Mine has been in "transit" since September 18th.  

[Odyssey13]

Hi @Lla8486  the UPS people evidently send packages to their hubs, much like the USPS. Everything has slowed down in terms of shipping time and Fitbit isn't in control of them.

[Lla8486]

I understand stand you have no control but I would hope that with the experience people are having Fitbit would be working on ways to improve.  My package left FL but the FEDEX tracking says orgin as San Francisco.  

[Afib1952]

I was pleasantly surprised with the fast turnaround of my Fitbit Sense and it appeared to be a new replacement. I am wondering if the new firm wear update will get rid of some of the tracking problems.

Good luck

[Lla8486]

My package has been lost! 

[Afib1952]

I am sorry to hear that. Fex Ex told me the same thing, but the watch face eventually reappeared and made its way to the correct Fitbit address for replacement.

Good luck!

[Simmox]

I think it is quite unfair for a new item which isn't even a week old, be replaced by a refurbished unit.  I am planning to send back my new Fitbit Charge 5 for a replacement.  Got it as a gift on Dec/25th.  By Dec/29th. black screen of death and unresponsive to all the forum solutions.  Because it was a gift, I have to ship at my own cost which I am in the process of doing, or otherwise return it to the gift giver for them to return it to the store from which it was purchased (looking a gift horse in the mouth).  We've been talking about horses a lot, so why not.   Anyway, I am now trying to find a phone number to include on my shipping label (not a return label) for the Fitbit Service Centre in Calexico California.

[Afib1952]

Hi Simmox (First Steps),

I am sorry, but I don't have a phone number for the Calexico center.

Cheers,

AFib52

[Fierna]

I've sent mine back Nov 15. It's bounced around and sat at various fedex facilities. Its even had to have its label changed because it was ruined. Still no word on when it will even be at the facility and fitbit, fedex, and usps say nothing they can do, fedex and usps both tried to tell me they didn't have it despite the tracking number saying it's at a fedex

[Fierna]

On top of all that everytime I send a message about the replacement to fitbit they tell me they've closed the case because they haven't heard from me... it seems to me the case should not be closed until the watch is received and a replacement is sent out. At this point I don't know if I even want to use fitbits anymore. It seems they continue to use it horrible method of shipping and their customer service lack basic customer interaction skills. 

[LizzyFitbit]

Hi everyone, it's good to see you here. @Odyssey13 Thanks for stopping by to help our members.

Thanks for taking the time to share your feedback about your Fitbit devices, and your interaction with our Support team. I apologize for the experience that you've had. Fitbit constantly works on our devices and services to improve them, and the input we receive from our members is a big part of the process. Rest assured your comments won't be taken for granted.

@Simmox About your question, usually the phone number is an optional detail. However, if necessary, you can include the phone number in this link. If you need more help with this process, don't hesitate to get in touch with our Support team, I'm sure they'll assist you with your questions.

@Fierna I appreciate the detailed information. I understand where you're coming from and please know this feedback will be passed along. While I don't have access to your case, my best advice is to get in touch with them one more time so they can provide you with more updates about this process. I'd also forward your post to them, so they can have these details on hand. You can click here to get connected with them via chat or phone.