My Sense got stolen

[Jaycexyz]

During an exam, my Fitbit sense was stolen and I talked to a representative they said they would likely replace the watch a couple of days later they said it was no longer possible showing that this company's customer service has gone downhill. we need to boycott them and their poor business practice

Moderator Edit: Clarified subject

[Clove6060]

Lost or stolen is not warrantied. 

[Odyssey13]

Hi @Jaycexyz  Fitbit's warranty information states lost or stolen devices wouldn't be replaced. Not sure why the customer service representative would tell you it would be replaced. I've been around the forums for almost ten years and they don't replace stolen or lost items. I've asked a Fitbit Moderator to stop by to address this with you. If your Fitbit had a hardware issue, they might replace it. Since it was stolen, Fitbit isn't responsible for that, as they would be with a physical problem with the device. Did you file a police report? Sorry this happened to you.

[LizzyFitbit · Accepted solution]

Welcome to the Community, @Jaycexyz. @Clove6060 and @Odyssey13 Thanks for the heads up, and sharing your insights about this situation.

@Jaycexyz Thanks for bringing this to our attention. I understand where you're coming from and I apologize for the experience that you've had while contacting our Support team. This isn't the type of experience that we want you to have and we appreciate your feedback as it'll help us to improve our services.

As our friend mentioned, please take in mind that stolen or lost devices aren't covered by our Warranty Policy. Because you already have a case created, I've forwarded your post so our team can review your information and provide you with assistance. They'll get in touch with you via email, keep an eye on your inbox.