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My experience with Sense and a RMA

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‎08-08-2021 18:56 - last edited on ‎08-13-2021 15:05 by Fitbit Moderator

‎08-08-2021 18:56 - last edited on ‎08-13-2021 15:05 by Fitbit Moderator

Sorry have to rant.

Have processed an RMA for the watch which I should have just returned it to the store and just exchanged it it would be much quicker than dealing with Fitbit and their RMA process. Watch has been traveling for on its 3rd week now to get to Fitbit just been sitting in CA which the watch was shipped from TX. Chilling in CA and customer service isn't much help at all and then just to be told that I may get a refurbished watch and when we get it we will email you..... I didn't buy a watch for it to break down after month for a refurbished watch.....Hopefully I will see some movement this week and then wait another 4 weeks to get a watch back. You would think spending this amount of money on a watch they would have a better system than the one they have now. I have never had an RMA process take this long ever.

 

Moderator Edit: Clarified subject 

Best Answer
9 REPLIES 9

‎08-09-2021 07:22

‎08-09-2021 07:22

Hi @Riscar  in case you haven't seen it, here - click - is the information for warranty and returns. Fitbit, unfortunately, has no control over the postal service and the way they handle the returns. I know that I've never had to wait ten days before to get a first class piece of mail from a town that I could drive to in fifteen minutes. My local post office says their problem is the lack of workers, trucks and proper management. Sorry you're having to wait. Meanwhile ,you could still track your steps using the Fitbit Mobile Track app. 

Stepping in the U.S.A. since September 2013. Android 14

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0 Votes

‎08-09-2021 10:28

In response to Odyssey13

‎08-09-2021 10:28

It is truly astounding that it takes 2 weeks for a package to get to their centers. My guess is that they use the cheapest method of shipment which is why it took 4 days to leave the state that I live in. I am waiting for my tracker to get there so that they can see that it died while I was swimming in shallow water. since it is less than a year old, hoping that it will be replaced with a new tracker.

Best Answer

‎08-13-2021 10:07

‎08-13-2021 10:07

Well an update on this little watch of mine. Day 18 and finally seen movement of it going up to Sacramento CA.....so it traveled further away from its destination and back to pending of no idea when Fitbit will get my watch to replace it.

 

So far with this time FedEx will have the watch longer than I have. 

 

There needs to be a different process on this.

Best Answer

‎08-13-2021 13:54

In response to Riscar

‎08-13-2021 13:54

I have to agree, fitbit really needs to look at their return policy. 

I've had much cheaper items replaced by other companies the following day. Fed-Ex dropped the new one off and picked up the old one. 

Best Answer

‎08-23-2021 13:52

In response to Riscar

‎08-23-2021 13:52

You are not alone. I know that doesn't help but at least you know that's their process and it's very inefficient. I was pro Fitbit until now

Best Answer

‎08-27-2021 15:50

In response to Riscar

‎08-27-2021 15:50

New Update:

 

24 days for RMA to get to fitbit.

Contacted Fitbit customer support a couple days later to make sure they received the RMA and which I was told they did and would get an email on a couple hours........its been 5 days since I was told that and no email which now brings it up to 8 days on nothing.

So far up to 32 day in process for this RMA

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0 Votes

‎08-28-2021 15:55 - edited ‎08-28-2021 15:55

In response to Riscar

‎08-28-2021 15:55 - edited ‎08-28-2021 15:55

@Rich_Laue and @Odyssey13 Thank you for the assistance shared. 

 

@budomama82 and @Riscar Hi there. Thanks for taking the time to share your experience with our Support team. 

 

I see where your frustration is coming from. Your feedback and comments are appreciated, we're always striving to improve our services offered. Due to the high volume contacts, there might be a delay on their behalf. Be sure that we do our best to assist and provide you with the appropriate solutions. 

 

Thank you for your understanding and patience while this is resolved. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


Best Answer

‎11-02-2022 17:38

In response to Riscar

‎11-02-2022 17:38

Did you get a new watch after all of this ? 

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0 Votes

‎11-02-2022 20:51

In response to Maximect12

‎11-02-2022 20:51

Seen this from my email so decided to reply. I got a refurbished watch, so my new watch I had less than a month was replaced with a used one. Ain't that something, but I returned it back to the store and ended up with the Samsung Watch 4. It def. last longer than the fitbit, littlen over a  year now and still ticking away with no issues.

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