I bought an original sense a year and a half ago for my mom who just suffered a stroke.
(Figured it might help monitor stress / sleep / steps / etc. Never mind that I didn't consider the unintuitive nature of smartwatch displays and UI's)
But I digress....
So the watch comes and I charge it. Try to turn it on... nothing. Dead.
So I go through the month long process of getting a new replacement. Shipping back and forth takes a while, but we got it. The replacement turns out to be a refurbished sense wrapped, not in the original packaging, but in individual baggies.
After opening this refurbished replacement for the $400 brick that I originally got, I got in touch with customer service. Google must really give no leeway in fitbit taking care of their customers, because they did not. Apparently, since I waited to open my new sense for over a month (as my mother was in the hospital and rehab at the time) they were past the 45 days of caring and the fact that they sent me a non functional sense was my own fault. Silly me.
So... my mom has been using it for much of the last year. A couple of months ago the battery / ability to charge starts to go. Call customer service today. Not that I expect anything as far a fitbit helping me given when I bought the sense, but maybe just have customer service tell you that they're not going to do anything instead of stringing you along and emailing you to say as much.
Anyway. If you have a new product rollout, and there are clearly many issues with the product, maybe going the extra mile (or inch) for your customers will benefit you in the long run.
Moderator Edit: Clarified subject
