New device issues on day one - worthless customer service

[Withershandp]

We are long-time Fitbit premium customers. We have owned an Ace 2, and two of each of these: Force, Inspire, Ace, Charge 2, Versa 2, and now the Sense.

We purchased two brand new Fitbit Sense devices on Feb 17th (delivered on Feb 23rd) through the Fitbit website.  One of them works perfectly, the other will not hold a charge (less than 2 hours) and when it gets wet it turns off and will not turn on again unless it sits on the charger for a while.  We followed the support article for resetting the device; followed the customer service instructions to clean the BRAND NEW device/charger with an alcohol wipe; and we tried switching chargers, but the issues persist. 

I contacted customer service, and they said they would send a replacement "factory certified" device.  This is absolutely ridiculous.  We spend almost $650 on two BRAND NEW devices less than a week ago, and now I have to accept a second-hand replacement device because they sent me a broken one.  What happened to customer service?? So deeply disappointed with Fitbit after all these years of using their services.  

Am I being unreasonable in my request to have a NEW replacement device sent out?  I will even mail back the broken one first, I just want what I paid for, not someone else's returned and "refurbished" device.  Does anyone have any guidance on how to proceed with Fitbit? Their customer service line goes to some outsourced call center that can't really do anything outside of their scripted responses, and limited systems  (Yes, even a "supervisor" was unable to assist me). 

Thanks all!

[TommyIzzo · Accepted solution]

@Withershandp That's how it is with everyone. If you go through Fitbits warranty route, you get a likely refurbished "pebble". Only way to get another new one is return and repurchase. 

[Withershandp]

That is quite sad.  I have never heard of this issue with a defective new order from any other company.  Samsung, LG, Apple, Acer, Amazon, the list goes on.  I considered returning and repurchasing, but then I've also lost the discount I used to purchase in the first place, and I'm sure there is no possible way Fitbit would honor that based on my experience thus far.

So with my hands tied as a loyal consumer, I will have to pursue the warranty replacement, and if I have further issues, go the return route, and just fork out more money for a new one and pray.. Thanks for the reply.

[Withershandp]

Wow, just jumped on Amazon, and it is selling for the same "Fitbit exclusive discounted price" that I bought it for originally ($75 less than the Fitbit site) and I bet I get an immediate NEW replacement sent the same day if I have issues.  Yep, going the return route and ordering a new one through Amazon. 

[eezeepee]

@Withershandp You actually just missed out on a $199 deal.

[Withershandp]

Thanks @eezeepee , that was the deal I was referring to that I would lose if I returned it and reordered it.  So will still take a $25 hit due to Fitbit's lack of customer service, but well worth it to deal with Amazon's awesome customer service instead.