Problem with Sense warranty return

[Jane11]

I'm having a problem that I hope gets seen here because I'm incredibly frustrated. In May (right around May 20th) I went out for a trail run, which was about 7 miles. It was in the rain and between the rain and trees, the Sense was having some GPS problems. It was about 50% charged. That evening, it kept turning on and off and got stuck on the Fitbit logo. I put it on the charger - nothing, it reached the point where I couldn't turn it on. I reached out to support who advised me to change the clock but I couldn't, I couldn't turn it on and my phone wasn't communicating with it. Every so often though my phone would show battery level but the Sense was off (or secretly on, who knows). At the very least, the screen was dark and wouldn't come on.

Support gave me an RMA # and a warranty return label. It was shipped back late May which brings me to now. Since June 4, it has been in a FedEx warehouse and not to Fitbit's location. I have spoken to support several times, one advised me to talk to FedEx. This is not my problem! Fitbit should be concerned if FedEx is not living up to their shipping agreement. Yesterday I was told my case would be escalated to the "shipping department". I asked when they would contact me, the support person didn't know.

I'm wearing my old Versa 2 which works but is not without its own drama. I get that Fitbit would want the defective unit back before sending a new one but this is becoming frustrating and annoying. I shipped it back, I lived up to my part of the agreement! Does anyone have any advice because right now I am getting nowhere with support. It feels like support used to be better and I wonder if things changed due to Google?

[Odyssey13]

Hi @Jane11  I've notified a moderator to stop by to assist you. They can get more information for you. It does seem the problem is FedEx and their not having sent the Fitbit along to the next hub in the shipping process. 

[Jane11]

Thank you so much!!!! I've tried with support and it seems like a script is being read. I don't want to be angry with them, support is a hard position and I never want to be that person (I've worked in customer service) but I'm getting irked for sure!

[Odyssey13]

@Jane11  It can't be easy waiting, but Fitbit really will take care of you. Yesterday I read a moderator's post where they said they never use bots and it's true. I've actually had someone tell me I was a bot, no matter how I replied on the forums!

[AndreaFitbit]

Thanks for getting back to us and for sharing your concern @Jane11. Please visit https://blog.fitbit.com/2021-update/ to see if things changed due to Google. 

I checked your user and noticed that there are many cases there. Our shipping department checked them for sure. I tried searching for a resolution regarding your FedEx question but as they told you, your package is still at a FedEx location. I updated your case with the provided information and they should contact you via email with your reference case number. 

Thank  you for your assistance @Odyssey13. 

I appreciate your understanding and thank you for visiting the forums. 

[Jane11]

Hi Andrea, I have a reference case #. And I don't understand "I checked your user and noticed there are many cases there." Do you mean each time I've contacted support? There's only one outstanding case #, the other times were either for status checks or clarification. Before that, I had a warranty return with my Versa 2 but that shouldn't affect this.

And yes, my package has been sitting at a FedEx location since June 4. I don't understand why there has been no follow through on that.

I am lucky in that I do have the Versa 2 and I also have a Garmin, if needed. In other years, I'd be marathon training right around now and I do use these devices to help with that. Can you imagine if I didn't have "back up" devices? I thought I was upgrading with the Sense though and it would be more of an "all in one" thing vs. the others that do some things but not others. I was going to rehome the Versa 2 and Garmin, am now glad I didn't. I understand policy but please know that this has the potential to drag on for over a month unless it gets acted on relatively soon. If the Sense were my only device, I'd be tons angrier. And, quite frankly, this is making me cranky as it is.

[SS2015]

I'm in a similar situation with an RMA for Sense.  Mine has been sitting in my city since June 6th.  A decent delivery service would have either delivered it by now or at least made significant progress.  Fitbit uses bargain basement return service (SmartPost, a combination of USPS/FedEx) which takes forever.  Then they blame the shipper for delays. At least ship the customer their replacement immediately when the defective return can be tracked.

[AndreaFitbit]

Thanks for getting back to us and for your feedback @Jane11 and @SS2015. @Jane11, yes, with cases, I meant contacts with our Support Team. 

I know how frustrating this could be. We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please note that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

I appreciate your patience and keep on visiting the forums.

[BonMel]

Regardless of what a Fitbit rep may state here the return process is anything but streamlined, in fact seems designed to upset customers of Fitbit products.  I sent my Sense in on May 15, 2021 and may get the replacement next week.  Fitbit picks the shipping method so this is squarely a Fitbit created issue.  If Fitbit's return volume is so great doesn't that say something about the products?  Good luck!

[AndreaFitbit]

Thanks for getting back to us and for your feedback @BonMel.

As I mentioned before, our team works on improving overall environment based on what you share here. 

[SS2015]

Hi BonMel. Just checking if you received the Sense this week.  Hopefully, you have received yours and it is working well.  One month is a long time to be without a fitness tracker.  I returned mine on June 6th, so it looks like it is going to be a long wait since it has not even made it back to the Fitbit warehouse.

[BonMel]

Hi SS2015,  yes received a replacement Sense four days ago, on 6/12,  Almost a month for a warranty return & replacement.  Thinking improvements to the warranty process are needed.

[Reidoki]

Hello. I don't know who to turn to. I can't contact the Netherlands.

Can you help me?.

The Fitbit Sense does not sync, I wanted to restart it because the back green light did not turn off, I connected it to the charger and pressed the button for 5 or 7 seconds and it turned off and on but the logo does not pass, although now the time appears, so does it I disconnected from the bluetooth and it does not work and I want to return it to buy another.

Moderator edit:  removed personal information.

[Magpie0413]

I sent my broken Fitbit back to them to get my replacement almost 6 weeks ago. I’ve been tracking it on fedex this whole time. I live in WA and it’s just going to CA. It’s traveled so much it’s even visited the same locations twice. I have never been more frustrated with Fitbit customer service. The last time I had a new Fitbit break, I received a replacement within a week- then two months later the replacement broke. They told me that the replacement had no warranty on it. 

Now, with this shipping issue, they keep telling me it’s fedex’s fault and not theirs. I understand that fedex has likely lost the package by now, but it’s Fitbit that is refusing to reevaluate their shipping methods or as a gesture of goodwill to just send me my replacement device. They told me after a week of inactivity on the shipping updates, they would just send it. So Friday I contacted them and they retracted that and said 5 business days. Fedex, by the way, is impossible to contact. 

This will absolutely be my last Fitbit, and I’ve had one on my wrist every day for the past 7 years- apart from this 6 week hiatus. Every customer service contact I have made has been awful. I’ve worked in the service industry for 15 years- I know what it means to take care of your customers and this is not it. I may just be one person that won’t buy them again, but this doesn’t seem to be just my issue. 

[AndreaFitbit]

Welcome to the Fitbit Community, @Magpie0413. 

Thank you for sharing your experience with your replacement and customer service. I understand how frustrating this could be and we forward this feedback  to our team.