Received Sense following Ionic recall

[diamondo12]

So I have received my "new" sense. 

I was so excited until I tried setting it up, that was until I received the notification saying that it was a locked or lost device (or a warranty replacement) and to contact customer support. 

I paid alot of money for this device and expected it to just work, but nope, now I have to wait another 48Hrs for an email (following talking to customer support) or return it. 

When purchasing a brand new device in the UK is it not an offence to supply second hand or refurbished without declaring beforehand? 

I understand it is not the fault of customer support and I do not want to give them grief as a result of it, but why can someone not just give advice or help more than "have you tried turning it off and on again?".

With the price of these devices I should probably have cut my losses and chosen another brand, but hindsight is a wonderful thing, especially with you are left with a very expensive paperweight!

Moderator edit:  format. 

[Odyssey13]

Hi @diamondo12  there is warranty information on each page on the forums - click to read. It states that a refurbished unit may be sent.

[diamondo12]

Hi Odyssey13. I have had a read through this. Thank you. 

I am in the UK, which as the warranty states as i I purchased a new product it "shall be without defect..." . 

My main issue is that I purchased a new product to which the product does not see itself as new, infact sees itself as locked, lost or stolen. 

I find this to be very poor of Fitbit to provide it, especially with the price paid. As a "new" product, the product in itself is the defect. Now Fitbit are asking me to return it, with some expense to myself. 

I am not picking up sand and demanding the world, just that I receive what I have paid for. 

[AndreaFitbit]

Welcome to the Fitbit Community, @diamondo12. I'm sorry to hear you received a refurbished Sense. 

I  understand how frustrating this could be and I noticed that our team is already taking care of your case. You should receive assistance with this.

Thank you for the heads up @Odyssey13.

Keep on visiting the forums.