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Replacement for Sense is taking too long

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‎05-28-2022 14:56 - last edited on ‎05-30-2022 11:14 by Fitbit Moderator

‎05-28-2022 14:56 - last edited on ‎05-30-2022 11:14 by Fitbit Moderator

     I replaced my recalled Ionic with a new Sense. I was excited as it was a much prettier smart watch, but in less than 2 months it broke. It would not charge. 
     I followed instructions to return the Sense which took several weeks! Then I receive an email asking for my address(?!?) I explained that I had already been without my Fitbit for several weeks, so please overnight ship the replacement? Request ignored - tracking estimates June 6 delivery. This is not quality customer service. 
       My husband had two Ionics break only days past warranty with no replacement offers. So he has already given up on Fitbit.
     If this replacement Sense breaks, I’m out - which is sad as I have been a loyal customer for years.

 

Moderator Edit: Clarified subject

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6 REPLIES 6

‎05-28-2022 21:21

‎05-28-2022 21:21

@Jazzgirl88  - can you still check the charge cable, as per response to your other post, if you didn't return it.

Author | ch, passion for improvement.

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0 Votes

‎05-29-2022 00:53

‎05-29-2022 00:53

My fitbit sense broke, bought it in march, mailed it back to California on the 12th of may, still haven't got it, i live in Arizona,  just got done chatting with Joseph, FROM Columbia!! Asked me to be patient. 

 

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‎05-29-2022 00:58 - last edited on ‎08-09-2024 05:34 by Fitbit Moderator

In response to Mybadz71

‎05-29-2022 00:58 - last edited on ‎08-09-2024 05:34 by Fitbit Moderator

Hi @Mybadz71 - how did it break?

The replacement process can be slow, keep on it.

Author | ch, passion for improvement.

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0 Votes

‎05-29-2022 01:02

In response to Guy_

‎05-29-2022 01:02

Wouldn't charge, i cleaned the charging ports but all it did was display the fitbit logo nonstop

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‎05-29-2022 01:09

In response to Mybadz71

‎05-29-2022 01:09

@Mybadz71  - thanks, hope you get replacement soon.

Author | ch, passion for improvement.

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0 Votes

‎05-30-2022 11:26 - last edited on ‎08-09-2024 03:48 by Fitbit Moderator

In response to Guy_

‎05-30-2022 11:26 - last edited on ‎08-09-2024 03:48 by Fitbit Moderator

Hi there, @Jazzgirl88 and @Mybadz71. @Guy_ Thanks for the insights.

@Jazzgirl88 and @Mybadz71 Thanks for taking the time to troubleshoot your watches, and getting in touch with our Support team. I understand how you're feeling and I'm sorry for this experience. Every feedback shared in the forums is always provided to our team as it helps us to evaluate and improve our procedures. Your comments are appreciated and please know they haven't gone unnoticed.

While I don't have access to your case or replacement orders, my best advice is to reply back to the email sent by our team so they can provide you with more information. You can always start a new interaction, just click here to get connected with them via chat or phone.

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