Requested an RMA from Ireland and I need to send the tracker to Canada

[JD1980]

I am returning my Fitbit Sense due to it not performing as it has been advertised to do.

Sleep tracker never gets my sleep time right, sp02 never works and the pedometer is ridiculously wrong on a daily basis. I've only had the item a month and I honestly cannot understand how this company succeeded in selling these watches when they are so faulty and buggy. I contacted support today to request return and refund. Apparently that was no problem and once they received it they would refund me within ten working days.

Well here's where it gets shady af. 

I bought my item from the "Fitbit Ireland" website and it very clearly came by courier post from inside Ireland as it did not go through customs in Dublin.

Now imagine the customs tax and vat on an International item if I was to have bought it from Canada ! Now I am told I have to pay to send it back registered and tracked to CANADA. 

Why am I being told to send it to CANADA to get my refund , which I am fully entitled to when I purchased it from their Irish website and it was delivered domestically.  

I already paid 300 euro for this watch , sending it to Canada by tracked and registered mail will cost a ridiculous chunk of the money I paid for the useless thing. 

Has anyone else in Europe experienced this? 

Why on earth can I not send it back to wherever it came from in Ireland?  

Never again will I buy from this company or a t of it's affiliates. I see so many people complaining on this forum with full rights to complain about the awful service received by Fitbit co. 

Surely something can be done about this ?

Moderator Edit: Clarified subject

[Odyssey13]

Hi @JD1980  can't really answer you as I'm in the USA, but I did ask a moderator to stop by to address this issue with you.

[SilviaFitbit]

@Odyssey13 Thank you for flagging this post. 

@JD1980 Hi there. Thanks for the detailed information shared. 

I see where your frustration is coming from. Your feedback and comments are appreciated, this helps us to continue improving. It's odd the address that you received taking into consideration that you're in Ireland, I was able to update your case details, our Support team will investigate this further and get back to you. 

Your patience and understanding is appreciated, while you receive an update from them. Hope this helps. 

[m-umar]

@JD1980I believe support team is doing its level best but Fitbit management is a different story altogether. Since the sale to Google things just not heading the right direction for Fitbit. Fitbit releases smart devices every two years and sufficient time for R&D, testing etc but I at lost to explain current issues with Versa 3 and sense. There is a urgent need to improve their return/replace policy and procedures. It takes a long time to initial contact with support team to  get the items replaced and people left without a devices during this process especially if one is preparing for race or trying get back to fitness. My daughter has given me her Sense as she has similar experience to you but can't be bother & had the time to go through the lengthy process of get it replaced because I doubt it can be fixed. I will try to charge it this some time soon & take it for a test but currently I've gone back to my Garmin tracker for now. FYI I had a Versa 3 which was replaced with refurbished one but this one started slow charging error from day one. I'm (was) preparing with colleagues for a race which is on hold now.

Not right at all what has happened to you and I'm sure Fitbit will eventually  resolve this issue but point it that it shouldn't have happened at the 1st place with policies and procedures in play.

I'm still hoping Google looks into Fitbit management to come up with a solution before its too late.

[JD1980]

Thankyou Sylvia. I contacted Fitbit support yesterday and was issued the RMA only (and was insisted) the email with RMA and return details would only be sent after the chat ended. I find that very suspect and then when I saw the Canadian address I realised why. You can imagine my horror when I saw I had to return it to Canada. I was really confused for the reasons stated in my original post in bold type. 

I assume that you can access my RMA via my account ? 

My other concern would be the 45 day return rule as I bought my Fitbit on August 11 so 45 days is closing in fast and I worry this is where I will be all of a sudden denied my refund as the process may be intetionally delayed.

I am speculating of course but that is because I have read and been dismayed to see so many other customers having similar issues with returns and refunds. 

I honestly so wish the watch worked as advertised because it is actually a lovely watch to wear. It is aesthetically pleasing but the features of the watch considering the huge price do not reflect or work as advertised which I do believe is false advertising.

Also, the problem is aesthetics mean nothing when there are so many flaws in the software. It doesn't "sense" much at all. As I mentioned once before an activity and sleep tracker watch which I bought for a tenth of the price worked phenomenally better so it is so disappointing for me.

I am honestly saddened as I bought this watch as a gift to myself as no one else ever does! I suffer with some issues with chronic pain and wanted to first track my sleep and learn how my patterns were and for the latter use for fitness functions to try and overcome my chronic pain with exercise. The premium guides available with the watc were also so attractive but basically I had bought the watch for encouragement and motivation and of course how nice it looked.

I really hope someone can solve this for me. I have a disabled daughter who needs me feeling well apro be able to look after her and her nest interests and as of this I am not someone who is afforded the ability to spend that colossal amount of money on a watch but I had saved for it. After giving it 4 weeks and a few days to give it a chance to sync with my own physiology I very sadly had to accept I had made a grave mistake in purchasing it. 

I really hope someone can reassure and help me get a refund to be able to consider a different watch or to just not bother and track my fitness the old fashioned way! 

Thankyou, 

J.D

[m-umar]

@JD1980I believe the 1st contact with support would be considered as the time of return not when actually it occurs. It is not your fault that Fitbit doesn't have a local support site or dealer to deal with these kind of issues in a timely manner. We are all here for you to support you in anyway to get it resolved even if we have to revolt collectively against Fitbit but hope it doesn't coem to that.

Sorry hear that you're looking after a special & wonderful person in your life and I sincerely hope that you come over this reoccurring pain very quickly.

 we owe you a lot as it is not one person's responsibility to take care of the most vulnerable among us but it is for everyone so thank you.

Keep us posted how you going with Fitbit.

[JD1980]

Thankyou for your very kind message.

Yes, it's been a very long road , 18years at this point (from the commencement of my daughter's condition and mine which closely followed due to PTSD from her birth, she was born flatline)

She is doing well, I am the mess, but she obviously still needs her mother. I have always fought for her no matter what and always will. 

Unfortunately the condition I obtained from the PTSD resulted in an incurable condition which has progressed to comorbid conditions so it's unlikely I will ever be myself again, I can only hope to improve and become as strong mentally as my daughter is. My pain management is at top tier level at the moment so I must also be very vigilant of these medications and never abuse them. I am honestly touched and I thank you for your support.

Fitbit Netherlands contacted me following @SilviaFitbit "s escalation of my query to support and my Fitbit Sense is currently being tracked and was delivered Ireland on the 13th. Have been advised there is another 5 business day wait to confirm the watch has been received safely and complete necessary documentation etc

I hope this will be an end to my issue and considering the help received so far I will be keeping an eye on other Fitbit watch reviews and releases instead of jumping in wildly and buying something so spontaneously. I hope Fitbit does help others who have had issues with this product as it seems to be across the board judging by the forum. It's a shame that these products haven't been recalled and many are having issues with returns because it is not the customers fault the software, charging and considering the cost paid the software and sensors are such a mess.

Again thank you for your help and kindness @m-umar and @SilviaFitbit ,@Odyssey13 

I really hope there are no more issues with return process. I need it like a hole in the head right now. I begin some PTSD therapy today after admitting the inner battle for so long so thankyou so very much for your sweet words @m-umar 

[Odyssey13]

@JD1980  Fitbit does their best to help people and let's hope soon that you're back to wearing your Sense. Sounds like you're a good mom to your girl despite anything that's happened to you. Hope your therapy gives you some tools to use to cope with life's stress and to give you peace. The link in my signature is for the more social area of the forums. People share their recipes, struggles, victories and more. It's a good place to read and if you need to feel less alone, post there.

[SilviaFitbit]

@m-umar Thanks for your kind words shared on the forums. I'm glad to see that there are users like you here. 

@JD1980 Thank you for keeping us posted. Glad to hear that you were contacted by Fitbit Netherlands, hope you can continue taking care of yourself and your daughter, you're a strong woman. 

As @Odyssey13 mentioned, you could visit our Health & Wellness board, you'll find many tips and you can post yours too. 

Have a good week. 

[m-umar]

@JD1980I totally agree with @Odyssey13 about Fitbit support team which are really great and do their best to solve the issue but there is so much could be done online once these devices play-up. I don't have issue that here & there, like other things in life, these devices bound to act up but I do have a problem with release of faulty devices at the 1st place without proper testing & lack of oversight at R&D which is the case with Versa 3 & Sense. I own both of these devices and both have been a big disappointment. I start using my daughter's sense since yesterday and had a run on treadmill and band kept coming off (3 times) and not to mention the HR especially it was all over the place at high speed. I was huffing & puffing but HR max showed on sense was 133 which i quite low compare to Garmin (145) on my right wrist. I'll try it outside this weekend. No wonder my daughter stopped using it.

Reading through your post I can see you're a fighter and a resilient person so I'm sure you will come out at the other end. Always here if you like to have a chat on personal level or through this forum. Hopefully your situation improves soon.