Returned Fitbit Sense

[atlanticroc]

Dear support,

I have returned my malfunctioning Fitbit Sense device following every instruction provided by the Customer Support service. The Track&Trace code states the package was delivered about 7 days ago, but after contacting the Customer Service several times they tell me they were unable to find my product and ask me to keep an eye on my email without giving me any expectation (nor any trust that they are actually addressing the problem as I have to explain them everything over and over every time I contact the Customer Support). I have never experiences such service form another company (specially for a product this pricey) and I have the feeling that I am being Scammed by Fitbit. What should I do at this stage to get a serious and definitive answer, instead of a scripted repetitive answer?

Moderator edit: updated subject for clarity. 

[JuanFitbit · Accepted solution]

Hi @atlanticroc ! A warm welcome to the Community! Thank you for your message and feedback. 

I requested information about your case and Support informed that you should have received news today. 

Please check your inbox. If you cannot see the messages there, please check the spam/junk folder. Sometimes the messages are redirected there. 

See you around. 

[atlanticroc]

Thank you. It seemed to have helped. Got contacted by the Support team and they're shipping the replacement product.

[JuanFitbit]

Hi @atlanticroc ! Thank you for your reply and the good news. 

I'm glad that the situation got solved and you can keep tracking your steps. 

Please have a look at our Heath & Wellness boards. You can find a lot of tips and friend . Eg. about Get moving

See you around.