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Returned my Sense - waiting for my replacement

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‎02-20-2024 07:41 - last edited on ‎02-20-2024 11:46 by Fitbit Moderator

‎02-20-2024 07:41 - last edited on ‎02-20-2024 11:46 by Fitbit Moderator

I sent my Sense2 back because the charging strips on the back of the watch came off. I owned Fitbits for quite a while and prior to this instance I would've received  a replacement  before I had to send the defective watch back. Now, it's been over a week and I don't have a replacement or any communications from Fitbit. I know they received the defective watch because of Fedex Tracking and I'm growing frustrated.  Customer service is not the same any longer and I'm ready to pack it up and move on. Anyone else???

Moderator edit:  updated subject for clarity

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2 REPLIES 2

‎02-20-2024 09:57

‎02-20-2024 09:57

Hi @FlorieB  from what I've learned on the forums, when your device is received at the warehouse, it takes time for them to go through the package to verify that it is the item that you were supposed to return. Their business week is Monday through Friday, so weekends don't count in their time frame. Yes, customer service used to send a replacement device without expecting the old one returned, but it seemed a lot of people were just trying to get a new device. Unfortunate for those honest people, but it happens. Give it a bit of time. Customer service is good, but as with any company, they have a routine that needs to be followed. When you get it, set up as a replacement device on an existing account so your history will continue.

Stepping in the U.S.A. since September 2013. Android 14

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‎02-20-2024 12:32

In response to Odyssey13

‎02-20-2024 12:32

@Odyssey13 , Thank you for your explanation and sharing your experience. 

@FlorieB , A warm welcome to the Community! Thank you for making us aware of your situation. 
I've contacted Support on your behalf and was informed that you will get a message via email soon. 

We appreciate your feedback and your patience while your process is being worked on. 

JuanFitbit | Community Moderator, Fitbit. Hat dir mein Beitrag geholfen dann markier ihn als Lösung und gib mir Kudos !! Habt ihr Tipps um fitter zu werden? Lifestyle Discussion forum.

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