Funny how we place an order for overnight shipping and Fitbit spends 4 days "processing" the order, isn't it? Well, this is how this story starts.
Because after waiting for almost a week to get overnight delivery, I've received one of those units that only charge slowly. I've tried it with multiple chargers, cables, and wall outlets, all of which worked well with a different Sense.
So I called them, they asked me to try a number of things, none of which worked. In the end, I had to send it back for a replacement. They didn't tell me what to send back, so I repackaged everything (box, manuals, even the plastic wrappings), as I believe I would get back what I paid for: a brand new one, boxed. That's what I paid for, right? The promise was that they would receive it back and send me a replacement one in 5 business days.
So I sent it to them. It took it about 2 days and then I waited for 5 business days. No tracking code for the replacement. I've called them and they finally sent me a form to fill in selecting color, address, etc. With that, I'm already without the device for 1.5 weeks (remember that I bought it with overnight shipping?).
I wish I would have received what I paid for and it would have been the end of the story. But no. They have sent me just the device (or how they call it, the pebble). Adding insult to injury? Refurbished. That's right. Now I have a refurbished device missing the charger and all the accessories.
So I called them and explained the whole situation. The agent informed me he had talked to his supervisor and they agreed to send me a new, boxed one, as soon as they had received the refurbished back. So here I go, sending them the refurbished back, waiting another week for them to send me the new one. I've called them on the same day they had received it and they confirmed they had received it. I asked them if they had it noted to send me a brand new boxed one and they did. Everything seemed good (if you can call all this ordeal good) and they proceeded with sending me a new one with overnight shipping. On the email, it didn't list a boxed Fitbit. Instead, it listed the wristband (2 sizes), charger, and pebble. I noticed it was not what was agreed on and called them immediately, looking for confirmation. Unfortunately, the first agent said that I would be receiving what they had sent to me and hang up on me (literally said "bye" and hang up on me). I had to call again and the agent told me that there was a note to the shipping department to send a new one and that I was expected to receive a new one, as we agreed.
Guess what? I have no box, manuals, anything. I have 2 wristbands, a charger and... a REFURBISHED pebble. Why, Fitbit, do you think you can sell me a defective unit and then have it replaced with a refurbished one for the same price? Why are you reducing the value of my purchase because YOU sent me a defective unit?
So now I'm done. I'm returning the Fitbit Sense. The worst customer support I have ever had.
