Screen popped of Sense

[Somaho]

Well the dreaded screen popping off problem happened to me today, not long to go until my 12 months is up so still covered in warranty but I wonder if whatever defect caused it is actually fixed when I get my replacement.

Raised a support case - the guy asked for a picture of the device with the case number written down so he could see it.

Well I took a photo with the clearly broken device and the case number clearly visible in the background where he asked me to take a photo, but no that is not good enough he wanted the photo retaken with me hand write the same number I just bloody gave them in the previous photo.

Why the hell must I hand write the number instead of having the number typed? The guy couldn't tell me, I asked to speak to a supervisor and he said there was 'none available', so I said I would wait and he cut me off.

I went to twitter to ask the same questions and they can't tell me either, just continually saying 'its for documentation' or just generic phrases that aren't actually answering the question.

I asked who else I could go to and was ignored - it is clear that whoever is behind the twitter account works for whatever hopeless contracted-out support organisation that the chat service is operated by.

Does anyone know where I can go where I won't get made to jump through hoops like a monkey - it is really bad that they are putting artbitary and useless hurdles in the way of their warranty obligations

Moderator edit: format. 

[Gr4ndp4]

Hi, @Somaho, I have flagged your post for a moderator.

Cheers

[TommyIzzo]

Sounds fishy for sure. When I went through this several times over the years for in warranty bands, they  were pretty clear up front about WRITTEN. And you're obligated to satisfy supports requirement. Not the other way around. If I was on the up and up and printed rather than wrote, I would have just written on the same paper next to the printing and send again. Under 5 minutes.  But lets make a thread complaining and wait and see if we get our way? 

[AndreaFitbit]

Welcome to the Fitbit Community, @Somaho. I´m sorry to hear about your Fitbit Sense.

I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently. I noticed that you already got your inquiry resolved.

Thanks for the heads up @Gr4ndp4 and for your comments @TommyIzzo.

Keep on visiting the forums.