Sense - Replacement hasn't arrived yet.

[Valjrss12]

I purchased a new Sense because it advertised a 6 day battery life.  After charging it every 2 days upon it's purchase.  I called tech support and they authorized a replacement.  They were very clear that they would send me a replacement in 5 Business days once the original was reviewed.  They would email me a return RMA and all I had to do was take it to ups 

What they never mentioned was how long it would take to return it.  Mine was sent out on the 3 and still hasn't arrived on the 9 and not due until the 13th.  They are unresponsive to this fact and keep replying the replacement will be sent out 5 days after they receive the old one. That's not the point.  The point is why did it take so long for you to receive it and why isn't an acurate tracking number enough proof it's coming.

Moderator edit:  updated subject for clarity

[Odyssey13]

Hi @Valjrss12 once the package is in the hands of the shipper, it's out of Fitbit's control. When it arrives at the warehouse, they will make sure the contents match what is supposed to be returned. After that, they issue the replacement and email you. 

[Valjrss12]

Well it is still in shipment.  This is Fitbits fault because they set up the shipping.  I have been without a tracker for 3 weeks.  Your replacement policy is terrible.  I will tell everyone about it

[Valjrss12]

They haven't gotten any better.  So far I'm 3 weeks out and they still haven't received it.  They paid for the shipping so they must be using the absolute cheapest shipping possible.  Also their policy isn't like others who Ship replacements once a tracking number is provided.  My sense was brand new so I better get a new one.

[Odyssey13]

@Valjrss12  when I purchase from Amazon, as an example, they have no hand on the package once it's turned over. I've had packages from the USPS and Fed Ex, but the carrier is responsible for them once they have picked them up. It's just regrettable you had this happen at the busiest time of the year. Next week, according to the USPS is going to be very hectic.

[JuanFitbit]

@Odyssey13 , Nice to see you around. Thank you for sharing your insights and experiences with the shipping services. 

@Valjrss12 , A warm welcome to the Community! Thank you for your messages and for your feedback. 

I apologize for the experience you are having. Be assure that this is not the one want we want for you. 

As soon as the package is shipped, you should have received a tracking number and an address where you can track the package. 

This information is provided by the shipping service as we don't have control of it when they handle the package. If you haven't receive the tracking number you can always check with our Support team, as some personal information musst be verified, and they will be more than glad to help you further. 

Your feedback is very important for us and will help us improve our services. 

See you around. 

[Valjrss12]

Well it took a month for the return. And when I called and complained they
said a replacement would be sent overnight and now I've waited 3 days for
it. I really depend on my fitbit and going without one is a real hindrance.

[Odyssey13]

@Valjrss12  while you wait - MobileTrack - see if Fitbit's MobileTrack might work for you while you wait. click to learn

[samanthaeneuhau]

How long did it take to receive your device? I Am currently 8 days waiting for mine and have contacted all potential shippers and all say they do not have my package with the number given to me. 

[Odyssey13]

Hi @samanthaeneuhau the original poster hasn't returned since they last posted December 19, 2021. so we don't know. Asking potential shippers? Seems like a waste of your time, as there are so many ways from the United States Postal Service to Fed Ex or UPS.

[samanthaeneuhau]

I’ve gotten ahold of Fitbit several times to have them keep telling me to “wait a few more days” so I’m really curious if they make a shipping label without having a product and then just wait to ship? Or what is going on here. 

[samanthaeneuhau]

I was first given a ups tracking number and then a fedex and now a ups again. FedEx ups and usps all have no record…

[Odyssey13]

I've asked a Fitbit Moderator to stop by to assist you. They can tell more from their end.