Sense Replacement inquire

[Vik79]

Hi, I've had issues with my Fitbit sense and spent a few weeks off and on with support till they finally said it's not working as designed and will be replaced. I've sent the Fitbit last week and got a confirmation that the device was delivered to the return hub in Mumbai last week. I'm yet to get any confirmation on when the replacement will be sent. Any idea what's Fitbit's lead time on sending the replacement? 

Moderator Edit: Clarified Subject 

[EstuardoFitbit]

Hi there, @Vik79. Welcome to the Fitbit Community Forums.

Since you have contacted our Support Team after posting here and they've already assisted you. I'll suggest contacting our team back for further assistance. You can check the time frame for your location here: About Fitbit purchases and shipping.

[Vik79]

Yes , I've got the response back from support team on my issue. Thanks 

[virtualgeek]

Funny you ask

I had my sense for 3 weeks and it got stuck at the boot logo screen. 24x7 chat refused to assist me as I am based in Australia and the Australian support team only operate during east coast hours.

By week 4 my watch was dead and was already on its way back to Fitbit for warranty replacement.

3weeks after sending them my faulty did they send me a replacement which has not been delivered yet. Based on my experience, throw it away and buy another smarter watch as the Australian support team at terrible!

[EstuardoFitbit]

@Vik79 I'm glad to read this is already handled in the proper way. I'm here to help. 

@virtualgeek Hi there, welcome to the Fitbit Community. 

I'd like to let you know that I took the liberty to forward the information you provided on your post to our specialist department. I hope you can get good news in the following days. Please keep an eye on your email for the next steps. 

[Vik79 · Accepted solution]

Thats terrible to say the least.Over the years I've seen the support experience to be a hit or a miss depending on the interaction ( less of a miss tbh ). The only thing I can recommend is to keep at it and  hopefully the mods here would pick the issue. Good luck.

[Dave-]

My Sense died at the young age of 16 months. 😢

Reading some articles reveals this is not uncommon. 
Ordered an Apple series 8 and believe it will actually be less expensive over its expected 4-5 year life than the Sense. 
Fitbit insulted by offering a 35% discount. 
Apparently the watch is not repairable and 4 months out of warranty only rates 35% off on a device that may likely last a little over a year. 
Unless Apple really screws up Fitbit has lost a customer forever. 
I expect they will go the way of Palm. 
I really liked the Fitbit app, but it looks like the Apple Watch will do everything to sense and more. I’m sure I’ll get used to it. 

[Smriti88]

I’m having a miserable experience with Fitbit support as well. Sent back my watch around 10 days ago and Fitbit has received it but they say “our warehouse has not received it yet”, whatever that means. 
Every day they tell me that they have escalated my case with their team, and someone will contact me. When I ask them a few more questions, they very rudely exit and close the chat. 
I’m extremely frustrated and don’t know what to do. Any solutions would be appreciated. 

[Mou1]

Hi Dave,

Did you already find a solution? Which one did you go with, if so?

I had TWO Fitbit Senses die, both in a period of 10 months each. They replaced the first time under warranty but the second one was still considered under the first one's warranty. The FitBit warranty is truly awful, although the first one had a replacement sent out to me quickly. I found a place online that repairs the Sense, and also sells the parts and tools if you want to do it yourself. Joesge.com. I recommend using a hair dryer or heat gun to try to get the Sense open before ordering the parts if you plan to replace it yourself. BUT it is possible. And the batteries run just about $25 to $35 with shipping, across varies sites that I've found. Much better than springing for a new smartwatch. At that price, I can afford to replace the battery every 10 months when it dies. Because it will!

Good luck!