Sense customer service experience

[JaveaJim]

My new Sense is/was underwhelming. Worst still is how Fitbit customer service fails to respond adequately. I bought my Sense in late June of this year, along with their warranty package. A few weeks later, it started running out of power in less than a day. I shut down all the extra apps, and that didn't change the situation. I spent time online with a tech who, after several test routines, told me to fill out and submit a form he was sending, and I would receive instructions for how to return my unit for a replacement. As a result, I received an email from Caroline B. and the Fitbit Team for additional information. I provided the information to Caroline B., who sent me a mailing label to return my unit. I did as instructed and paid the required postage to return my unit through the USPS. After waiting three weeks for my replacement, I contacted customer service asking about my replacement. I received a reply saying since they had not heard from me, my case was closed. I went to my Post Office to trace the return package and learned it was delivered 5-days after being sent. I again emailed Fitbit with this information and included the complete chain of emails associated with the process. It's been 10-days and, I continued to be ignored - no answers or further explanations have been provided. From this experience, I can only recommend to those I know, don't buy a Fitbit. 

Moderator edit: updated subject for clarity. 

[Odyssey13]

Hi @JaveaJim  I've notified a moderator about your post. Was a long time between your receiving an email with instructions on how to return it and your actually returning it? Might be why the case was closed. The more you share, the better to assist you.

[AndreaFitbit · Accepted solution]

Thanks for getting back to us and for sharing the steps you have followed in oder to get a replacement Sense @JaveaJim. Thank you for the heads up @Odyssey13. 

I checked your case and updated it with your information. It was updated today's morning. You should receive an update in the next days. 

Thank you for your patience and for visiting the forums. 

[Emilyisangry]

I tried to continue a conversation with customer service and my link was shut down immediately after their email telling me they’d do nothing - be patient and wait for updates.

i replied, and was sent a message saying “it’s been a while since we’ve chatted so we’ve closed this case”

one minute after the email was sent to me

one day after my 5th chat with customer service

[AndreaFitbit]

Welcome to the Fitbit Community, @Emilyisangry. I'm sorry to hear about your Customer Service experince. 

I understand how frustrating this could be and please contact our Support Team again. I tried updating your case but, as you mentioned, it's already been closed. 

Thank you  for your patience and for visiting the forums.  

[m-umar]

I totally agreed about closing the cases so quickly and my was also closed after I logged the request about my sense (my daughter's old one)  was rebooting without any reason and strap was falling off mid exercise. I received an email about incident closure (& no communique in between) within a week or so stating that since I didn't contact the support team its been closed whereas in reality I was waiting for them to come back to me with the solution. I think team is strictly under pressure to meet SLA.

Anyway I've not contacted the support back again yet about the reboot issue but strap issue has been looked at separately now.

[AndreaFitbit]

Thanks for gettig back to us and for sharing your experience @m-umar. 

I  advise contacting Customer Support again.

I also noticed that you're getting another band soon.

Keep on visiting the forums.

[m-umar]

Yes @AndreaFitbit, I'm getting another strap to see if that fixes the problem. I'm hoping it does as I'm on a routine now and hate to part with my sense in the middle of it. FYI strap always falls from the same side which made me contact support at the 1st place.

As for the random rebooting I'm putting up with it for now due to my work routine and hoping it goes away. Although it does require me to re-add card to it as it rests all settings to default.

Thanks for taking note of it though.

[AndreaFitbit]

Thanks for getting back to us and for letting me know about the strap @m-umar.

Did you tell our Support Team about the band falling from the same side? 

Random rebooting and resetting settings to default shouldn´t occur. Please let me know if this situation persists.

Keep on visiting the forums. 

[m-umar]

@AndreaFitbitthanks for taking the notice. Unfortunately I can't recall whether or not I told them about the same side!

I've not added the card since the last reboot which was, I think, last week sometime and that was the give away for me that sense has rebooted. There were 1-2 occasions where I needed to press & hold the button to complete the reboot as it was stuck on the logo. Today I recharged it (when charge was <4%) and it was stuck on 99% for a while. I left the sense on the charger to get to 100% and when I came back after 10-15 min it had a logo on it. I probably watched 5-7 seconds & then end up pressing the button which cleared it. And at that time it was 100% charged though.

As I said I really trying to avoid sending it back to be replaced as it takes 3-4 weeks & I'm sure longer time frame now since Australia Post is struggling with the festive parcel rush. I struggle without my device to be motivated. yes I'm admitting it.

[AndreaFitbit]

Thanks for getting back to us and for your feedback @m-umar. I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through.  

You can contact our Support Team in order to continue receiving assistance.

Keep on visiting the forums.