Sense has been locked and cannot be paired

[Seyma90]

Since my own fitbit sense, which I bought via fitbit itself was dead, they sent me a new one by warranty. Its three weeks that I got it now, but I cant use it. It says this

cannot pair

This device has been locked and cannot be paired. This may happen if a device is reported lost or if a warranty replacement has been issued. If you believe this is an error, please contact Customer Support.

Well this is the device Fitbit itself sent me to replace my original device. 

I have contacted support several times, via chat, dm and mail. Three weeks and no reply. Today I chatted again and they ensured me I will be mailed. 

In the meantime I have an useless device which should have been a working replacement.

This is really frustrating me.. 

Does anyone know what to do?

Moderator Edit: Clarified subject

[SunsetRunner]

Hello @Seyma90 

I can flag your post so a moderator can address you issue. Your particular situation requires their expertise. Hopefully they will address your post soon. 

Good luck to you. 

[Seyma90]

Thanks, I look forward to hear something!

[LizzyFitbit]

Hi there, @Seyma90. @SunsetRunner Thanks for the heads up and your help.

@Seyma90 Thanks for the detailed information, and your efforts while contacting our Support team. I understand how frustrating this has been for you, and apologize for this inconvenience. This isn't the experience that we want you to have with a replacement and because you already have a case created, I've forwarded your posts so our team can provide you with further assistance. While there might be a delay in their response, rest assured your case is in good hands and they'll get in touch with you soon.

[Seyma90]

@LizzyFitbit 

three more weeks past

I only got a message that it would take longer.

feels like they hope I forget about the case and go get an apple watch:)

why does it become my problem that you Fitbit sent me a broken replacement?

[LizzyFitbit]

Hi there, @Seyma90.

Thanks for getting back and the details provided. I see where you're coming from and while checking your details and it seems your case is under review. I'm sorry this has taken this long and I'll forward your post so they can have them on hand. Because they have access to all your details and options, my best advice is to keep the communication with our team. Your feedback is appreciated and you can always get back to me if you have any other questions.

[Seyma90]

In the meantime it’s been a half year I think.. the only thing I hear is that fitbit is on it. Worst support experience ever. 

[LizzyFitbit]

Hi there, @Seyma90.

Thanks for getting back to me with these details. I understand your point of view and truly apologize for this situation. This isn't the type of experience that we want you to have and I appreciate your feedback as it'll help us to evaluate our procedures, as well as prevent this from happening again.

I've gone ahead and requested a new case on your behalf so our Support team can review all your information and provide you with assistance. Please keep an eye on your inbox as they'll get in touch with you via email. And if you need anything else, don't hesitate to let me know.