Sense replacement came with scratches

[JCL1]

Buyer beware— I purchased a brand new Fitbit in early July and contacted the company three days after receiving it because of a factory defect. I was told to return it and they twice they replace it with a clearly refurbished Fitbit with plenty of scratches to prove someone else had used it first. Has anyone else found themselves in this situation? I am just stumped that I am in this situation. 

Moderator Edit: Clarified subject

[Odyssey13]

Hi @JCL1  the warranty information clearly states that a refurbished unit may be what is sent out as a replacement. You can see the warranty here - click to read.

[JCL1]

I am well versed with the warranty. Doesn’t it seem unfair to give a used Fitbit to someone that purchased one brand new and had it a mere 3 days? It came factory damaged. I was hoping this forum might lead me to an actual person in this company that could help. I fail to grasp why I should be penalized  for something out of my control. 

[lablover55]

We are just users here with an occasional moderator who stops by. Hopefully, they can direct you...

[Clove6060]

Good luck with your issue. I hope you get it sorted to your satisfaction. I’d be pretty upset as well. I don’t mind refurbished but it shouldn’t have scratches. However, a true refurbished has been inspected and repaired so it can function like new, though it may show wear from use.

[m-umar]

Yes I had a similar experience regarding Fitbit replacement. My watch was replaced with a refurb which started charging error from day one and by that time I had wasted enough time that I gifted out to my friend's son. These returned devices are send back or returned for a reason by users so, don't off load them to new customers.  Customers are being short-chained here by the Fitbit in a big way and only explanation comes from a moderator!  Where is Fitbit Rep to explain! If my super market does that it would be all over the news yet Fitbit is getting away with it. NOT GOOD ENOUGH.

[Odyssey13]

Hi @m-umar  you've been on the forums and posted long enough to know that the only Fitbit representative you see on the forums IS the FItbit Moderator.  Might be a good time for members to know which people posting on the forums are Fitbit Employees.  click to learn how

[m-umar]

Thanks for the clarification @Odyssey13. FYI, I didn't know who & how to recognise the employee of the Fitbit in this forum and assumed all are non-employees here.

[Odyssey13]

That's why I shared that with you @m-umar . In many forums, a Moderator is a volunteer but on these forums, a Fitbit Moderator is a paid employee of the company. 

[m-umar]

Nice to know that Fitbit has paid employees to monitor this site because volunteers can do so much. I suggest if that could be flagged on the front page. Most of us in this very fast paced environment don't have a time to read. Let alone log worded articles like user access policy docs.

[MarineSeabee]

JCL1 I agree 100%! I just purchased mines from the AAFES Post Exchange on 10/03/2021 and then had to send it back by 10/08/2021 to Fitbit! I am not a Happy Camper! 

[JCL1]

I am so sorry. Be ready for the very long time that it takes to get from where you are to where they want it to be and then get the new device back to you. The amount of time the first one took ate up my warranty so I couldn’t even take advantage of getting my money back. Unless Fitbit intervenes and makes good—I will have wasted $245 as I am not going to wear a scratched device with a used dirty band. 

[MarineSeabee]

Point Taken! Thanks for the feedback! 

[Odyssey13]

@m-umar  you might want to go to Feature Suggestions and make that a suggestion. click to go there.