Sense replacement process is taking too long

[Sharyn_W]

I had a new Fitbit sense, which never worked, just kept resetting every few seconds. I contacted support and was offered a replacement. I received an email with a form to fill in, which I did, then I received Another email saying they would be in touch shortly. 
this was 2 weeks ago. 
I’ve contacted support again, it appears the case hasn’t even been reviewed yet! How long does it usually take? It’s pretty poor when there’s no contact to say what’s happening, I feel like they’ve taken my hard earned cash for a device then when it doesn’t work (never even tracked a single step!) they’re dragging their heels to resolve 🙇‍:female_sign: anyone else had any experience of this? I’m really not impressed 


Moderator Edit: Clarified subject

[JuanFitbit]

@Sharyn_W , A warm welcome to the Community! Thank you for taking the time to contact Support and for sharing your experience.
My apologies for the time it took. 
It seems that there was something wrong with your case. We cannot discuss this here, as this is a public place. But for more information regarding your case, you'd better contact Support. 

They informed me that you already received the assistance needed and your case is being worked on. 

[Guy_]

Hi @Sharyn_W - did you know if you are unhappy,  Fitbit have a 45 day refund policy or possibly authorised dealers too, some stores provide 14 to 30 day refunds.