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Sense return process is taking too long

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‎01-20-2022 18:56 - last edited on ‎02-15-2022 12:36 by Fitbit Moderator

‎01-20-2022 18:56 - last edited on ‎02-15-2022 12:36 by Fitbit Moderator

New Sense lasted one month before stopped charging.  Troubleshooting could not get it working   On 12/27, Cust Service gave an RMA number and shipping label.  Dropped off for shipping that same day.  Tracking shows it went from here in the PHX area to So Cal, where it has been sitting in a warehouse in Chino since the 12th.  Seriously, three and a half weeks?  I could have gotten some steps in and WALKED there, dropping it off in person by now.  What a joke, FitBit contracting with Smart post (combo USPS and FedEx).  FedEx is no help.  Disappointing........

 

Moderator Edit: Clarified subject

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4 REPLIES 4

‎02-11-2022 09:32

‎02-11-2022 09:32

Same situation here - Sense lasted one month before failing.  It's been 29 days since I sent it back, and Fitbit hasn't even received it yet.  That broken tracker has been all over the US.  

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‎02-13-2022 07:07

In response to danig8

‎02-13-2022 07:07

I'm sorry you are experiencing the same thing. After 6 weeks, and the thing bouncing around a bunch, I called and was able to actually talk to a live person.  They reviewed all the activity and were able to ship out a replacement without the other arriving yet. It's supposed to be here Tues. We will see. Looking at tracking on the broken one, it shows it's on a loop back to Phoenix again.  Smh

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‎02-15-2022 03:15

In response to DBS12192

‎02-15-2022 03:15

Did you actually get your replacement?   I had a chat with customer support and they sent out a replacement to me even though my return hasn't arrived (5 weeks in transit so far), but I haven't gotten the replacement yet.  Meanwhile, just like yours, my return is looping in and out of Phoenix every few days.  Very strange. 

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‎02-15-2022 12:50 - last edited on ‎02-24-2024 03:35 by Fitbit Moderator

In response to danig8

‎02-15-2022 12:50 - last edited on ‎02-24-2024 03:35 by Fitbit Moderator

Hi there, @DBS12192 and @danig8.

Thanks for the detailed information, and the time taken while contacting our Support team. I'm sorry for the experience that you've had with the return process, your feedback is truly appreciated and please know it will be passed along so we can improve on our services.

I'm glad you're about to receive a replacement and because you already have a case created, I'd recommend keeping an open communication with them. That way, they can look into your details and provide you with further assistance. You can always chat with us online or give us a call by clicking here to get connected.

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