Sense return process is taking too long

[Lpost]

Hello,

I don't know who else this is happening to but I bought a Sense in November 2021. In January a clicking noise started when I pushed to button on the side. Customer Service sent me a label to returned and replaced the watch. It was sent on 1/13/22 and as of this date, 2/17/22, it is still not there and I have received no tracking updates since 2/13. I was told it would arrive on 1/27, then 2/11 and then promised, by Fitbit, it would be there by 2/14. Not only am I losing he watch for a prolonged period of time but I am also losing months of Premium that I received for 6 months when I bought the watch. Customer service does nothing the help except sending me the Fedex info I already have. Fitbit better take a look at the carriers they are using. It is beyond frustrating and I have never been more disappointed in a product, a company and FedEx.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Lpost  while you wait for the return of your Sense, try Mobile Track, the app from Fitbit for when you don't have your device. click to learn more

[Jakesmama2020]

I am dealing with the same thing! Mine totally shut down and wouldn’t restart. Talked to customer service and they said I am eligible for a replacement. They too sent me a label, I shipped it right out, and it STILL hasn’t arrived. FedEx keeps pushing the date to their facility back and customer support is useless. I could have drive it to CA by now! I am extremely upset at all of this: that it broke in 2 months and Fitbit hasn’t done anything to rectify my $250 purchase.

[Lpost]

I did and it stopped updating.

[Lpost]

I finally got someone competent in Fitbit customer service. She sent me a link to have the watch replaced for free. Now let us see ifI can get it within a month!

[AndreaFitbit]

Welcome to the Fitbit Community, @Lpost and  thanks for getting back to us @Jakesmama2020, @Odyssey13. I´m sorry to hear about your Fitbit Sense return. 

I understand how frustrating this could be and thank you for your feedback, we don't want to create frustration in our customers. We are always looking to improve and appreciate all your comments.

Thank you for your advise @Odyssey13.

[JMacWoody]

Same here.  I sent mine back via Fed Ex on January 5th.  Still no delivery date.  It's been to California, Arizona, back to California, etc.  Complete run around from Customer service.

[JMacWoody]

I am experiencing the same thing!  I returned mine on January 5, 2022, using the FedEx label provided by FitBit.  It still hasn't been delivered.  Agree that customer support has been useless.

[SunsetRunner]

This is horrible that they could care less and we are just out of money.

[Lpost]

Fitbit finally decided to send me a new one without having my broken one
delivered. Be persistent, sometimes it pays off. Now I just hope I get it!

[AndreaFitbit]

Thanks for getting back to us @JMacWoody, @SunsetRunner and @Lpost. Thank you for sharing your experience, I understand how frustrating this could be.

Please keep in touch with our team in order to get a resolution. 

[SunsetRunner]

How long did it take for them to do it? I hope it actually shows up for you.

[AndreaFitbit]

Thanks for getting back to us and for sharing your query @SunsetRunner.

Since your your package is already at our Warehouse our team will move forward according with your case accordingly but I don't have the information about how long it will take. You can contact our team again in order to get more information. 

Thank you for understanding and for visiting our forums. 

[SunsetRunner]

This is not true Fitbit is still saying it's not in the warehouse. From the
looks of this its a malicious delivery scheme between fitbit and FedEx so
that equipment never arrives and customers are out of money and a
functioning device. I've never would of expected this I should of checked
this forum before sending it back at least I would of had a partial
functioning device instead of nothing.

[Lpost]

I was delivered today!

[danig8]

This happened to me too.  My return through Fedex has been in transit for approaching 6 weeks but has not yet arrived.   After 3 weeks, Fitbit agreed to send me a replacement anyway, which was damaged by Fedex after being in transit for 13 days.   So Fitbit sent yet another replacement (through the post office, thankfully) which I got in 3 days.

[SunsetRunner]

Wow I'm glad you finally got it. I'm still hoping they will send me one
soon.