Sense return process is taking too long

[BrianWW]

On March 7, I posted a thread about how my Sense stopped working after using an off-brand charger. Everyone here was very nice, including the moderators and the team which contacted me via email about returning the item.  I sent it off via US Postal Service on 3/11.  I understood that it would take 3-5 business days to hear from Fitbit once it was received.

After 14 business days, I called Fitbit yesterday (April 1st).  To my surprise, the man on the phone told me that it was at a FedEx warehouse in California.  I was taken aback by this, as I didn't use FedEx to ship it.  He then told me that it was at the last stage before getting to the Fitbit location!  He could not tell me why it had to be shipped via FedEx from the address I sent it to, which was provided by Fitbit on the shipping label.  He could not tell me how much longer the delivery might take.  All he could tell me was that once it arrived, it would still take at least 5 business days before I could expect to hear from Fitbit.  Rather than subject that person to my anger, I told him I had no further need to speak to him and ended the call.

Today (April 2), I decided to send an email to https://contact.fitbit.com since that was the address that had provided me with the shipping information.  I received an instant response that stated, "While we’re no longer offering support by email . . ." even though that was the address I corresponded with in early March.

The Sense was a Christmas present that replaced my old Charge 3.  I wore the Sense for roughly 10 1/2 weeks, and have been trying to get it replaced for 3 weeks at time of writing.  There is still no end to this situation in site, and it will be over a month to get my Sense replaced. 

I realize that the Sense has a lot more features than the Charge 3, but at this point there is no comparison in reliability between the two products.  My daughter, who bought it for me, tried to get me to pick an Apple Watch.  I told her that I was a Fitbit user, and didn't want to buy a watch that would require an iPhone to use all its features.  After this experience, I am definitely reconsidering that stance.

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi there, @BrianWW.

Thanks for the detailed information and the time taken while contacting our team. This isn't the type of experience that we want you to have and I apologize for this inconvenience. Every feedback shared by our members in the forums never goes unnoticed as it helps us to evaluate our procedures and improve our services. I appreciate your feedback about this process and rest assured it hasn't gone unnoticed.

As you may know, our team will proceed with the replacement as soon as they confirm the return of your package. I understand where you're coming from about this process and I've forwarded your post to our Support team so they can provide you with more details about your case. Our team will keep the communication with you via email; however, you can chat with us online or give us a call by clicking here in order to to start a new interaction with them.

[BrianWW]

While I do appreciate your forwarding this to the Support team, as of today (April 8, 2022) there has  been no response from them of any type.  Because of this, I am presuming that they still have not received my Sense.  We are currently three days short of one month since I sent my Sense back to have it replaced.  This is, to be frank, an unacceptable level of customer service.  My Sense has now spent 25% of its time since I got it lost in the ether, in an attempt to get it replaced.

I believe that you did what you said in the post above, so please do not take this as any type of personal attack.  Given the number of threads about this product on your forum, however, I have come to believe that this product is a bit of a "lemon" for Fitbit.  Because of that, Fitbit appears to be deliberately avoiding replacing the faulty products for whatever reason(s).  I presume that my replacement, whenever it may arrive, will be a new Sense and not a refurbished one.

[Clove6060]

Let us know how it turns out and it may behoove you to confirm that the new watch will be warranted for the remainder of the original Warranty Period or thirty (30) days, whichever is longer. 

[LizzyFitbit]

Hi there, @BrianWW. @Clove6060 Thanks for stopping by to share your insights.

@BrianWW You're welcome, thanks to you for keeping me posted about this situation. I totally understand how you're feeling and I apologize one more time as this isn't the type of experience that we want you to have. Our team constantly works on our services, and feedback like yours helps us to evaluate our procedures and improve the overall Fitbit experience.

About your case, I went ahead to check your details and it seems they've sent you an email with more information. If you haven't done so, check your inbox, spam or junk folders. I'm sure our team will continue helping you with this matter, so please keep an open communication wit them.

[BrianWW]

 LizzyFitbit,

Sorry for the tardy response to you.  We had a busy weekend, and I did not keep this thread informed in a timely fashion.  I did receive that email, and had a live chat about the issue.  After looking up my information, the operator sent me a link to go ahead and order a new replacement Sense.  I did that, and the order was accepted at USPS Indianapolis on 4/9, and left there at 3:55 AM today.  According to the tracking number, it should arrive on 4/13.  I will let you know when it arrives.

 I would guess that the reason it was handled so quickly is because you did forward the issue up the chain.  Thanks again for that, and this has gone a long ways towards restoring my confidence.

BWW

[LizzyFitbit]

Hi @BrianWW. I hope you're doing well.

You're welcome and no worries, I'm glad you'll be receiving a replacement soon. Thanks to you for sharing these details, as well as your patience through this process. Your feedback is also appreciated and rest assured your feedback will help us to keep improving our devices, services and overall Fitbit experience. If there's anything else I can do for you, don't hesitate to let me know.

By the way, in case you have some spare time, I'd invite you to visit our Health & Wellness board where you can find great tips and encouragement from other members to achieve your goals.