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Sense was returned but haven't received a response

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‎09-27-2021 12:22 - last edited on ‎09-27-2021 16:00 by Fitbit Moderator

‎09-27-2021 12:22 - last edited on ‎09-27-2021 16:00 by Fitbit Moderator

My new fitbit sense stopped working within two month contacted fitbit and they sent another that stop working about 4 months in.

Spoke to customer service and they insisted I needed to sent it back in the original box. I looked for it and sent it almost  two months ago and have yet to receive anything from fitbit.

I called repeatedly and was given different stories by different representatives.

The last communication I heard was that it's was on the way. But that was weeks ago. 

I've used fitbit since 2015. At this point I am considering other options. This is unacceptable.

 

Moderator Edit: Clarified subject

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4 REPLIES 4

‎09-27-2021 13:26

‎09-27-2021 13:26

Hi @Cocozerbo do you know if it arrived at their warehouse? I know it takes time to arrive as the USPS is slower than usual and it takes time to verify the proper parts are received at the warehouse.

Stepping in the U.S.A. since September 2013. Android 14

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0 Votes

‎09-27-2021 15:08

In response to Odyssey13

‎09-27-2021 15:08

They confirmed it did.

 

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0 Votes

‎09-27-2021 15:10

In response to Cocozerbo

‎09-27-2021 15:10

I've notified a moderator, so they can stop by to assist. It may be the warehouse is tied up more than usual and you will get an email when it ships.

Stepping in the U.S.A. since September 2013. Android 14

Best Answer

‎09-27-2021 16:08

In response to Odyssey13

‎09-27-2021 16:08

Hi there, @Cocozerbo. @Odyssey13 Thanks for the heads up.

 

@Cocozerbo I'm sorry that you've gone through this situation with your Sense, as well as the interaction with our Support team. I understand how you're feeling as this isn't the type of experience that we want you to have. Our team strives to improve our products and services, and the input we receive from our members is a big part of the process. Your feedback is truly appreciated and rest assured it won't go unnoticed.

 

I went ahead to review your details and it seems our Support team sent you an email a few days ago with information about your case. If you haven't done so, please check your spam or junk folders to find their email. You can get in touch with them via chat or phone by clicking here to receive updates about the replacement process.

 

See you around.

Best Answer