Sense was returned but haven't received replacement

[Klynn1]

I was contacted by the company in July and told that my FitBit Sense was malfunctioning with the EKG setting. In August I returned it per their instructions and provided shipping label. It has been over a month and I have not received any email with next steps. I just want it either replaced or returned back to me. I require this device for medical monitoring and had to save to buy it. I feel like it has been stolen from me. I already contacted customer support once and was told it was at the warehouse and I needed to wait for their email. That was weeks ago now 😞

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @Klynn1, welcome to the community, I recommend you approach "Customer Support" here, use the chat facility or phone. It will be a good idea to have the dates you last spoke to Fitbit along with any other information about the exchange.

I hope this helps.

Cheers

[Klynn1]

Was that my question? 🤔 Medical "monitoring" and a medical "device" are most certainly not the same thing. I'll take my advice from people with medical degrees. Thanks. 

[Klynn1]

I already used that exact Chat link. They said the "returns" department is a different contact and can only be reached by email. The chat link is where I was told the device was received at the warehouse. Their answer to me was to "wait for an email". When I emailed the returns department I received a cryptic response saying "my case was closed". They are turning out to be the WORST company I have ever dealt with.

[Gr4ndp4]

Hi, @Klynn1 Thanks for the update, I think you should go back to Customer Support and ask for a full explanation.

Cheers

[Gr4ndp4]

Hi, @Klynn1, I know very well what a legal disclaimer is, all Fitbit devices carry a warning they are not medical devices. This is something different. The point is you sent them your "Sense", apparently no written acknowledgement of receipt and it has not been returned to you and no reason has been given. You should raise the matter with Customer Support.

Regards

[Gr4ndp4]

Hi @Klynn1 , I have flagged this for a moderator.

Regards

[LizzyFitbit · Accepted solution]

@Klynn1 Welcome to the Community. @Gr4ndp4 Thanks for stopping by to help our member.

@Klynn1 Thanks for sharing detailed information about your case, and your efforts while contacting our Support team. As you may know our team needs to confirm the return before they can proceed with the next step. However, I understand where you're coming from about this situation and how important this device is for you. For this reason, I've forwarded your posts to our team so they can review your case and get in touch with you soon. I apologize for this inconvenience and truly appreciate your feedback which will help us to evaluate our procedures, as well as improve our services. 

See you around.

[Klynn1]

Thank you, yes working on it.

[LizzyFitbit]

Hi @Klynn1. I hope you're doing well.

You're welcome and I'm glad to hear that. Once our team gets in touch with you, so please keep the communication with our team as I'm sure they'll continue helping you out and bring you back on track.

Have a good day.

[Klynn1]

I called customer service again yesterday and spoke to a representative on the phone. He confirmed that my FitBit Sense has been received at the warehouse. He said he spoke to them and that I would receive the email within a few hours notifying me of next steps. That was at 9:30am on Wednesday 9/29. As of 4pm on Thursday 9/30 I STILL HAVE NOT RECEIVED THIS EMAIL. This is my THIRD attempt at contacting customer service and third different method of doing so (Live Chat, Email and Phone). I have yet to receive the email that I am told I must receive with next steps before my replacement FitBit Sense is returned to me. To reiterate: I mailed my device with the correct provided return label and instructions over a month ago. And the only reason I returned the device is because the company contacted me, to tell me it was malfunctioning and that I should return it. Now I still do not have a replacement. I made this post to obtain some form of attention or guidance. Obviously, I had made an effort to reach out to customer service prior to posting here.

[LizzyFitbit]

Hi there, @Klynn1.

Thanks for keeping me posted and contacting our Support team in every possible channel. I understand where you're coming from as this isn't the experience that we want you to have, I apologize for the time this process has taken. I went ahead to check your details and I noticed your case is being reviewed by our team. They'll get in touch with you to provide you with further information about the replacement process, so please keep an eye on your inbox and an open communication with them. Please know your feedback has been passed along so we can improve our services and prevent this experience from happening in the future.

See you around.