Sense won’t charge and delayed return

[Sixaranch69]

OK first I was over 300 pounds was diagnosed with diabetes in December 2019 and have since lost 130 pounds and have about 50 more pounds to go I can’t contribute this all to Fitbit because I also have an Apple Watch and yes people look at me like a dumb **ahem** because I am wearing two watches but I like the tracking accuracy of the Fitbit but also like the usability and the functions of the Apple Watch so I continue to wear both watches I’ve had the sense for less than six months and just recently it’s been not wanting to charge I’ve cleaned the Contacts on the charging base I’ve cleaned the back of the watch multiple times and this last time it just wouldn’t charge so I called Fitbit and they said to send it to them today so I sent it in and they had told me that I would be without the watch probably a week may be a little more than a week well it’s been over a week and they still haven’t even received it and I got an email saying that they were going to have the watch  at least five days before they got confirmation that they received a watch from the warehouse and then they would do diagnostics on the watch to find out if it was something that they needed to repair or if they were going to replace the watch I’m going on a trip this week and was hoping to have received it back  in but it looks like I’m going to be without my watch for about 30 days I could’ve went to the store and bought a new watch and not had any disruption in my daily diagnostics my other question is on my Fitbit premium since I’m gonna be without my watch for probably 30 days with Fitbit add 30 days onto my subscription I ask a lady on the phone today which I was on the phone for over 30 minutes and she couldn’t answer the question other than to say no they probably are not going to add  30 days on your subscription which I thanks horrible customer service

Moderator edit: updated subject for clarity. 

[AndreaFitbit]

Welcome to the Fitbit Community, @Sixaranch69. Thanks for sharing what's going on with your Sense inquiry. 

Since you already have a case with our Support Team I would advise continue the interaction with them to get information regarding your replacement Sense. They also should tell you what's going to happen with your Premium subscription.

I appreciate your patience and keep on visiting the forums. 

[Sixaranch69]

there is no interaction with them due to extreme language barriers and the inability to have a dialogue. Email correspondence is horrendous. I haven't had a message since 7/22 and today is 7/27. I don't mean to harp on things, but I know if I would have called Apple they would have taken care of me on the phone, plus sent me a box with which to send the watch back and once they received it, they would immediately ship out a replacement. My wife cracked her watch and it was replaced within the week. 

[AndreaFitbit]

Thanks for getting back to us and for your feedback @Sixaranch69. 

I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Thank you for visiting the forums.