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Situation with replacement of my Sense

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‎07-25-2024 12:10 - last edited on ‎07-28-2024 16:35 by Fitbit Moderator

‎07-25-2024 12:10 - last edited on ‎07-28-2024 16:35 by Fitbit Moderator

I bought a Sense a few months back that failed within 24 hours. Rather than do a return (hindsight is 2020) I went through warranty. According to the tracking information, the package was picked up by the shipper (FedEx) May 23, and was received by their distribution center same date. It has been sitting there ever sense,

So now I am stuck dealing with support. FedEx says I need to reach out to FitBit and FitBit is telling me they are investigating it. 

How can an investigation of a lost package, with a confirmed tacking information that shows that is has been sitting in the same warehouse for over 60 days? I was told that I would be notified once its completed via email. I have yet to get any sort of email.

I've asked for this to be escalated, and I've been told they will reach out to me via email. The first time was over 4 weeks ago, and shocker, no email has been received.  

I am in limbo with a lost package, and an investigation (or multiple?) that they can't confirm any sort of status of. There is nothing anyone can do apparently and I just have to wait until they reach out to me via email.

 

Is this seriously the state of the support for an RMA? Is there anything I can do to actually get any sort of information?  I am at the point of just eating my loss, pushing a charge back and buying another watch with literally any other company.  I've loved my FitBit and have had no issue up until this point. I just can't believe that this is how something like this is handled.

 

Moderator edit: edited title to clarity.

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‎07-28-2024 16:36

‎07-28-2024 16:36

Welcome to the Fitbit Community, @McMonkin.

Thanks for letting me know about this situation in regards to your Sense replacement.

I totally understand what you've been through, I was able to confirm you contacted support via chat and they were able to provide you with a solution, if you have any other questions or concerns, my best recommendation would be to contact them once again to have an update on this process.

Thanks in advance.

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