Waiting for details about Replacement

[D1hw]

I have spoken to the help chat and I’m getting nowhere. A week ago I was told to follow a link as I should be eligible for a sense replacement - no charging - as it’s still under warranty. I received an email saying it’s in process 7 days ago and have heard nothing since. Fitbit help have said after ‘speaking’ to 3 different people, I should contact Google! As they haven’t the information I need! I just want to know if I’m getting a replacement and when? I’ve seen on some information I have to send my old one back but I haven’t been told this. I haven’t been told anything. Would really like to know what’s happening! And a bit of info about the process. 
it’s been really frustrating, as nobody seems to know anything. 
hope you can shed some light 🤞🏼

[demo1]

I hope they keep their promise. I made my first complaint in November, and have had no response period even after escalation. After my chat support today they said they'll send me warranty information by tomorrow, but who knows. I put more details on my case here: https://community.fitbit.com/t5/Sense-2/Fitbit-Sense-2-doesn-t-capture-sleep-or-exercise-data-no-res...

[D1hw]

It’s so frustrating. I actually rang them instead since then. I got a new case and they said it was shipped out again. But you get no response/update. Still not sure it’s happening. There’s no other way to resolve this. I can’t even use mine as the battery has drained now. It’s just the charger I have a problem with. Yours sounds faulty. Definitely deserves a replacement. I was hoping Fitbit would respond to this and take responsibility. Doesn’t look like that’s happening:/

[demo1]

Let's see. I finally got an email letting me pick between a replacement (finally!) and a new device at 50% off (no thanks!). Now the question is how long it will take them to actually send me a replacement. Hopefully this one isn't a lemon!

[D1hw]

Good luck. I had this option too, with the first correspondence, consequently, I’m still waiting after another re-order/request. 
I thought initially how good the service was- I spoke to some one straight away, they offered me what I wanted, easy process…but since then it’s been silence! At this rate my warranty will be finished!

[D1hw]

hey have you got your replacement? i still havent got mine. its beyond a joke. nobody is helping and i just get palmed off. you cant call anyone and chat cant help and that's it. its a terrible service.

[ColleenL]

Just wondering if you’ve updated to the Google app? I don’t know if it makes a difference but, just for balance, I contacted “help chat” on Friday. Was offered a replacement, no quibble. A form was sent by email almost immediately, after filling it in I was informed that it was processed, dispatched etc. My replacement arrived Saturday morning!! 

[D1hw]

Wow! That’s great! I was offered a replacement no quibble too, sent the email, answered the questions on the next one. Said to wait for a update and it never came! Then no correspondence after that. It was in the Xmas period, 26 December, I spoke to them first about the fault. 
what app? I don’t use the Google app for anything. I know they’ve move to Google. I’ve spoken to them too! They said it’s a Fitbit issue. I just go round in circles. And I’m waiting again now. Tends to be a week and then I try again and go round in circles again. I’ve had enough to say the least!

[ColleenL]

Don’t give up!
Message genuinely from Colleen Laker