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Warranty process Sense

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‎08-26-2021 04:29 - last edited on ‎08-27-2021 08:30 by Fitbit Moderator

‎08-26-2021 04:29 - last edited on ‎08-27-2021 08:30 by Fitbit Moderator

My Fitbit Sense stopped charging properly after 4 months and I replaced the charging cable and block to no avail. Upon speaking with Fitbit they provided a prepaid shipping label to send the Sense back for a replacement.  Its now 19 days later since I mailed it out and it still hasn't reached its destination yet.  How can Fitbit maintain such a horrible replacement service for people who are paying over $300 dollars for the Sense.  Their customer service makes a big deal on the phone to say it will take 5 days upon receiving the original before the ship a new one, maybe tell people it will take over 20 days for your package to arrive at Fitbit.  Fitbit should change their return shipping system

 

Moderator Edit: Clarified subject

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4 REPLIES 4

‎08-27-2021 10:27

‎08-27-2021 10:27

I don't know @davee223 a and have wondered the same thing. 

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‎08-27-2021 10:39 - last edited on ‎05-31-2024 08:30 by Fitbit Moderator

‎08-27-2021 10:39 - last edited on ‎05-31-2024 08:30 by Fitbit Moderator

Hi @davee223. Welcome to the Community.

Your feedback is appreciated, Fitbit is always working to improve its products and services provided. Each case is reviewed individually and the solution that's being given is based on the Fitbit Warranty.

I truly appreciate your patience with this process and our team should get back to you no more than 5 business days once they have received your Sense.

See you around.

If my post was helpful, you can vote for it. You can also mark it as Best Answer if it was what you were looking for!
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‎08-27-2021 15:18

‎08-27-2021 15:18

I'm having the same issue except I was told I had to pay to ship it back to Fitbit

 

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‎09-02-2021 18:59 - last edited on ‎05-31-2024 08:29 by Fitbit Moderator

In response to 84biker

‎09-02-2021 18:59 - last edited on ‎05-31-2024 08:29 by Fitbit Moderator

@84biker Welcome on board.

Thanks for taking the time to share your feedback about the replacement process. There are some requirements that our Support team needs to fulfill in order to complete a warranty claim based on our Warranty Policy. However, I understand where you're coming from and rest assured your feedback won't be taken for granted. Because you already have a case created, my best suggestion is to get in touch with them so they can provide you with more updates about this process and bring you back on track soon.

See you around.

Best Answer