Replacement Surge

[Singhp49]

I am having terrible time getting support on my Tracker . I had a small water condensation problem and contacted support via chat . They promptly logged a call and provided me the reference number for my case , a day later i recieved an email from Fitbit support stating they will send me new Fitbit and i have to send them my faulty Surge tracker to their Netherlands returns center. This is all positive right ....

Now the problem in happy story starts , I sent the tracker through tracked post and sent the proof /tracking number to Fitbit support .After 3 days of my shipment i got the mail that they have recieved the package and their returns center is looking into the problem before they can send me the replacement tracker . Next reply was from Fitbit support that tracker is not asscoiated to my ID and i need to send them the correct one. Since then i have exchanged 10 emails with all proofs of my ID , Photos and chat transcripts but i have not recieved s satisfactory reply . Now they are ignoring my emails and since last one week i have sent 3 reminders and had no reply . I have sent all proofs but have not heard anything . This leaves me baffeled how the earth in today's world we get this kind of support where they simply not bothered to respond , moreover i am sure they have mixed up packages as i had only 1 tracker which i sent with photos etc ...here i am frustated , waiting for return ,sending reminders but no luck ..can someone help

Moderator edit: Clarified subject.

[Julia_G]

Hi, @Singhp49, that sounds like quite a muddle!  I am sure a Moderator will be along soon to help you get this sorted out.

[YojanaFitbit]

A warm welcome to the Fitbit Community @Singhp49! Thank you for the feedback. I already contacted support about your situation, wait for their response, since they're reviewing your case. 

I will appreciate your understanding. Keep me posted on the resolution!  

[Singhp49]

Hi

Thanks for your reply , just to let you know i contacted the support via
telephone and they have told me standard answer that highest team is
looking into this and they understand my frustation etc but can't help . I
have to wait for response from returns team .

See attached proof of delivery and signed by one of Fitbit staff . It was
delivered to them on 22 Nov and still i am being told this is being
investigated

Please help getting my Fitbit back

--
"Work hard to Get what you like otherwise you have to like what you get".
Regards


Nagendra Pratap Singh

[YojanaFitbit · Accepted solution]

Hey there @Singhp49! Nice to see again! I've sent you a PM. In case that you haven't receive a response to your case, try to wait at least 2 or 3 days before updating your case since every time that you send an email your case appears as "recently updated", so it's best to wait a little bit longer for they to research what happened in your case. 

I’ll see you around the Community!