Returns Costs

[Lou_K]

My Fitbit Surge was damaged, I sent a photo etc and received a replacement Fitbit but it was NOT a Surge. I questioned this and have been notified that a Surge is being despatched. I have also received email to return the wrong model.....and to use a certified courier who provide tracker numbers. I have no experience of using courier services and on checking with google they seem quite expensive to ship a parcel from UK to USA......do I need to pay this ... it's not my fault they sent the wrong model .

[SunsetRunner]

As far am aware they send out a replacement tracker when decided if under warranty (normally not needing to send back your faulty tracker).. though it's up to fitbit..

Have send something back from another company, they sended a label to print out and place on the box to return (on their costs).. 

As it's not your fault getting another tracker, normally not needing to pay out for shipping costs (this is up to fitbit to decide), though you may contact the support team once more as it's out the hands of the most awesome community. 

http://contact.fitbit.com

[Lou_K]

Yeah thanks....I'll contact them.  The customer sevice i received when i told them my fitbit surge was damaged was great, cos it was is still under warranty they sent me a new tracker - but its not a Surge (dont know what model it is).  they have now sent me a surge but want me to send the first tracker back to them....using a certified courier with tracking service....from UK to USA is expensive 😐😐  will drop their customer support an email.  thanks for your response.


Sent from Samsung tablet.

[YojanaFitbit · Accepted solution]

It's great to have you here in the Forums @Lou_K! 

I noticed that @SunsetRunner gave you a good suggestion, I encourage you to mark this post as the Solution. Marking posts as solutions is a great way of thanking another community member while also highlighting their solution so that it may be discovered more easily by other community member's facing the same questions or issues as you. You can see more information about Accepted Solutions here.

In case that you're still need help in this matter, I'll be around! 

[SunsetRunner]

Feel free to explore the discussions forums to Share Your Story, Get Fitter, Find wonderful Fitbit Friends, Sharing Recipies and much more.