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Trouble receiving my replacement

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‎02-24-2017 17:19 - last edited on ‎02-26-2017 10:22 by Fitbit Moderator

‎02-24-2017 17:19 - last edited on ‎02-26-2017 10:22 by Fitbit Moderator

Looking for suggestions on how to get my Surge replaced. It is under warranty and they have agreed to replace it, but they won't send it. I have now been trying for over 6 weeks with around 20 emails exchanged. They keep apologising saying there distributor keeps going out of stock (it has been in stock and then out of stock 3 times without them sending it). So essentially they are prioritising new sales over replacing a filthy product for an existing customer. I am in Australia, so I cannot call. Has anyone had similar experiences? have any advice? I have tried posting to their Facebook page also, but only get generic responses. Appreciate the help

 

Moderator Edit: Clarified subject

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2 REPLIES 2

‎02-26-2017 08:55

‎02-26-2017 08:55

Try their Twitter feed.

Best Answer

‎03-01-2017 09:52

In response to SunsetRunner

‎03-01-2017 09:52

Thanks for popping by the forums @Mitchfit! I really appreciate the time that you took to place your feedback here. I'm so glad that you brought this to my attention. I will definitely pass this information along to our team. 

 

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here. Cat Happy

 

Please let me know if I can further help with anything else!

 

PS. Thanks a million @SunsetRunner, for your suggestion! Take care. Heart

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