Trouble with my Surge

[bennywilliams]

I had a problem with my fitbit surge, which I purchased from banana IT, phuket in Thailand on February 2016. The battery was getting drained in a day and was not able to sync with my android phone and my ios device as the app couldn't recognise the tracker. As I am based in India, I contacted the support number mentioned in the fitbit website and replied to the subsequent email I received with invoice as oroif of purchase. I received an email from Mr. Rommel from the support team as a follow up from my phone call, asking me to send them photos of destruction of the device as Icannot send the faulty device to US from india, by cutting the straps snd the charging cable along with the complaint or case number 11451666 and my mailing address, telephone number and my colour and size preference and they will send me a replacement. I promptly cut the straps and cable as per instructions with a note if the case number, took a picture and my mailing address as instructed in the email from Mr Rommel and requested a receipt of my email. Till today, after two follow up emails, I am extremely upset that I have not receved an email confirming receipt abd the despatch of the replacement tracker. Will anyone from fitbit resolve my issue?

Moderator Edit: Personal information removed

[WendyB]

You really need to respond to your case number and ask. Do you still have that email?

[bennywilliams]

Yes I do and the xase number is mentioned in the subject line. I am more
worried as I am nit getting a confirmation receipt for my email.

[bennywilliams]

Hi Benny,

We're sorry for late response. 

We're unable to receive your response because it was transferred to different department. No worries let's go ahead and resolve this issue. 

We would like to move forward with determining your eligibility for replacement under warranty. In order to do so, we require further information.

 Please provide:
- Full name
- Shipping address
- Phone number
- Your product color and size 

Generally, we ask for problematic devices to be returned to our offices in the United States. As you are outside of the United States, we will instead require a proof of destruction. We kindly ask that you do the following: 
-Cut the tracker's band at both sides 
-Cut the charging cable 
-Write your case number (11451666) on a note 
-In a photo, include the destroyed band, cable, and case number note 
-Respond to this email with the proof of destruction 

We look forward to hearing from you. Let us know if you have any additional questions.

Sincerely,

Moderator edit: personal info removed.
 

[bennywilliams]

I have posted the email I received. 

[bennywilliams]

One more day has passed. No response regarding my enail related to case number 11451666. Now I am really worried as I have destroyed my tracker, the charging cable and the enthusiasm shown to urge me to destroy and email the photographs of my tracker, isn't shown even to acknowledge .

Moderator edit: word choice.

[SunsetRunner]

Welcome to the Forums @bennywilliams! I'm sorry for the struggle you have been dealing with. There are a couple instances where the Support team can take some time to get back to you. However, they will always take a look to your case and will get back with a great resolution for this matter. At this time I'm pretty sure that they already resolved your case.

Feel free to continue the conversation in this thread if further assistance is needed.

[bennywilliams]

I made a call to the fitbit support number today to share my concerns and I have received an email from support that my replacement process is complete and I will get my tracker with 7 to 10 business days. I shall wait and will update once I receive the tracker. I would like to mention that the response levels create a very bad feeling in a customer.

[bennywilliams]

Ohhh the fitbit support has done it again. I got an email from support that my replacement tracker process is completed and I will get the tracker within 7-10 business days, ONCE SHIPPED. Today I called support again and was surprised to know that the tracker is not yet shipped. This is not acceptable at all. For such an expensive equipment we buy with lot of passion, this kind of support is not befitting. A big thumbs down. I am sure my next tracker will not be a fitbit and I am sure that I will share my experience with all my friends and everyone via all mediums possible.

Pathetic is the only fitting word I can use.

[bennywilliams]

To add on to my post above, I got tge email on 20th June about the replacement paperwork is completed.

[bennywilliams · Accepted solution]

Thank you fitbit. I got my replacement tracker today by courier. Please inform support about the same as they dont even have tge tracking number and as per their records the item is yet to be shipped. I may sound sarcastic but it's a fact. I am happy too that I have received the replacement.

[SunsetRunner]

So glad to hear about the happy ending @bennywilliams! Please feel free to continue participating in the Fitbit Community if any further question arise.

I wish you an excellent week.

[bennywilliams]

Sure. Will be glad to share!