Fitbit, Inc.

We have located the case for the customer in our systemWe have reviewed the case and will be reaching out accordinglyThe customer can expect a response to their original case within the next business day

Complaint: ***I am rejecting this response because: it's more than weeks and I am unable to use this product and no one has reached out to me to replace it with better modelI don't know how are they going to resolve it? Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that
this resolution is satisfactory to meI will hope that this company will follow thru and send me a replacement fit tracker and stated on the emailif not I will be filing another compliant. Thanks for your time and concern with this matterSincerely, *** ***

Complaint: ***I am rejecting this response because:they will not replace broken Fitbits Sincerely,*** ***

Complaint: ***I am rejecting this response because: The business response was the same response they gave to me before I made the complaint to the bureau.Sincerely,*** ***

Complaint: ***I am rejecting this response because: You have made no attempt to work with me other than offer me 25% off of a brand new oneWhy would I spend that again with the way you guys have gone about this?
Sincerely,*** ***

Complaint: ***I am rejecting this response because: It is unacceptableI bought a product that was defectiveThey replaced it with a brand new product that was also defectiveHowever, they say the replacement only has a warranty for daysWhy does a brand new purchase have a year warranty and a brand new replacement only have days? Both are brand new at the startI will no longer be doing business with this company, will not recommend them and will tell everyone I know not to buy their products.Sincerely,*** ***

Complaint: ***I am rejecting this response because:I still do not see a response to my complaintI have not had any reolsution or proper response from the company this is pathetic.Sincerely,*** ***

Complaint: ***I am rejecting this response because:I have got an email after this that says they were not working with me and I would at least like a hr if they can not give me a fit bit as promised so I can have somethingSincerely,*** ***

I need to know what the company plans to do to resolve my issue. Complaint: ***I am rejecting this response because:Sincerely,*** ***

Complaint: ***I am rejecting this response because: it is the same initial response I got from the company that prompted me to file this complaint. I am now on my third fitbit in a year and the company honors a warranty for one year.
If the fitbit breaks repeatedly it is not clear to my why the warranty does not reset when I get a new deviceSincerely,*** ***

Initial Business Response /* (1000, 5, 2015/05/13) */
We were not able to locate a case for the user in our internal contact portal, and have since then created a case for this complaintWe will be in touch via email soon
Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
The business contacted me by email to gather a copy of the purchase receipt and an explanation of the defective productMay 19, the company offered to ship me a replacement productI am happy with this response

We have reached out to customer to move towards a resolution with her and continue to assist her her in our internal CRM

Initial Business Response /* (1000, 5, 2015/07/23) */
We've located the customer's case in our system, and will follow up soonThe customer should expect a response to the most recent communication

The customer's one year warranty on her original purchase expired on February *** ***We have provided multiple replacements as exceptions to our warranty policyWe're not able to make any more exceptions to our warranty policy

Complaint: ***I am rejecting this response because:
They contacted me and offered the same product model with the faulty designI am asking them to replace this with a cheaper but more reliable model and they did not respond.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
The business has failed to address the faulty product, to accept responsibility for what is
clearly a design and/or manufacturing flaw, and have not offered a satisfactory resolutionThe Fitbit customer forums are filled with complaints about the Fitbit charge HR band breaking in this way, however Fitbit will not offer a refund or store credit unless it is within daysFitbit clearly knows about this issue as A) as stated there are many complaints on the company's website and B) I was told by customer service that they are "working to improve this issue"Due to this known manufacturing error Fitbit is responsible for either issuing a refund or store credit for the full cost of the purchased band, or to issue a replacement band of a newer model that does not have this known issueNo attempt was made by the business to reach a satisfactory resolution.
Sincerely,*** ***

Initial Business Response /* (1000, 9, 2015/11/02) */
Can you please let this *** know we have responded to her via our internal system

We will reach out to the customer within one business day regarding his complaint

Initial Business Response /* (1000, 5, 2016/01/26) */
We've located this ***'s case in our systemWe will continue to assist in our system
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The
resolution was not delivering the tracking number or information on shipmentUntil I receive the number the issue will not be resolved
Final Business Response /* (4000, 9, 2016/02/02) */
We've located the ***'s case and have responded on 1/27/with details of his refund request, including tracking number informationWe will work with this *** until the *** receives his refund
Final Consumer Response /* (2000, 11, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)