Fitbit, Inc.

Initial Business Response /* (1000, 7, 2015/07/08) */
We have reached out to this customer via the case they submittedWe will follow up to make sure the customer's issue has been resolved

Initial Business Response /* (1000, 5, 2016/01/22) */
We have located the case for the customer in our systemWe have reviewed the case, and the representatives involved will be coached accordinglyThe customer can expect a response to their original case within the next business day
Initial
Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They gave me tips to help with my battery in which I was already doingThey said I needed to return it back to the store I got it from of it didnt come from them
Iam ovr this situation and my complaint stands unless they want to upgrade me

Complaint: ***I am rejecting this response because: My complaint was not for *** at all It was for FITBIT!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 meThank you for the quick response and correcting the issue and offering a replacement device to me.Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/04/22) */
We have created a case for the customer in our system using the information they provided through this complaintWe will reach out to them accordingly and they can expect a response within the next business day
Initial Consumer Rebuttal /*
(3000, 7, 2015/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
theY told me to return the product where I bought itIt's not the stores fault that it is a faulty productAlso if I return it there I will only get store credit which means I can't buy a new fitness tracker
Final Business Response /* (4000, 9, 2015/04/29) */
We have a case in our system and we will continue to respond to assist them through our portalThey can expect a response within one business day

We have located customer's case in our internal CRMWe are in the process of having our Finance team void the previous refund check and re-issue a new check, we will reach out to customer to explain this and move towards a resolution

Initial Business Response /* (1000, 5, 2015/12/07) */
We have located this ***'s case in our internal system and will reach out to them
Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had
replacements since February and they want me to send back broken one and wait for them to process a refund so I can then use the money to get another oneI have had nothing but a headache since FebruaryI have wasted so much of my time and energy not to mention the weeks I have gone without a trackerThis is vital to my overall healthwho knows when I will even receive the FedEx slip and then how long after that I have to wait for a refundIf they want to refund my money I should get the refund nowNot sit here without a tracker waiting God knows how long for my refundThis is poor ***Why have I had trackers?
Final Business Response /* (4000, 19, 2015/12/17) */
we have submitted a check to our accounting team and it will be delivered to the *** in 2-weeks
Final Consumer Response /* (4200, 21, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told they were cutting check once the package was in transitThey waited till days after the get the broken fitbits back to start processing checkNow I have to wait another weeksI received no compensation from this at allI received multiple broken fitbits from February until NovemberI have made hundreds of calls, sent numerous emails and text messagesI have been lied toThis is a horrible way to treat consumers

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because: I paid fitbit, not someone elseFitbit is responsible for this order, not a third party. Sincerely,*** ***

We have located customer's case in our internal CRM and will reach out there to move towards a resolution

Complaint: ***I am rejecting this response because:the business gave me the same response as they have been giving me for the last months, that there is nothing they can do.Sincerely,*** ***

Complaint: ***I am rejecting this response because: the company just keeps replying that will email me and that's not really addressing my problemI received an unopened watch in August The wristband is completely brown and I keep asking how to get it repairedFitbit claims they replaced my watch soon as I got itThat's a lieI never changed watches or ordered a new oneI don't want a discount to purchase another watchThe latest email from them claims my watch was on a dozen accounts that clearly tells me they are having an error somewhereI've been trying to contact them for over a month now
Sincerely,*** ***

Complaint: ***I am rejecting this response because: They have refused to upgrade my replacement and insisting me to get it replaced with the same model that has bad & long history of defectsThey are asking me to pay 50% for upgrade when I have still not received the value for my money with the purchase of 1st productThis company is only good in making promises to the customer and doesn't care for themThis is not a trustworthy company and sells defective productsI will share my experience on social medial with my friends and colleagues. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
This tells me nothing Your system has already failed to help me!Sincerely,*** ***

Complaint: ***I am rejecting this response because:
It is vague and not specific. "we will assist the customer". If your assistance is the same as I received when I contacted customer support (your tracker is working as expected but because of
trees and clouds, it could have 10% error), then that is not assistance at all
What assistance is being offered? How do I receive said assistance?
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/02) */
We found the case and We will reach out to them accordinglyWe are currently in the process of replacing it through out warranty process

We will continue to reach out through the open case we have within our internal tools, the customer can expect a reply within the next business day

Complaint: ***I am rejecting this response because: still don't have my product and it's been months now this is crazySincerely,*** ***

Complaint: ***I am rejecting this response because:
they did not solve the issue.Sincerely,*** ***

Complaint: ***I am rejecting this response because:there is not sufficient information in it I have received an email (hours after posting my
Revdex.com case) that they will replace my Fitbit as a onetime exception I have since updated my post on their forum with that information
I subsequently had my posts removed by a moderator due to referencing legal action Revdex.com is not a legal entity I have shared that with Fitbit and asked them to restore my posts, but that has been refused
*** is another really good thread referencing the poor quality of the strap Multiple customers are being offered the same original solution I was - 25% discount to buy another (=~$200) Fitbit needs to acknowledge they have made a poor product that will not last and put in place a mechanism for users that are out of warranty to have their device repaired at a reasonable cost This is not about just me...I am thankful to have had my device replaced, but I have every expectation I will need it repaired/replaced again in ~months max
I am asking Fitbit to fix the root cause of this (e.gproduct recall) and/or put in a reasonably priced repair option.Sincerely,*** ***