Fitbit, Inc.

We have provided customer with a 25% discount code as a gesture of goodwill since the tracker is out of our product warrantyWe will continue to assist customer as much as possible

We have reached out to customer in our internal CRM to move towards a resolution but have not heard backOnce customer replies back, we will continue to work towards a resolution

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,*** ***

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: I am unsure what they mean by their response so I didnt want to accept it without knowingSincerely,*** ***

The customer's issue can not be resolved by Fitbit; the customer will need to reach out to Apple or her company's HR program/Corporate Wellness coordinatorWhile the wellness program that she is apart of may have chosen Fitbit as their provider, we do not have any additional insight or influence
into the wellness program

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

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 do not want to purchase
more faulty items from your company Your products cannot make it to their warranty limitI do not want to have the same issue with no one willing to help when the next item breaks or falls apartIf I had wanted to purchase more products from your company, I would have accepted that offer when I calledThis is unacceptable. Sincerely,*** ***

Hi, We appreciate you taking the time to contact us, but unfortunately we can't support this type of request through the Revdex.com
Thanks,
*** *** ***

Complaint: ***I am rejecting this response because: This is absolutely NOT TRUEThe following solutions were offered: Yet ANOTHER replacement of a model with KNOWN programming issuesOr I was given the option of 25% off a different device.
We paid 100% for a device that hasn't worked properly since its purchase in FebruaryThis would be the third device I'd have to try and I find that unsatisfactory since Fitbit acknowledges the error in this modelAlso, I shouldn't have to pay an additional 75% just to get something that worksIn essence, they're asking me to pay 175% and that's unacceptable
Finally, they have ceased all communication with meThe last thing they said to me was that I can get ANOTHER replacement or the discount coupon I replied after that and received zero responsesEven their responses to this complaint are ridiculousThey could not care any less about me or my problemThis is such an easy fix for them and they just do not care
Sincerely,*** ***

We will continue to work with this customer

Complaint: ***I am rejecting this response because: I think that my request was reasonable and justified The discount that I suggested
(which would adjust their 25% offer to 30%) would amount to $ As I pointed out to*** at Fitbit, if they had agreed to that 30%, I probably would have also purchased a year warranty (considering the problems I've had), which would have garnered them more money and a MUCH happier customer While Fitbit claimed to have listened to customer feedback, it does not seem that they are listening when this customer suggests that they amend their warranty/replacement policy Thank you for your assistance in this matter Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/05/21) */
We have received the user's complaint through the Revdex.com portal, and are unable to locate her case in our systemWe will create a new case for the user and reach out shortly via email

We will continue to communicate with the customer through the open case we have in our system

Complaint: ***I am rejecting this response because:
Waiting for promised replacement unit
Sincerely,*** ***

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

Complaint: ***I am rejecting this response because: FedEx lost the package and Fitbit is not going to replace it because they do not have a policy about replacing items lost in transit.Sincerely,*** ***

We will continue to follow up on this caseThe customer can expect a response within the next business day

Complaint: [redacted]I am rejecting this response because: Denis Y. sent me an email directly stating all of the same information I presented in my complaint, telling me he's confident in the product and he can't help me. I've requested the corporate mailing address and name of the CEO so that I may mail in a formal complaint to address my concerns. Sincerely,[redacted]