Fitbit, Inc.

Initial Business Response /* (1000, 5, 2015/05/06) */
We've received the customer's response through the Revdex.com portal. We've since located her case in our system, and are looking into this case for her. She can expect a response from soon.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

We will continue to work with customer through our internal [redacted] and move towards a resolution.

Final Consumer Response /* (2000, 6, 2015/07/25) */
I would like to withdrawn this complain. Company contacted me before this complain was addressed with them and they are taking care of me.

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

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

We have located customer's case in our internal CRM and will continue to assist through that channel.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
 
I accept the company's response only if they replace the  device.  Thanks.

Initial Business Response /* (1000, 7, 2015/09/23) */
We contacted the customer via our support system and have not heard back. Our warranty policy does not cover lost/stolen products.

Initial Business Response /* (1000, 5, 2016/01/29) */
We have located this customer's case in our support system. The customer's warranty expired in May 2015. An exception was made for him and a replacement was offered which was rejected. We also offered a 25% discount link and the customer...

rejected. We have reiterated our offers to the customer and await his response.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this offer. I was told by [redacted] that she would be researching more options for me for a replacement. I asked for a newer model seeing this model has caused so many issues I also offered to pay for shipping and the upgraded difference but was denied. I was then told I would be receiving a follow up email with my options which I never received. If Fit bit is willing to send me a replacement I will accept that. But please remember, I was told I could then keep both devices the new one and the old one. I frankly do not understand how a case can be open for this long and they admitted that there is an issue with the firmware and the customer only gets 25% off. Customer service is a disgrace send me the replacement
Final Business Response /* (4000, 9, 2016/02/03) */
We issued a replacement Flex for this customer as a gesture of goodwill on 2/1/2016. We have not received further correspondence from the customer.
Final Consumer Response /* (2000, 11, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint:[redacted]I am rejecting this response because: have not gotten the fitbit.Sincerely,[redacted]

We will assist this customer. The customer can expect a response today.

We have located customer's case in our internal CRM. We will reach out to customer to move towards a resolution with them.

Initial Business Response /* (1000, 5, 2016/01/13) */
We've located this [redacted]'s case in our system and we will be reaching out to the [redacted] through their case with Fitbit Support.

Complaint: [redacted]I am rejecting this response because:
I have already reached out to my HR Wellness Program/Health Insurance company and they told me to get in touch with Fitbit because Fitbit decides the level of compatibility with other applications. The fact that Fitbit doesn't allow other apps to load data into their system while hold exclusive rights to wellness programs creates a monopoly and demands that the end user purchase and /or engage in their product formats. If the end user doesn't conform to Fitbits products they are penalized monetarily. Even though I participate in a wellness tracker program, if I don't use FITBIT PRODUCTS I am charged more for health insurance.This is unacceptable on all levels. When reaching out to Fitbit, they have sent AUTOMATED EMAILS DESPITE MY REQUEST TO SPEAK WITH THE DIRECTOR OF CUSTOMER SERVICEAND WELLNESS PROGRAMS. They have lied to me about who was in the phone and that they are dedicated to resolving the situation.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:I am going to not be a customer of this business anymore. They did not even want to look over my Fitbit and see why it broke...

only after a year. I do not want to spend money on another product that may break again. I will look into similar products from different companies. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/14) */
We have reviewed the case, and the representatives involved will be coached accordingly. We have reached out to this [redacted] via our support system and have provided troubleshoots that may correct the error.

Initial Business Response /* (1000, 5, 2015/05/26) */
We have located the case for the customer in our system. We have reviewed the case. The customer can expect a response to their original case within the next business day.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
I do not accept this, The Revdex.com an organization that is out to protect to consumer sends a notice to fitbit, in my opinion I would think said company would take a look at themselves and wonder what they are doing wrong and how can they fix it. On the 26th they stated they would respond to the consumer next business day, which would be the 27th......it is now the 28th and I never got a responce. I work hard for my money and the fact I trusted a company and there product with it, and for there support to treat me like this is just sad.
Final Business Response /* (4000, 9, 2015/06/01) */
We have located the case for the customer in our system. We have reviewed the case, and the customer can expect a response to their original case within the next business day.
Final Consumer Response /* (4200, 11, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is the same exact responce they sent last time, and they have still not contacted me in any way, going on a month now with no responce from them

Initial Business Response /* (1000, 5, 2016/03/21) */
We have found the customer's case in our internal tools and will be reaching out before the end of the business day.

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