Fitbit, Inc.

Hello, 
We are happy to assist the customer further through our own CRM.
[redacted]

Complaint: [redacted]I am rejecting this response because:
I'm sorry, but I find this response simply unacceptable.  I am sending along to you with my complaint...

several screenshots of people making the exact same complaint as mine, taken from the Fitbit FB page.  Please aware I was able to find several examples, just within the last 24 hours, on their own page.  Going back further would just give me more examples.The fact remains that the product has a design problem.  I've seen the exact same defect in 2 of my own trackers, and looking at their Facebook page shows many, many other unsatisfied customers who've seen the same defects with the backplate separating, or the band separating from the tracker.  Almost all of them also have the same complaint about customer service expecting them to buy a new product.To say the warranty is one year should be for the product, regardless.  My first one lasted 6-8 months, and I was thrilled when you replaced it, but to have the second one last the exact same time, and fail in the exact same way is problematic.  It tells me that if I buy another HR, I can count on it lasting 6-8 months, being replaced once, and then failing again after the warranty?
If the Charge HR is obsolete, then I want a replacement that doesn't have these problems.
As I've said in my previous emails, these products are too expensive to treat them as disposable, and I'd call a lifespan of 6-8 months disposable.  Before they make claims that I didn't care for it properly, I'll put out there that I'm neurotic about caring for my belongings.  I've had the same pair of Ray-Ban sunglasses for 20 years now.  I think I cared for my tracker as well as can be hoped for.
The offer of an online membership is just a salve to the problem.  I'm still stuck with buying a new tracker to replace one that only lasted 8 months.  Fitbit makes more money off of me, for a product that is defective.  I'd like a new tracker that can be guaranteed to last over a year.  If this is a different model, so be it.
I hope they will make this right,
[redacted]
Sincerely,Cynthia Spezia

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

We have located customer's case in our internal [redacted]. Will continue to assist customer there based on our warranty policy.

Complaint: [redacted]I am rejecting this response because: I never received a response to my complaint. I received a message on 07/21/16 stating "We...

have located the case for the customer in our system. The customer can expect a response to their original case within the next business day." and nothing since. I have also been waiting for over a week for a manager response from a phone conversation. Sincerely,[redacted]

Complaint: [redacted]I am...

rejecting this response because:
They are only offering to sell me a new Fitbit 25% off- I will have to spend over $120 to get a new Fitbit, because they will not honor their warranty. How is offering me spend a ton more money, they make more profit an amicable solution, in any way shape or form. 
Sincerely,[redacted]

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.   I do not agree with the business response to the initial complaint, however they have since contacted me and been generous with...

their desire to resolve the issue.
 
A sincere thank you to the Revdex.com for your assistance in this matter.  It is certain that the business would not have offered any assistance in resolving the matter had your organization not stepped in!Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/08) */
We've found the existing case for this [redacted] in our system. We will reach out to assist him further via our CRM regarding our warranty policy.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/15) */
(The consumer indicated he/she ACCEPTED...

the response from the business.)
Fitbit has replaced the tracker, which I believe was part of the way to solve this issue. I further hope that after this incident, Fitbit will review it policy on some of their warranty issues. If a tracker is replaced, the the replacement is faulty there should be no round about fight for this. I understand that my warranty was out of date, but the tracker that was sent was defective.
[redacted] with Fitbit assured me they would be talking wtih the agent that I dealt with, which I think was another position that I stood. [redacted] agents need to be held to a high standard as they are the face and voice of the company.
Overall I am happy with the response from Fitbit, but I do not believe that it should have come to using the Revdex.com to solve the issue. I believe this matter could have been handled internally with the company.
Only thing I ask of the company is to review their policy on replacing broken products, and what they should do if the replacement item itself is defective. If a decent company policy would have been in place, then this matter would have never taken place. I believe Fitbit is a good product, they just need to stand behind there products more.

Complaint: [redacted]I am rejecting this response because: it does not actually do anything about honoring the warranty.  I have looked up straps on the charge, and the straps breaking is a very common issue well known to the company..Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: 
Fitbit told me that is was a FedEx problem, I contacted FedEx and they told me they would contact me back but never did and when I called days afterwards told me it was a Fitbit problem. Fitbit told me once I gave them proof of purchase they would send me a new Fitbit. I originally sent in my Fitbit in the package and my original receipt was in there with it. Last night I went to Walmart and they found my receipt and so I sent it to Dennis Y. He then called me today and said that there is nothing to be done because my package/tracking number was never scanned, even though FedEx said they had a scanner on it. All I want is a new Fitbit, I paid for it with my money and these companies keep tossing me around.
 Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
I am done dealing with this company!! If you look online, you will see tons of horrible reviews for them.  Please assign a rating of F on the Revdex.com site and go ahead and close this case.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I will consider this Revdex.com complaint resolved once I'm actually contacted in the one business day and the issues raised are addressed.Sincerely,[redacted]

We will assist customer in our system.

Complaint: [redacted]I am rejecting this response because: even though their rep misinformed me they are refusingg me the chat transcript which I can...

request as per a phone conversation I had. As well their agent promised me replacement. Now that their agent misinformed me I'm being penalized. I specifically asked about the warranty in question. Whether their warranty states differently or not they should still be honouring what their agent offered me. Not my mistake it's theirs. Sincerely,[redacted]

We'll continue to work with this customer towards a resolution.

We have located customer's case in our internal CRM. It looks like there was an error on our order but will reach out to customer to move towards a resolution.

Initial Business Response /* (1000, 5, 2015/06/22) */
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 /* (2000, 7, 2015/06/23) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because: they are telling me...

that it's going to take another 2 to 3 weeks just to issue my check. I think that is ridiculous when I've already been waiting for my refund for 4 weeks now. The excuse that it takes longer to process a paper check because it wasn't bought directly from them is unacceptable. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: the replacement Fitbit can not even be set up. So it is of no use to me. I am still without a working product. Sincerely,[redacted]

Customer can expect a reply in our original internal CRM email by the end of business day, as we will further assist through that channel.