Fitbit, Inc.

Complaint: [redacted]I am rejecting this response because:
FitBit's representatives have continued to be dishonest and uncooperative. All of the complaints are responded to simply stating that FitBit will reach out to the customer directly through their own system. I assume this is because FitBit knows that their representatives will be inconsistent & dishonest and thus want to try and avoid the conversations being public. FitBit is knowingly selling defective products that they will not stand behind and they use their warranty system as a sales tool pressuring customers to spend more money if they want a working device.
The representative I've been working with since opening this complaint lied about there being an issue with this model, and when confronted with that lie changed the story to stating that changes had been made to the construction of the device so that the defect is no longer an issue. When I asked for proof of this, in the form of a public statement from FitBit, or even a method of telling the difference between the defective models and improved models I was told that this was not possible and I would just need to "trust them". FitBit's warranty has one goal, getting customers to spend more money. This is either accomplished with a minimal discount offered as your warranty "solution" or by sending out defective stock until the warranty has expired and customers have no choice but to purchase a new device.
At this point, I am also curious to hear the Revdex.com rational as to how FitBit is currently at an A- rating. I understand Revdex.com uses several different factors in establishing that score, but It seems crazy to me that a business that resolves less than 50% of it's complaints, and has 80% negative reviews, could receive one of the highest ratings.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
Fitbit is not answering my question, and is manipulating the case with warranty.
 
For the last time:
1) All watches should have replaceable wrist bands so you don't throw the watch away when the wrist band breaks.
2) It's simple math that you don't dispose a watch simply because its band has broken. The ratio of their price says that. You don't dispose a $[redacted] watch simply because its $* band has broken
3) Fitbit sells the watches at a premium when the above major and ridiculous issues are there, plus they are not transparent to tell this weakness to customers. If I knew the watch had non-replaceable band I wouldn't buy it from the first place even if it had high quality band.
4) The interesting fact is that not only they made it with non-replaceable band, but on top of that it's the cheapest in the market. I've had $** watches with a band that lasted 2 years, and then I paid $** to replace the band.
5) A non-replaceable band is a huge weakness, especially if the public doesn't know about it. Add the cheapest material they've used to build the bands on top of it.
6) When a manufacturer produces a line that is entirely defected because of the above reasons, warranty doesn't mean anything.
7) Warranty is for a batch that a small percentage of the goods have defect(s). This model has [redacted]% defect for the entire batch.We've had six of them so we speak from experience.
8) The company didn't have the expertise to produce proper watches, and worst than that it didn't want to throw the whole model away.
9) They are not selling the ones with non-replaceable bands for a reason. Having said that they still haven't got rid of them so they can say a new one is given out as for the warranty.
 
It seems that the back and forth responses aren't getting any where since every time Fitbit manipulates them. It's time for Revdex.com to make a decision. Please go ahead and the make the decision, and have the above on Revdex.com's website so the public gets informed..
 
Sincerely,[redacted]

We're currently working with this customer in an attempt to reach a resolution. We'll continue to do so through our internal tools.

Complaint: [redacted]I am rejecting this response because: They would like me to give them more of my money with a 25% discount for the item. The item I...

purchased did not work.  The 4 replacement items that were sent to me were also defective.  Not one of the 5 Fitbit Charge worked correctly without breaking for more than a few months.  This item has continuously cracked in half on the plastic backing where the screws are.  The fact that they had provided 4 replacements in less than a year and are now trying to scam me into purchasing another defective item at a small discounted rate is absurd.  The company should replace this item with a quality product.  I feel that they are selling an expensive faulty product that they know continuously breaks and will not stand behind their product.  They want the customer to again give their company additional money for a product that does not work.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/05) */
WE are unable to locate a case for this [redacted] in our system. Because of this we have created a case for the [redacted] in our system using the information they provided through this complaint. We will reach out to them accordingly and they can...

expect a response within the next business day.

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]

Complaint: [redacted]I am rejecting this response because:
The same generic response has been sent to me regarding this matter. Although I asked to...

speak with a supervisor, the.matter has not been addressed. I stated that Fitbit is aware of the product defect and that was not addressed in the response. The representative from Fitbit that I chatted with on May 7, 2017 recognized that there has been a reported defect in the product and did not refer me to a supervisor, as requested. I should not have to purchase a new product when the company is aware of the known defect of my current product.Sincerely,Kiaira Mcclenton

We have located the case in our system and will work towards a resolution with the customer

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.

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]

Complaint: [redacted]I am rejecting this response because: I would like a credit of $40.Sincerely,[redacted]

I reject this as they are...

sending me emails with the same verbiage over and over not willing to cover their product that failed in less than a year.Complaint: [redacted]
 
My problem isn't with the original fit bit I bought it is with the faulty replacement you sent me. A refurbished model that doesn't hold a charge ! I paid for a working fitbit not one that would last for a couple months at a time. My fitbit has not been abused or mishandled in any way, and I do not feel it is fair that you sent me an item that was refurbished and faulty and then still hold me to a warranty on the original purchase when that item was returned to you just as faulty as the replacement. I also do not feel it is fair that you ask me to spend more money on your products that you do not seem to want to support when they fail. Am I supposed to purchase a new fitness tracker every year at $180 bucks or more from you? I also don't appreciate the never ending pre written,copy and paste, responses I get from your team. I will continue my Revdex.com dispute and would appreciate it if you would continue the correspondence from there, as I will be copying and pasting this and any other correspondence from you onto the Revdex.com site.
On Mon, Oct 31, 2016 at 10:24 AM, [redacted] wrote:
Hello Colin, My name is [redacted] and I am part of the highest support team here in our San Francisco office. Your case was escalated to me for further review. Our limited warranty provides replacements for trackers deemed to have a manufacturer's defect within 365 days of purchase. Because your tracker didn't meet these warranty conditions, we offered a courtesy discount of 25% good towards the purchase of any tracker. Our warranty starts from the original trackers pair date and ends 1 year after this date.We strive for excellent customer service and in the past often replaced trackers that were not covered under warranty. Though customer satisfaction remains our number one goal, the demands of running a global business require that we now enforce our warranty consistently. The offer for the 25% discount still stands on the table. I will be more than happy to provide you with the discount link should you choose to change your mind. Sincerely,
[redacted]
--
 
Sincerely,[redacted]

We have located customer's case in our internal CRM and will reach out to customer. This is a very sensitive case but will explain that customer's information is protected on our site.

Complaint: [redacted]I am rejecting this response because:
   That is a bold face lie. I returned a defective tracker three weeks ago here is the tracking number associated with the return [redacted].  Proving the previous response is a lie. I'm so done with this company just give me my money back. Sincerely,[redacted]

We have located customer's case in our internal CRM and will continue to reach out there to assist, within our warranty policy.

We will continue to respond to customer in our internal CRM. In order for us to move forward with a replacement, we are requesting customer to ship the previous tracker back to us.

Complaint: [redacted]I am rejecting this response because: literally all the business did is reiterate their warranty policy, which has been stated to me three...

times already throughout this process. I'm not even sure I'm communicating with humans, this feels like an automated response. I have explained why I don't want another Fitbit Charge HR and I have explained why I don't want a 50% off coupon for another product. My experience thus far has been absolutely horrible and I do not want to do business with Fitbit AT ALL-- I just want my money back. This product continues to break down and I'm on my fourth device in ten months. I don't want yet another Fitbit Charge HR so that I can make this number five. I don't want to accept the alternative of the 50% off coupon, because I don't want to give Fitbit any more of my money-- having to pay a minimum of $75 for a new device when it isn't my fault that this one keeps breaking is absurd. I feel like I've been cheated because of course I would not have purchased this product to begin with had I known how prone to breaking down it is. The business responded to me by saying that this NEVER happens, but that is a lie. I work in the fitness industry and these issues are actually widely known with Fitbit. Fitbit's inflexible customer support and unwillingness to provide adequate customer service is also known. All I want is to receive a refund for a product that did not perform as specified. I don't understand why this is so difficult. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/04) */
We've received the customer complaint through the Revdex.com portal, and have subsequently located the case to which he is referring to in our system. We will be following up on the aforementioned case momentarily.

We will continue assisting the customer.

We have located customer's case in our internal CRM. We will continue to work with customer towards a resolution but customer is out of our one year limited warranty and provided a discount code as a gesture of goodwill.