Fitbit, Inc.

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:
 
Company is still jot taking responsibility for design flaw.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/08) */
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.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
They offered me a downgraded model of Fitbit. I'm not exactly sure how this is supposed to compensate for the one I presently have?
Final Business Response /* (4000, 9, 2015/06/11) */
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.
Final Consumer Response /* (4200, 11, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This isn't even a solution?

Complaint: [redacted]I am rejecting this response because:  Fitbit is not offering me any options other than for me to purchase another Fitbit.  My entire complaint is based on the...

fact that I had 2 Fitbits in a 1 year time frame and both malfunctioned.  Why would I spend another [redacted] on the same product and hope for different results?  Their track record has been very poor.  For me to have 2 of their products and to have defective manufacturing issues with both is not acceptable.  If Fitbit won't stand behind their product, then it becomes my mission to warn other consumers about the manufacturing issues I personally have experienced.  I'm not asking for my money back, I'm asking for them to stand behind their product.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/24) */
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.

Complaint: [redacted]I am rejecting this response because: The business continues to offer the same solution that I have been finding unacceptable from the start. I did email the business back with the following response: 
"While I appreciate the continued contact, this is not helpful. Every representative continues to provide me with the same response. 
I am fully aware that my tracker is out of warranty. I am fully aware of what you offer to out of warranty customers. The representatives at Fitbit do not seem to understand my frustrations and my side of what is happening. There is a reason I keep rejecting this offer, contacted the Revdex.com, and will not give up on this matter. This is the THIRD tracker from Fitbit that has failed in the exact same way. The THIRD tracker! That is unacceptable. You don't even sell this tracker anymore, for which I am glad so no one else has to endure this frustrating and sickening experience. Clearly, this product is faulty. Unfortunately for anyone out of the one year warranty, your customers are out of luck with support from Fitbit. 
Now, let me state my final peace: If this was the FIRST tracker that failed in a little over 1.5 years, then I would have gladly accepted the [redacted] discount and purchased a new tracker, given your company another chance, etc. BUT this is the THIRD tracker, with the same issue in the [redacted] years. Each tracker lasted approximately six months. This is why your [redacted] discount is unacceptable to me. I am asking for one final replacement tracker, a downgrade to the [redacted] from the [redacted] I will sign away all support rights for this tracker so when it fails, it fails and Fitbit owes me nothing in regards to the final replacement tracker. 
At this point in time, I am going back to the Revdex.com, rejecting this most recent response, and I look forward to hearing another response, hopefully one that is different than what I have been hearing."Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: same response over again and company is not consistent in what they say. I took a screenshot from a Facebook post from just this Saturday which tells a different story. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/10) */
We have reached out to this customer via our internal customer resource system.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Replaced the item

Complaint: [redacted]I am rejecting this response because: Please take a look at the screen shots provided, I can forward the actual emails if you wish....

Basically [redacted] is telling me that I need to return defective items and hat are no longer in my possession furthermore he stated that I know the people that have the trackers. I dontated the defective trackers to goodwill if someone who I know purchased them this is unbeknownst to me. I have no control over where people shop or what they buy. I feel like [redacted] is trying to extort me or get over on me. Then [redacted] insulted me by insinuating that I was partaking in deceptive practices. I'm not interested in any more dealings with this company. They can refund me my original purchase price and I'll gladly take my business elsewhere. I Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I responded and now waiting for battery test to be completed.
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. Fitbit has offered to replace my defective device.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
 
The business is cleverly directing my complaint to warranties which is not the case.
When a manufacturer produces a product which has a major defect; in this case,...

a wrist band which is not only replaceable (you have to throw away the entire watch), but is also made of very poor quality breaking every 3-4 months. The stats if from my fitbit and my wife's over the last 1 yr.
These are not affordable watches, plus we bought a scale too bringing the price tag to $[redacted]. The scale is of no use if our watches are not around.
This issue should be handled the same way auto manufacturers deal with their recalls. It has nothing to do with warranties. The latter is when a batch of any number have been produced adequately, but a few have a defect. In regards to fitbit the entire batch was defected.
They are offering me **% discount for their new watches which unlike their older version all have replaceable wrist bands. They have phased out unreplaceable wrist bands as for their sales.
They have an inventory of the older version, only to replace them for customers who are experiencing the frequent break down of the wrist bands. In my opinion the entire inventory should be thrown away instead of giving a gesture that the company is sticking to its warranty policy and saying it's the best.
Every time we have to change these watches, there is time wasted and frustration.
 
I bought a [redacted] monitor for $** on the website. [redacted] gives a 2-yr warranty which includes the heart strap and I'm going through the procedure right now which is very smooth. [redacted] is high quality and stands behind its warranty.
 
I am rejecting their offer of a new defected watch or **% discount on a new version. Besides this, their response looks strange since they don't answer my question which is, "you entire batch was defected, you were not transparent to let customers know your wrist bands are not replaceable, and the fact that this has nothing to do with warranty."
 
My request is full refund, or the new versions with replaceable wrist band.
Sincerely,[redacted]

We have offered a discount code as customer is out of our limited warranty but did not agree. We will continue to assist customer in our internal CRM to move towards a resolution.

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

Complaint: [redacted]I am rejecting this response because: not working with me either provide me with information on who has my replacement tracker or send me a replacement that you owe me didn't have to send back in October when my order got lost not sending my tracker back Sincerely,[redacted]

We'll continue working with the customer to find a resolution.

We will assist the customer via our system. They can expect a response by the end of the day tomorrow.

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. It is unfortunate that they required a Revdex.com complaint to do the right thing, but I am happy they have resolved the issue satisfactorily.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. 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 nearly satisfactory to me.  After dragging things out for a month, within one day of posting a complaint at Revdex.com, my case was finally addressed.  While I didn't formally hear from Fitbit in response to this case, it sure seems like creating a complaint lit a fire to get things done.  I am disappointed in the company and, should there be issues in the future, will surely consider competitor's activity trackers to avoid dealing with Fitbit again.
Sincerely, [redacted]