Fitbit, Inc.

Complaint: [redacted]I am rejecting this response because:
The representative failed to address any issues or questions,...

said things while things that were stated by the original representative were untrue, they were neither personally wrong nor misled by the company. There was no attempt made to actually help, as much to tell me why I was wrong.
Sincerely,[redacted]

We will continue to work with customer in our internal CRM.

We will continue to work with the customer on this case within our internal CRM tools. A response can be expected within the next business day.

Initial Business Response /* (1000, 6, 2015/10/31) */
Lost trackers are not covered under our warranty (available here: www.Fitbit.com/returns). We have offered a discount link for a tracker of the [redacted]'s choice as a gesture of good will.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/02)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Fitbit fails to understand that the reason why the item is lost is because the Fitbit band they sold me with the Fitbit Flex (and are designed to be used in unison) broke. If THEIR product did not break, we would not be at this point.

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

Complaint: [redacted]I am rejecting this response because:Their product has known issues and Fitbit refuses to resolve them. Two of their Fitbit Charge...

HR's did not last even one year under NORMAL use. It is a known issue on their community boards and other online boards. The band around the tracker is also known to warp/bubble or even fall off. It is crazy that they have not recalled that product or offered any refunds to people. Also I am fairly certian I did talk to them within the 1 year time period when speaking to them for their response they just said you contacted us recently. Whats even more crazy they can only offer 25% discount to buy more of their stock. Crazy. I really wish I knew about the time limit so I could post the images of the two bands. Both have bad batteries. TerribleSincerely,[redacted]

We will continue to assist this customer is our system. The customer can expect a response to their original case within the next business day.

Initial Business Response /* (1000, 5, 2016/02/02) */
located case for this [redacted], will reach out to [redacted] to resolve this issue
Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They replaced the defective...

tracker but due to company policy couldn't upgrade me. They were polite and kind in helping me even though I didn't get the result I ultimately wanted.

Complaint: [redacted]I am rejecting this response because:
they are standing by not sending me an updated tracker but they want me to destroy the ones I have to get a full refund . This means I'll need to drive or connect with my husband while he's out of state on business. I'll also need to connect with my mother out of town for the two additional trackers. I'll need to drive to my stepdaughters mothers house 1.5 hours  away to gather her items and to destroy hers and also find any items that came with the packaging + the reciepts for all of the trackers .
Sincerely,[redacted]

We will assist the customer via our system.

Initial Business Response /* (1000, 5, 2015/07/29) */
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, 2015/07/30) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
I don't accept their response. All FitBit has said is that they will respond by next business day. This was the initial issue I had with them which was lack of customer support and a continued written agreement violation of "we will get back to you in 48-72hrs" or verbal assurance agreements from their telephonic support personnel of "someone will call you in 48-72hrs". I have lost personal time/money constructing emails, researching my support options, and making phone calls. Written agreements made upon purchase were violated by FitBit. Their lack of support personnel is no way my fault nor is it my responsibility to provide monetary contributions ie "my time" to insure their product is properly repaired per warranty agreement.
Final Business Response /* (4000, 9, 2015/08/01) */
We've received the updated note from the Revdex.com portal, and will continue to update this user's case. They should expect a response from us soon.
Final Consumer Response /* (4200, 12, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
FitBit just submits the same response. This is the exact response I received when trying to utilize FitBit customer service venues. "We are reviewing the case and will respond soon". Can FitBit less vague in time references as to the word "soon"; 48-72hrs is more specific, it is also the preferred response given to customers when dealing with FitBit Support.

Complaint: [redacted]I am rejecting this response because:
I am still waiting on a reply from Fitbit regarding this matter.  Over the holiday weekend, I have to charge my fitbit 6 times.  I would like an upgrade to a product that actually works.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
There is no resolution offered. I still haven't heard from anyone at Fitbit and the message saying that they will "continue to assist me" does no good. If they...

would have assisted me in the first place, I wouldn't have had to do this. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because Fitbit sent me an email stating there was nothing they can do. This response was not only offensive but unacceptable. This is not how you run a company. Sincerely,[redacted]

We will continue to work with customer to reach towards a resolution in our internal CRM.

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]

Initial Business Response /* (1000, 5, 2015/08/06) */
We have received the user's complaint from the Revdex.com portal. We have since then created a case for the user in our system, and subsequently reached out to assist.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/07) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/13) */
We have created a case for the customer 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.
Initial Consumer Rebuttal /*...

(3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not offered any resolution to our complaint. We have reviewed several hundreds of complaints regarding a defect with the band and it appears the company just offers a replacement band but does not want to change to way the band is manufactured,
Final Business Response /* (4000, 9, 2015/08/17) */
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.

We'll continue to work with this customer to reach a resolution. The customer can expect a response to her case within one business day.

Complaint: [redacted]I am rejecting this response because:
 
There has been a power outage and an email response issue. With a 5 day limit I have to reject the response for now until the other issues out of my control can be resolved. Sincerely,[redacted]