Fitbit, Inc.

Complaint: [redacted]I am rejecting this response because: 
Yesterday, I received a call back from Fitbit and they promised to send me the items they promised. They have advised that it will take about 5 business days from when the items have shipped. I have not yet received notice that the additional items they promised have been sent but I will await that notice. 
 
I don't know whether the Fitbit can be notified of this development and my acknowledgement.
 
Thanks.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 satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
The company is still offering the same 50% discount.
I do not feel this is a fair offer as my problem is a problem with their software and they do not offer a repair option.
They told me that...

customers experiencing the problem I am experiencing have received a replacement in the past, even out of warranty.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Because they are still lying Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/08) */
We have found the [redacted]'s existing case in our system and we will reach out to further assist this [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
I was contacted by Fitbit but have still not received a response after responding to them about my replacement.
Final Business Response /* (4000, 9, 2016/01/14) */
We've reviewed this [redacted]'s case, and can confirm that we have sent her a replacement. It will arrive later today. We will follow up, and assist her with any additional questions she may have.
Final Consumer Response /* (2000, 11, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the replacement device.

We have located the case for the customer in our system and they should expect a response to the original inquiry by the end of the business day.

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

Complaint: [redacted]I am rejecting this response because:
No additional resolution or information was offered. When FitBit first reached out to me after the complaint was...

filed they informed me that my issue was a rare isolated incident. I replied pointing out that a large number of the complaints through that Revdex.com are about this issue, and also expressing my concern about information provided in their Q3 2016 Press Release linked below. In this press release, it's stated that the costs of higher than estimated warranty claims were offset by cheaper costs of the replacement devices. I asked for information about how I could be sure my replacement wouldn't have the same defect, especially if costs were cut on the device as stated in the press release. FitBit's response to this was inform me that changes were made to the device to solve my issue (seeming to contradict their prior statement of how rare and isolated it was) but that the changes made were proprietary and I wasn't allowed to know anything about them, to just be assured that it's fixed. I was then encouraged to spend more money on a new device.
[redacted]
At this time I am not satisfied with the resolution offered by FitBit, however, I am willing to include a 4th option for requested resolution, which is to be provided proof of the changes made and a way to verify that my replacement is one of these improved versions once it is received.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: My tracker is defective.  This is not my fault but the fault of your company for sending me a defective product.  You're discontinuing the product I currently use and yet you still won't make it right.  Continuing to expect me to buy a new product isn't a resolution to the problem of my defective tracker.  Providing me with a working product for my money would be the right thing to do yet you refuse to do that.  All you do is tell me to buy another tracker and that's not acceptable.  Not even close.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I do not see a different responce from fitbit. If there is, where do I find it.Sincerely,[redacted]

We will assist the customer.

We will continue to follow up on this case with our internal tools. The customer can expect a response within the next business day.

Initial Business Response /* (1000, 5, 2016/01/14) */
We will reach out to this customer through our response system and inform her of our warranty policy for lost devices.

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:
 
They have sent the replacement (it is on it's way). However, I do NOT find this...

fully satisfactory  since
1. It does not come with any warranty
2. The band is definitely going to break again - it is only a matter of time. Once that happens, I am not going to get another replacement NOR have a way to change the strap (since it is designed poorly as a 'one piece' device).
3. I requested a lesser priced model with replaceable straps but was repeatedly told that they cannot do it (not sure why since I am actually downgrading, but that will give me options to replace the strap if broken).
 
I am accepting the replacement since I do NOT want to spend $200 on another device (since they are offering me 25% only discount on any other model which I do NOT want to avail of).
 
So, again, I am not happy with this situation even though I am accepting the replacement for the reasons stated above. I continue to be a aggrieved customer who has been sold a defective product which I cannot fix even if I am willing to pay for a fix.
Sincerely, [redacted]
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]

Complaint: [redacted]I am rejecting this response because:  I didn't accept the 25% discount offer the first 4 times it was offered and I will not accept it now.
You sent "We hope you would understand our intention and accept the offer. "  The only intention I see, is your company ripping off your customers by sending defective product.  The only offer I will accept is a refund or replacement.
Sincerely,[redacted]

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 Business Response /* (1000, 5, 2015/06/17) */
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.