Fitbit, Inc.

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]

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:  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]

Initial Business Response /* (1000, 5, 2015/06/05) */
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 /*...

(2000, 8, 2015/06/08) */
[redacted] contacted me that they had found it and they returned it. Fit bit contacted me and have offered a new band. My only concern now is it is the same type of band it will do the same thing and I am afraid to wear it outside of the house due to the cheapness of the band.

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

Complaint: [redacted]I am rejecting this response because: They haven't tried helping me. This is the conversation that I originally had:
 
[redacted]: Hi [redacted] my name is [redacted] How can I help you?( 41s ) [redacted]: Just wondering the Fitbit I purchased from my friend if it's under warranty or not( 1m 13s ) [redacted]: I will be happy to continue assisting you in checking your Fitbit Charge HR's warranty status.( 1m 25s ) [redacted]: May you verify the email address paired with the Charge HR?( 1m 53s ) [redacted]( 2m 11s ) [redacted]: Thanks for that information, [redacted]( 2m 31s ) [redacted]: I'll just need to take a quick look at our system to see what I can find. Please allow me a minute or two.( 2m 48s ) [redacted] No problem( 3m 21s ) [redacted]: Thanks.( 5m 33s ) [redacted]: Thank you for patiently waiting.( 5m 53s ) [redacted]: No problem( 7m 6s ) [redacted] Upon checking, I've confirmed that the Charge HR currently paired with the email address [redacted]was a replacement tracker that we've sent last January 2017.( 8m 21s ) [redacted]: I can also see here that the first or original Charge HR was paired last September 2016 and with this, it's still within our 1-year limited warranty.( 8m 39s ) [redacted] Ok good.( 8m 51s ) [redacted] Please also note that we always base the tracker's warranty on the original tracker's paired date.( 9m 2s ) [redacted] Oh ok( 9m 32s ) [redacted] Cause the band Is bubbling and I don't think the heart sensor is working properly( 10m 13s ) [redacted] Oh, I appreciate your effort in reaching out to us regarding with your Fitbit Charge HR's band that has a bubble on it and it's heart rate is not working.( 10m 24s ) [redacted] With this, let me go ahead in reviewing your tracker's warranty.( 10m 36s ) [redacted]: To do so, may I know your country of residence?( 10m 49s ) [redacted]( 10m 55s ) [redacted]( 11m 44s ) [redacted] Oh, I see.( 12m 30s ) [redacted] Upon reviewing, I can see here that you've been confirmed as eligible for a replacement.( 12m 49s ) [redacted] With this, I’ll send you an email shortly.( 12m 53s ) [redacted] Oh tu( 12m 56s ) [redacted] Please click the link in the email, and fill out the form.( 13m 39s ) [redacted] I will thank you.( 13m 49s ) [redacted] You're welcome, [redacted]( 14m 5s ) [redacted] The email address we have for you is [redacted], is this correct?( 14m 17s ) [redacted] Yes( 14m 35s ) [redacted] Thanks for confirming that, [redacted]( 14m 47s ) [redacted] No problem( 16m 3s ) [redacted] Please allow me a moment.( 16m 15s ) [redacted]: I will no problem( 17m 29s ) [redacted] Thanks!( 19m 11s ) [redacted] Thanks for patiently waiting.( 19m 19s ) [redacted] No problem( 20m 25s ) [redacted] In order for us to proceed with your tracker's warranty option, I'll go ahead and forward your case to our higher support team to send the replacement options for you.( 20m 42s ) [redacted] Ok( 20m 58s ) [redacted] They'll send you a follow-up email as soon as possible,( 21m 9s ) [redacted] For now, would there be anything else that I can help you with?( 21m 21s ) [redacted] That is all thank youSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: the business still has not provided me with a response that is acceptable to me. They have apologized for the issues I have experienced and acknowledged there is a problem, but they are refusing...

to provide me with an acceptable solution.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/02/03) */
We have found the [redacted]'s case in our internal CRM, we will reach out and find a resolution as soon as possible.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
I do not accept their resolution. I am still requesting a full reimbursement or upgrade.
Final Business Response /* (4000, 9, 2016/02/06) */
We've located the [redacted]'s open case and will reach out to him to reiterate our 1 year limited warranty policy. The [redacted] is out of this warranty period.
Final Consumer Response /* (2000, 11, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:I don't want to purchase another watch. I want my watch repaired. I haven't had it a yearSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Dear Fitbit,
This is an...

unacceptable response.  If you will not replace my Fitbit Blaze then I request assistance in recovering my lost Fitbit.  Your lost/stolen policy is inadequate and does not benefit the many consumers who purchase your products.  According to your records, my Fiitbit Blaze has been paired with another email account on 09/22/2016.  Either disable the Fitbit from being used, so that the user can call in and return it or contact the email that my Fitbit Blaze has been paired with and notify them that the fitbit that they are using has been reported as lost/stolen.
My Fitbit Blaze Serial Number is [redacted]Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/14) */
The warranty states "authorized reseller" as the only party able to lay claim to the product. Product purchased from third party retailers (Target, Best Buy, etc) has been purchased for resell with the authorization of Fitbit. Fitbit can...

guarantee the quality of the product sold, as it comes directly from our warehouse, and the warranty transfers with that sale. A product purchased through an unauthorized seller does not have the same quality assurance and has not been authorized by Fitbit. Fore more details, please see https://www.fitbit.com/returns.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A consumer has no reason to think a "new in box" Fitbit is not sold by an authorized seller.
The warranty information isn't available on Best Buy other than this blurb. "Compare our plans to the manufacturer's warranty
Warranty Terms - Parts: 1 year
Warranty Terms - Labor: 1 year"
Here is what Target lists for warranty. " Warranty Information
To obtain a copy of the manufacturer's warranty for this item, please call Target Guest Services at X-XXX-XXX-XXXX.
Here is what Walmart lists for warranty information. "Product warranty: See details
Supplier Warranty: One Year"
If you go to Fitbit's own web site and try to buy a Fitbit, here is the only readily visible information on warranty. "1 year
limited warranty". It is not a link that takes you to their warranty policy. If you scroll to the very bottom of the page, and look hard for the light grey type, you find a link that takes you to their warranty and returns policy. The link to "authorized resellers" is also at the very bottom of the page. In other words, they don't make the information readily available, or easy to find and I doubt that very many buyers navigate the maze to actually find warranty information before purchasing.
Final Business Response /* (4000, 9, 2015/07/16) */
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.
Final Consumer Response /* (4200, 11, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fitbit is refusing to take responsibility for their defective product even though, as I have learned, the defect is widely known. I don't feel a resolution will be reached.

Complaint: [redacted]I am rejecting this response because:it  did not answer the false advertising claim and it still said no time line of when sleep stages will be available
Sincerely,[redacted]

We have located customer's case in our internal CRM. It seems like we have made an exception and processed a replacement but will make sure with customer and move towards a resolution if not yet resolved.

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. They have emailed me regarding giving me a refund for my defective device. I will be shipping both broken ones back. As long as this goes through, I will be happy. Sincerely, [redacted]

Initial Business Response /* (1000, 6, 2015/12/01) */
After looking up the [redacted]'s case, we see that the issue has been resolved with help from a Team Lead. If the [redacted] needs any further assistance, he can respond to the Aria scale case that was created in our system. We will monitor the...

case and assist further, if needed.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The issue has been resolved.

Complaint: [redacted]I am rejecting this response because:
The business states that they cannot  replace the tracker with a different model...

although I provided messages from the message board and data collected from the site. This is unacceptable because the warranty on my items expires next month which means if the defective model that had the identified trend. I would be out of the money or means to get a replacement . The rep stated that although this was common and he'd heard of it before someone else would follow up with me . The representive emailed me and stated again this was not common . I'm not sure of who is in charge of the communication but it's not uniform and it's clear that the company is aware of the defect especially after they discontinued the item .
Sincerely,[redacted]

We will assist the customer via our system. The customer can expect a response today.

Revdex.com:I have reviewed the response made by the business in reference...

to complaint ID [redacted] the company has again stated that in my mail on Friday would be a check.  I was patient and again checked the mail on Saturday and there was no payment from them.  They not being honest in their statement about resolution and THEY PROMISED TO SEND IT VIA UPS AND/OR FEDEX AND WOULD PROVIDE TRACKING.  THEY have not done this and this started in March.  They could not support their device which has is the problem with the device.  They offered a partial refund which did not cover a replacement device.  I think that if they promised you one thing, you get it delivered. They think that because of their market share that they can be deceive and keep people's money when they claimed 10 days processing in March and then said in writing in April is was processed and sent that they would send tracking.   Then again they sent a message Friday evening that it was in my Friday's mail. It was not . I gave them Saturday and they too did not deliver  They will  not provide a tracking number and no proof of refund that they owe.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
The response I got  from fitbit was a canned answer of the first E-mail to notify me that Failed watchband makes the[redacted] needing replacement and since it is passed warranty (they've now...

increased the time from one month to 5 months passed warranty  current date)  they  will  give me a [redacted] coupon discount coupon  to buy another one.  The person on this E-mail is different [redacted]  and  fitbit team.  I have never  had a watchband fail after a year let  alone  make a ~[redacted] device useless and  need to be replaced.  The business response is not addressing getting a watchband replacement.Sincerely,[redacted]

We will reach out to customer per our internal CRM to move towards a resolution. It looks like customer has not reached out to us since September but will get more information and assist customer.