Fitbit, Inc.

We will assist the customer via our system

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]

We will continue to assist customer from our internal CRM

We have located the customer in our system, and she can expect a response to their issue within the next business day.

We have found customer's case in our internal CRM. We will continue to reach out there to move towards a resolution as we have provided a 25% discount code as a gesture of goodwill for customer since he was out of our limited one year warranty.

We will continue to work with this customer through our customer support system.

Complaint: [redacted]I am rejecting...

this response because: Fitbit did not even try to come to an agreement with me. They offered the same 25% discount that they have offered from the beginning. This is unacceptable because the device I bought has been a lemon from the beginning. Three device failures in 15 months indicates that the device was poorly designed. Online forums are full of users with the same problems I've experienced, so this is not an isolated event. Fitbit needs to understand that its customers deserve a product that is not defective. If I had spent $50 on this device I would have moved on by now, but I spent $150 on it and expected it to last far longer than it has lasted.Sincerely,[redacted]

We will assist the customer further.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/08/25) */
We have located the case for the [redacted] in our system. We have reviewed the case and the [redacted] can expect a response to their original case within the next business day.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/26) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
They did not do anything

Complaint: [redacted]I am rejecting this response because: they were not trying to solve the problem. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/02/02) */
found case for this [redacted], will reach out explaining what has happened.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Credit has been received

Complaint: [redacted]I am rejecting this response because:
 
They continue to refuse to replace a brand new 6 month old...

Fitbit.  They say that because the brand new Fitbit that they sent me was "replacement" and not a "purchase", therefore it comes without a warranty.  This completely ignores the fact that it was BRAND NEW when they sent it to me and at the time their rep assured me that the replacement came with its own 1 year warranty since it was BRAND NEW.  A BRAND NEW product shouldn't be failing so horribly within 6 months.  The original one that I purchased brand new also failed.  Fitbit sells defective products for hundreds of dollars and refuses to honor brand new items skirting around the fine print of their legalese.
I've attached images of the defective product.
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Fitbit...

still wants me to pay for replacing my FitBit Charge HR after receiving 2 defective units.   The first was, as they described, a known battery issue, and the replacement, after only 5 months in falling apart.  That is absolutely unacceptable.
Quote from Fitbit, "However since you are out of our one year limited warranty, we have provided you with a 25% discount code as a gesture of good will. We strive for excellent customer service and in the past often replaced trackers that were not covered under warranty."
So now they just send out defective replacements to get you through the warranty, then expect you to pay for a new one.
Please see the attached picture of my current FitBit Charge HR, which again, I have only had for about 5 months.
 
Thank you,
 
 
 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response...

because: this is unacceptable. I may be over my original one year warranty from the initial purchase in February 2015, but I have yet to have a Fitbit Charge HR for an entire year. The current Charge HR that I have, I received March 2016, and it started falling apart back in September. As well, this is a manufacturer defect, Fitbit knows that this an issue, but refuse to do anything to repair their manufacturer defect. I am not the only customer who has had this issue, as their message boards and other message boards all over the internet are full of people's complaints. All one needs to do is do a quick internet search "Fitbit Charge HR Band Issues" and there are a whole host of sites and Youtube videos detailing other customers' issues with their Charge HR bands. 
If the band damage was my fault, I would accept 100% responsibility for this, but since this isn't, and it is a well known issue with many customers having the same problem, I would like to see some sort of resolution above the 25% discount that they are offering. On top of that, they stopped making the Charge HR more than likely as a result of all the customer complaints. They tried telling me that this is an isolated issue, which I know it isn't. This isn't the first one of mine that fell apart and I know many other people (friends, coworkers) that have the exact same issue. 
If Fitbit can't refund me my original purchase price or provide me with a Charge 2 as a replacement, I feel the least they could do is offer me a Charge 2 and I will pay the difference in between the Charge HR and Charge 2.
I don't feel that this is fair business practices.I still don't understand how Fitbit can even begin to think or say that they Charge HR meets a fair standard of reasonable use. I would like to see a resolution better than what was offered. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
FitBit did not offer any compensation other...

than 25% off a new model.  They also told me that my experience "wasn't typical" of their FitBit Charge HR customers.  Below is a link to their own Community Board that contains 28 pages of customer complaints of the same issue.  FitBit was well aware of the product's defect when they chose to replace my original, failing device with one that would ultimately have the same issue.
[redacted]
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/27) */
We have located a case for this customer in our system and will respond accordingly with information about our warranty policy and limited product warranty period.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
They sent me a replacement product earlier in 2015 & they claim that the new device doesn't have its own warranty. This isn't fair to the customer. Their replacement product went bad before I had the new one a year. They can't send me a new product and claim well the warranty on the old one is expired. That is not a way to run a business. When you look at other complaints they (Fitbit company) said too many of our products were being returned because of defects so we had to change our policy to no more replacement. To me that is the company saying we make a crappy product & now we are going to screw our customers by offering 25% off a new device. I can not afford to purchase a new one even with 25% off. They should be ashamed of how they are now running their business.

Complaint: [redacted]I am rejecting this response because:  Received an email from Matt at Fitbit offering me a 25% discount if I send them the...

Charge HR fitbit.  Please see below my response.
[redacted]
Thank you for your response, as I mentioned previously, the Charge HR WAS NOT A REPLACEMENT WAS PURCHASED BRAND NEW AS A GIFT TO ME FROM MY DAUGHTER!!!  Prior to receiving the Charge HR, I owned a Fitbit Charge and was using it till I received the Charge HR two weeks ago.  Why should I send you my Charge HR to receive a 25% discount?  I am going to pursue this claim and if need be will seek legal counsel.
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]