Fitbit, Inc.

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: 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: As of 04/14/2017 Fit Bit HAS NOT attempted to contact me to resolve this issue. Fit Bit has all of my contact information.Sincerely,[redacted]

Initial Business Response /* (1000, 10, 2015/11/02) */
We have located the case for the [redacted] in our system. We have reviewed the case, and the representatives involved will be coached accordingly. The [redacted] can expect a response to their original case within the next business day.
Initial...

Consumer Rebuttal /* (3000, 12, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just received an email last night to contact one of the execs. I will know more when I can schedule an appointment, she said he calendar is full until 11/6/2015
Final Business Response /* (4000, 14, 2015/11/05) */
We have responded to this [redacted] via our internal system and she has yet to respond.
Final Consumer Response /* (2000, 16, 2015/11/09) */
Hi: thank you for the follow-up. I sent an email to Shannon the contact at Fitbit as she indicated, and she will contact me with a phone appt. time slot

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 shipped me a replacement watch. Hope it worksSincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: The offer is not suited...

for the problem at hand. The design of the Charge HR band is flawed to where the same issues has happened more than twice to me and once so far for wife. From what I have learned in law class this would be consider to be a lemon.Sincerely,[redacted]

We have located customer's case in our internal CRM and will continue to handle there to move towards a resolution.

We have located customer's case in our internal CRM and continue to further assist.

Complaint: [redacted]I am rejecting this response because:
Fitbit offered me 50% off a new scale.  I really think that based on being 2 months out of warranty for a scale that cost $130 and has pages of search results matching my issue that...


my request is reasonable.  The decision of losing the loyalty of a customer over $60. seems like a bad business decision to me.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
They did not tell me anything different than what I was told initially, they basically...

apologized for not doing anything for me, they will be replacing the product for the 2nd time in 1 year and some months, the product is defective and the price is ridiculous if the product is defective; I was also told after 30 days the next watch is out of warranty, which I know it will be 4-6 months before the product starts falling apart.
Thank you for contacting the company, I believe they are ripping people off and they know their product is defective.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Fitbit is just sending rude tones emailing saying they are not going to address the issue of replacing or repairing my watch. I requested information to validate their reasons to why they are refusing.Sincerely,[redacted]

We have located the customer in our system and will assist further.

[redacted]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, 2015/10/02) */
We have reached out to the [redacted] via our support system. We are currently waiting for a reply from the [redacted]. Lost trackers are not covered under our warranty policy. Full details about our warranty can be found here:...

www.Fitbit.com/returns.

Initial Business Response /* (1000, 5, 2015/06/25) */
We have located the case for the customer in our system. We have reviewed the case, and the representatives involved will be coached accordingly. The customer can expect a response to their original case within the next business day.

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

Hi, We appreciate you taking the time to contact us, but unfortunately we can't support this type of request through the Revdex.com. For further assistance please visit the Help Center to find the best way to report this kind of issue: [redacted]...

Thanks, 
The Facebook Team

Complaint: [redacted]Fitbit contacted me and sent a snippet of their current warranty policy. They did not provide a...

copy of the terms that I signed when I created a fitbit account for my original device, or a copy of the any terms I agreed to when I started using the replacement device.
In addition, they stated that the replacement was not under warranty because the original device was still "in use" though it was not connected to an account or synced. I replied to fitbit with a video of the device showing them exactly how "in use" it is...it displays a bar and that is all it will do. 
Sincerely,[redacted]

We will continue to assist customer as it is now mentioned there is no attorney involved. However, customer is most likely required to reach out to [redacted] to obtain the extended warranty claim.

Initial Business Response /* (1000, 5, 2015/09/08) */
We have replied to this customer through our Customer Resouce Management system.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 9/22/15, I am still...

awaiting a satisfactory response from Fitbit, Inc. A representative (named "[redacted]") from Fitbit, Inc. emailed me on 9/8/15 asking when he may call me. I responded by indicating that he may call my cell phone number from Monday - Friday between 4:00 PM - 7:00 PM EST (he is located in the Pacific time zone; I am on Eastern time). On 9/10/15, [redacted] called me at 6:46 PM; as my cell phone battery was very low at the time, I respectfully requested that we reschedule our conversation. He offered to contact me on his next work day, which happened to be Monday, 9/14/15. However, on 9/14/15, I did not receive any calls or emails from anyone at Fitbit, Inc. Finally, on 9/17/15, I emailed their customer service team to inquire as to why no one had contacted me on or after 9/14/15 - the representative in question ([redacted]) replied by email indicating that he had been out of the office on 9/14/15. I have replied to [redacted] by email with the suggestion that we speak on 9/22/15 between 4:30 PM - 6:00 PM EST; I now await his response. Note that neither [redacted] nor any other representative at Fitbit, Inc. has given me a telephone number to contact (in the past, I had requested several times to speak by telephone and to speak to a supervisor, all to no avail). This all goes to further illustrate the poor level of customer service provided by Fitbit, Inc. If a representative (i.e., [redacted]) is out of the office and cannot contact a customer as promised, then surely someone else from his or her customer service team should be able to contact the customer. In addition, said customer service representative surely could have contacted me on September 15, 16, or 17, rather than seemingly ignoring me. My recent experiences only confirm what I have found in the past - that Fitbit, Inc. is unresponsive to customer issues and complaints, even when legitimate and reasonable.
Final Business Response /* (4000, 11, 2015/09/23) */
We have spoken with this customer to and will continue to work with her via our CRM.
Final Consumer Response /* (2000, 13, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very glad to say that the Fitbit team ([redacted] in particular) was very responsive to my complaint. [redacted] really took the time to listen to the issues with my case and he welcomed my feedback. We spoke in detail regarding the technical and subsequent customer service issues that I had experienced. For the first time, I felt that I was being helped and taken seriously by someone at Fitbit Inc., and I was truly appreciative. [redacted] even went a step further and replaced my original Fitbit with a current model; I have received the new Fitbit and am looking forward to trying it. Thank you, [redacted] and the Fitbit team. Also, thank you, Revdex.com, for being so instrumental in facilitating a solution! I am very pleased with my experience.