Fitbit, Inc.

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]

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.

We have been in contact with customer regarding this issue through our internal CRM. We will keep on assisting customer to move towards resolution.

Initial Business Response /* (1000, 5, 2015/11/02) */
We have reached out to this [redacted] via our internal CRM system and will resolve this issue.

Complaint: [redacted]I am rejecting this response because:
See previous reply.  Nothing changed with FitBit support's last email response.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
This is not a solution. I need an actual real solution that is helpful. Saying that Fitbit is going to follow up with me in 24 hours is not a solution.
Sincerely,[redacted]

We have located customer's case in our internal CRM. We will continue to reach out to resolve this matter with customer.

In the response all the keep saying is that they will assist, but they are not saying how they will assist. This is why I continue to say they are playing games, when are they gonna send me my replacement.
 
 
 
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Hello,
We located this inquiry and will reach out to this customer through our own CRM. 
Thank you

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 was told I would get an exception and be sent the Fitbit 2 and the hr was sent back so they need to send something Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: NO RESPONSE WAS RECEIVEDSincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/04/13) */
We have located the case for the customer in our system. The customer can expect a response to their original case within the next business day.
Initial Consumer Rebuttal /* (2000, 9, 2015/04/20) */

Complaint: [redacted]I am rejecting this response because:I am not satisfied with their response.
Sincerely,[redacted]

We have created a case for the customer in our system. The customer can expect a response within the next business day.

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 it has been resolved.
Initial Consumer Rebuttal /* (3000, 12, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
The issues have not been resolved to this point. I still have not recieved the clairification on the questions I have raised to fitbit. They sent me a flex replacement tracker however there was additional concerns I raised that were not addressed. In wanting to avoid having this same issue happen again I requested to know what the best product was and why I wasnt being educated on it. From the website it appeared that the surge was the product that has been tested and proven to be the most water resistant.In an email on October 30, 2015, I was advised that the Fitbit flex was the best product and was waterproof. This however contridicted the site that said that the flex had been rated at 1atm surge had been tested and rated 5 atm. They still havent provided with me the reason I was not educated/offered a better product for my situation even if I had to send back the flex replacement. They havent answered as to why I specifically recieved incorrect information on my intial telephone call that the tracker was not splash resistant, or in the first email that splash resistance was considered user damage. Also advised me that the flex is the only tracker that can handle water when the site clearly states that all of them are splash proof, why they told me that the flex was waterproof when it wasnt, and why they told me the flex was the best at handling water when there site clearly states the surge had better water rating. I have been told incorrect information on five occasions and have record of all of these. I would like my questions answered. If there is a better product than the flex when it comes to water resistance I would like to know this. I would also like this provided to me even if I have to send back the replacement they sent me as a courtasey for all of the incorrect information that I was provided.

The customer can expect a response within the next business day.

We will the customer via our system.

Complaint: [redacted]I am rejecting this response because: They have not sent the new fitbit.Sincerely,[redacted]

We have located customer's case in our internal CRM. We continue with assisting customer but the tracker is out of warranty, will look into options.