Fitbit, Inc.

We will the customer via our system.

Complaint: [redacted]I am rejecting this response because: I recieved the gold band which I'm in the process of trying to return. I still have not recieved the black public school band.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  It was more of the same from Fitbit.  They will just send another device (the third one) and hope it survives until March when the warranty runs out.  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, 5, 2016/01/20) */
We have found a case for this customer in our internal system and we will reach out to them

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

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 reached out to me and they will replace the fitbit this one time. Thank you for your help on this matter. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: We got a replacement 8 months ago and they should honor their year warranty.  I received a response from[redacted] at FitBit and he is trying to say that the year warranty started December 25, 2015 which is not the start of the year warranty when we got the replacement.  I am very unhappy with the canned response that [redacted] sent out!
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'll continue to assist this customer using our existing case.

We have located customer's case in our internal CRM and will reach out to user to move towards a resolution. As customer is out of warranty, we have provided a 25% discount code as a gesture of good will and continue to see if customer would accept this.

We will continue to assist the customer through our internal tools, a response can be expected within the next business day.

Complaint: [redacted]I am rejecting this response because: They refuse to replace a defective product that they shipped to me as a warranty replacement for another defective product.  They sent me a lemon in...

place of a lemon.  The tracker I am wearing is less than a year old and is as defective as the first tracker I purchased.  Offering me a small discount on a new tracker which, if it like the others I have purchased/received, will also be defective, is not a solution.  Expecting me to purchase a new tracker every year because their products wear out so quickly is not reasonable given their price point.  Selling products that they know will fall apart and refusing to address the design and quality issues creates an angry customer base.  I have started strongly advising others not to purchase a FitBit tracker for this very reason.  Hiding behind warranty language will not address their customer service or quality issues.  I was once an enthusiastic supporter of FitBit but I am no longer a fan.  Once my tracker falls apart completely (which will be in about a month or so) it will be time for me to move on to a Garmin.  They come highly recommended by former FitBit customers.Sincerely,[redacted]

We have located customer's case in our internal CRM. We will move towards a resolution with customer but user has mentioned that she will be reaching out to her attorney. If this is the case, we may require the attorney to reach out to us.

(The consumer indicated he/she DID NOT accept the response from the business.)The company insists on sending me the same Fitbit Charge HR that has not worked the last two times. They offered me premium service for a year, but what good will the premium service be if the unit that I receive from the...

company does not work? I will agree to take the THIRD Fitbit Charge HR if they will agree to replace this one with an updated model if it stops working again.

Complaint: [redacted]I am rejecting this response because: They have no intention of fixing this issue that I have addressed. In speaking with the representative and technician.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/04/05) */
We have located the case for the customer in our system. We have reviewed the case. The customer can expect a response to their original case within the next business day.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/06) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)
I finally have been given a proper explanation of the difficulty.
I am hoping a newly ordered phone will solve the situation. Regardless, it still seems that a technical software issue could be solved for the many users experiencing the problem. At a minimum, the company needs to explain to the far wider audience of users with this problem what they related to me.
I have no further complaint at this time.

We will assist this customer.

We will continue to assist customer.

Complaint: [redacted]I am rejecting this response because:
"The response I got is that there is only a 1 year warranty and I am 10 months beyond the 1...

year warranty and hence I am out of luck"
Looking through the Fitbit community forums [redacted] please review the number of customers who have expressed concern about the "peeling of the band and bubbling of the band" issue. This is clearly a manufacturing defect that Fitbit is doing nothing about. Some of them have had 4 new trackers shipped to them in a span of a year because of this issue. It feels like Fitbit continues to ignore customer concerns about the inferior quality of their product.
Sincerely,