Fitbit, Inc.

Initial Business Response /* (1000, 5, 2015/09/21) */
We have located the case for the [redacted] in our system. We have reviewed the case, the [redacted] can expect a response to their original case within the next business day.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/23) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
Ok, no problem. Looking forward to hearing from you.
Final Business Response /* (4000, 9, 2015/09/28) */
We will reach out this [redacted] in our internal [redacted] Management System to resolve this.
Final Consumer Response /* (4200, 11, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I look forward to internal resolution.

We have located the customer's case in our system and will assist.

We will continue to assist customer through our internal CRM through customer's case.

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:Sincerely,[redacted]
his is Fitbit resolution:
 
Hello [redacted]My name is [redacted] and I am part of the team that assist with cases filed with the Revdex.com. Your case was escalated to...

me for further review here in our [redacted] office. I am sorry to hear about the issue you have experienced with your Charge HR. Please note that refunds are given for trackers purchased from [redacted] within 45 days of purchase. As your Charge HR is pass the 45 day window this is why a refund was not offered. Furthermore our limited warranty provides replacements for trackers deemed to have a manufacturer's defect within 365 days of purchase. Because your tracker didn't meet these warranty conditions, we offered a courtesy discount of 25% good towards the purchase of any tracker. We strive for excellent customer service and in the past often replaced trackers that were not covered under warranty. Though customer satisfaction remains our number one goal, the demands of running a global business require that we now enforce our warranty consistently. The offer for the 25% discount still stands on the table should you change your mind.Sincerely,
[redacted] and the Fitbit Team
--
Reply directly to this email to update your case. #[redacted]
Join the growing Fitbit Community! Get answers. Stay motivated. Find Fitbit friends.
[redacted]

I still can not use my Fitbit. Borrowing a computer every time I need to sync my tracker is unrealistic.  I paid a lot of money for the top of line tracker,...

I can not even use it because the Time is off. My tracker completely died and ever since then it has been inoperable. I have tried the troubleshooting. But even Fitbit says the engineers are trying to update the program and that they are aware. But it has been several days now. If possible send me a replacement or refund my money.  I love the tracker but these annoyances are very frustrating. Thank You
 
 Complaint: 11896093I am rejecting this response because:Sincerely,Mike Orozcco

We have located customer's case in our internal CRM. We will review this and reach out to customer to move towards a resolution.

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
The only resolution I will accept is a new Fitbit Charger HR.
 
[redacted]

We have located the case for the customer in our system. We have reviewed the case and will respond accordingly. The customer can expect a response to their original case within the next business day.

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

Complaint: [redacted]I am rejecting this response because, Fitbit has the digital serial number from my Fitbit Blaze.  You have the technology to turn off my lost fitbit blaze but will not use it.
This is a disservice to the thousands of people who have lost their tracker and are forced by your company to purchase another one. In comparison to a cell phone, AT&T has an application that gives you the ability to Suspend, Reactivate a cell phone.  It also provides apps like "Find My iPhone" to assist with locating lost/stolen phones.
Further, you have the email address of the person who "paired" my lost fitbit blaze with their fitbit app and again you will not use the email to contact the person who is using my lost/stolen fitbit blaze.  Sincerely,[redacted]

We'll continue to work with this customer in order to reach a resolution.

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 in our internal CRM. WE will provide effective troubleshooting steps to get his tracker back on track.

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 /* (3000, 7, 2015/04/14) */
(The consumer indicated he/she DID NOT...

accept the response from the business.)
Good morning [redacted],
I'm sorry but mid-June is not what I was promised when I purchased the unit. I called on three different occasions and every time it was to be the middle of April to 4/20/15.
Why would you think middle of June is acceptable? It was a Valentine's Day gift nor Father's Day. If I have to wait to mid-June I think I should at least get a 50% discount.
Why do you advertise and sell and make promises that you cannot deliver.....
Final Business Response /* (4000, 9, 2015/04/16) */
We will continue to correspond with customer in the case in our system. The customer can expect a response to their original case within the next business day.

Initial Business Response /* (1000, 5, 2015/12/23) */
Someone will be reaching out to the [redacted] through their case providing them with the needed support to resolve this case.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
A representative from Fitbit reached out to me and issued a full refund for my product.
My issue has been resolved.

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

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 provided customer with a 25% discount as a gesture of good will as customer is out of our limited warranty. We will continue to reach out to customer to move towards a resolution.

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