Fitbit, Inc.

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

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

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,

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.

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

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.

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

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.

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:  They haven't contacted me.  They just glossed over the complaint and haven't offered any kind of solution. 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 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.

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.

Initial Business Response /* (1000, 5, 2016/01/15) */
We have located the case for the [redacted] in our system. We have reviewed the case, and the representatives involved will be coached accordingly. Because the tracker was not purchased from our store, we have approved a special refund. The...

[redacted]'s refund has been submitted and should arrive within 2 - 3 weeks. This information was provided to the [redacted] on December 30th.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason I'm choosing NO right now is because I just received another email from Fitbit today, January 19th. This states "If you do no receive your refund check confirmation email by January 29th, please let me know and I will investigate." Per Fitbit, it should all start by January 6th. 2 weeks from Jan 6th is January 20th. 3 weeks from Jan 6th is January 27th. My concern is that I would only receive another email two days after the 2-3 week time frame. I've sent a reply 15 minutes ago asking when I will actually have the funds in hand. I don't need another email. After FOUR BAD FITBITS in ONE YEAR, please know that I've emailed Fitbit plenty. I don't need more emails from them. I just want my money back - which is rightfully mine and something they promised to do. They even said "I have requested that your check be mailed via overnight shipping." But who knows if a Tier 2 Support Agent can actually make that happen? I do accept that they are coaching their representatives = as they should. The whole Revdex.com complaint started out because they had not responded to 3 emails in a weeks time. That some concern is back because this lack of staying with 2-3 weeks is concerning.
Final Business Response /* (4000, 10, 2016/01/21) */
We informed this [redacted] that the refund is being processed. We let her know that the turnaround time is an estimate and that she would receive an email once the check is mailed (with overnight shipping). We also confirmed with the [redacted] that we do not anticipate any delays. The refund process is 2 - 3 weeks because the purchase transaction did not originate in our system.

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.