Fitbit, Inc.

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 an NOT buying another Fitbit, I have already bought Two and both quit working or fell...

apart, the workmanship is as much a problem as the company, Their Warrante is almost better than nothing, so the 25% off would not be of any help. They can either Replace the unit, with a full warrante or keep the black mark on their record to warn Others of their practices. [redacted]Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I can not accept a response that says, they will respond. I have not received their response as of yet.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  
The response said, "We will assist the customer via our system. The customer can expect a response...

today."  I can't accept the complaint as resolved until I receive and review the
response from the business.
Sincerely,[redacted]

We have located customers case in our internal CRM. It looks like we have facilitated a replacement but will continue to further assist customer.

We will assist this customer in our system.

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

Complaint:[redacted]I am rejecting this response because:Fitbit is. It thoroughly investigating my efforts to reach out regarding this matter. During one of my attempts, the Customer Service Representative admitted to the buckle being faulty on the band. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:there is no real response to the complaint at all. There is no resolution on the company's part.Sincerely,[redacted]

We have located customer's case in our internal CRM and we have actually moved to a resolution for this customer by making an exception to our policy. We will still reach out to inform that we received this complaint.

We'll continue working with this customer to come to a resolution.

Initial Business Response /* (1000, 5, 2015/07/20) */
The warranty states "authorized reseller" as the only party able to lay claim to the product. Product purchased from third party retailers (Target, Best Buy, etc) has been purchased for resell with the authorization of Fitbit. Fitbit can...

guarantee the quality of the product sold, as it comes directly from our warehouse, and the warranty transfers with that sale. A product purchased through an unauthorized seller(ebay) does not have the same quality assurance and has not been authorized by Fitbit.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Fitbit did provide me with a buckle for my Fitbit Surge, and has finally provided an acceptable resolution. However, Fitbit has proven to be very unresponsive to a loyal customer. I only complained to the Revdex.com after several direct contacts with the company. While I understand their position, we are talking about a part that probably cost them less than $.50. If they insisted that they are not responsible for shoddy workmanship, they should have at least offered to sell me the part for a nominal sum. Given the rapid pace of new introductions in this field, less arrogance and a little compassion [redacted] have gained a loyal repeat customer instead of completely alienating me. I do thank the Revdex.com for their assistance.

Initial Business Response /* (1000, 5, 2015/06/17) */
We have received the customer's complaint through the Revdex.com portal, and have not been able to locate a case in our system. We will reach out to the user, and follow up accordingly.

Complaint: [redacted]I am rejecting this response because: I don't know how are they going to resolve it? I don't want any % off but a replacement with a better & new model(Fit bit Charge II) or a refund.
I am not going to pay them a penny more unless...

I get a value for my money that I have spent on their product 10months back & troubles their product had given me. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: company has not taken responsibility for faulty product and the solution is not for me, the customer, to purchase another device.Sincerely,[redacted]

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

Complaint: [redacted]I am rejecting this response because:
 
Detailed below is a further email I sent to Fitbit after they 'reached out' to me in response to my complaint...

with you. They have said that, for a second time, my refund has been sent to the incorrect email address. It's hard to believe that after 12 weeks of waiting and many, many emails back and forth between Fitbit and myself and they can't send my refund to the correct email address. 
Hello [redacted]
 
Thank you for your message.  However, you'll have to excuse me if I find this a little bit hard to believe. Why? Because I was told that I would receive my refund by the 20th July, which I did not.  When I enquired as to why I hadn't received it, can you guess what I was told? That it had been sent to an incorrect email address! Therefore, I find it a little bit ridiculous that, after being told on the 27th July that my refund was being re-processed and I would receive it by the 1st August (which I haven't), you then contact me to tell me it has been sent to an incorrect email address! Can you see why I am struggling to believe this is actually the case? Are Fitbit really that incompetent that they would make the same mistake TWICE? I must also add to this that I have made contact directly with SVM Global (whom I believe will be issuing me with my pre-paid Mastercard) only to be told by them that they have absolutely no record of me or a request from you to process a refund on my behalf.  This has caused me a great deal of confusion given that I have been told by many members of your team on separate occasions, that my refund is being processed.  The whole situation is farcical
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/03/28) */
Have located customer's case in our internal CRM and will be reaching out to move towards a resolution.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/07) */

Complaint: [redacted]I am rejecting this response because:the business already sent me an email saying they will not be...

replacing my Fitbit although I know people tgat had the exact same thing happen and got replacements for their Fitbit charge hr.... 25% discount to buy another one is a slap in the face that I will not accept Sincerely,[redacted]