Fitbit, Inc.

Initial Business Response /* (1000, 5, 2015/08/13) */
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...

Consumer Rebuttal /* (3000, 7, 2015/08/24) */
I'm currently working with Fitbit to resolve the issue. I do not think that it will be resolved till early September. Please keep this case open. Thank you.
Final Business Response /* (4000, 9, 2015/08/25) */
We have located the case for the customer in our system. The customer is still testing the tracker but can expect a response to their original case within the next business day.

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]

Initial Business Response /* (1000, 6, 2015/08/10) */
We were able to locate a case in our system and have confirmed that the customer has received a replacement tracker. The customer can expect a follow-up email within the next business day to see if there are any outstanding matters.

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 today, June 20th.

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

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.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that I need to receive the promised...

response by Fitbit before I can decided if their response is acceptable.  Waiting 1 business day for Fitbit to respond is reasonable.  Depending on what Fitbit proposes will determine whether or not my complainant has been resolved or not.  Sincerely, [redacted]

We will continue to work with this customer on their case.

Initial Business Response /* (1000, 5, 2016/02/09) */
We have located the case for the [redacted] in our CRM system. The [redacted] can expect a response to their original case within the next business day.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/11) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)

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: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]

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: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]

We will assist this customer in our system.

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) */

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: company has not taken responsibility for faulty product and the solution is not for me, the customer, to purchase another device.Sincerely,[redacted]