Fitbit, Inc.

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 will reach out to move towards a resolution with customer.

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.

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

Complaint: [redacted]I am rejecting this response because:
The Surge is not designed to last. There are hundreds of complaints on the Fitbit forums with this same issue. They are selling a defective product.
 
Sincerely,[redacted]

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.

We will continue to assist customer in our internal CRM to move towards a resolution with our Aria scale.

Initial Business Response /* (1000, 5, 2015/04/13) */
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.

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

We have located customer's case in our internal CRM and will respond to move forward with a resolution with customer.

Complaint: [redacted]I am rejecting this response because: I am not satisfied with...

the resolution offered me.  I still content that the company misrepresented itself.  I was offered a 25% discount on another item.  As I see it, this still has them making money from my future sales.  I was promised what I was told by their customer service representatives would not occur in the future, but that does no good in helping to resolve my issue.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: there viable solution has been offered, inwanr to speak with senior management.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/05/08) */
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.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and will wait for the further response they indicated would be coming before deciding on whether or not it is satisfactory.

We will continue to assist customer through our internal CRM to move towards a resolution with customer.

We have located customer's case in our internal CRM and continue to reach out there to move towards a resolution. Our warranty policy states that the tracker will have an one year limited and if a replacement is made, the warranty does not get extended. We will provide this information to the...

customer.

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

Complaint: [redacted]I am rejecting this response because:
 
No one from Fitbit has reached out to me-  and Im sure all they are going to say is that the best they can do is offer me [redacted] off. That is not acceptable. As you can see...

the watch is clearly defective. The crack in the screen is not a crack- its the screen protector that I have on the fitbit because I do take such care of my fitness products.
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: the respondent is falsifying the record and misleading the Bureau. No support was provided. Fitbit acwuired the [redacted] and is liable for compensating its creditors. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/13) */
We found the case and it was handled appropriately as it was following our warranty policy for replacement devices. We have replied to the [redacted] and will be handling the case.