Fitbit, Inc.

Complaint: ***I am rejecting this response because: The only resolution I will accept is a new Fitbit HR with all of the original devices.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/10) */
We have located the customer's case in our systemA replacement has already been issued

Final Consumer Response /* (2000, 6, 2016/01/13) */
Compliant resolved after sending letter to Fitbit

Complaint: 12109743I am rejecting this response because:It wasn't resolvedThey did not send a new band or offer any credit. Sincerely,*** ***

Based on the historical data associated with the replacements we previously provided to the customer, we can see that they were never paired to the customer's account, and were given to people who are on his friends' listTherefore, we have deemed the warranty to be invalidWe are requesting a return of all trackers in use in order to provide a replacement

Revdex.com:
Thank you for escalating this. I have had tried to resolve and was told I had the reached the highest
level of customer service and there was nothing beside a discount. Within hrs of notify FitBit I submitted a complaint with the Revdex.com, I reached another level of the highest level of customer service and the issue was resolved in hrs. We should have to go to Revdex.com for resolution, I won't encourage others to buy any FitBit products
have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely,

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 8, 2015/11/13) */
We have reached out to this *** through our support systemLost/stolen trackers are not covered under warranty (full warranty is available here: www.Fitbit.com/returns)We have extended a discount offer of 25% off a tracker of her choice
as a gesture of goodwill

We are continuing to assist customer and come to a resolutionWe will continue to correspond through our internal CRM

We will continue to work with customer in our internal CRM case to further assist

Complaint: ***I am rejecting this response because: they are offering to replace the second defective device with
the same model that continues to have issues with seperation of the band from the device as evidenced by the plethora of complaints about the Surge bands on the Fitbit community forums
Sincerely,
*** *** *** ***

Initial Business Response /* (1000, 5, 2015/04/15) */
We have located the case for the customer in our systemWe have reviewed the case, and the representatives involved will be coached accordinglyThe customer can expect a response to their original case within the next business day
Initial
Consumer Rebuttal /* (2000, 7, 2015/04/28) */

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

Initial Business Response /* (1000, 8, 2015/11/02) */
Someone has reached out to the *** through their case with Fitbit Support
Initial Consumer Rebuttal /* (3000, 10, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not hear back from
them and would like a Fitbit shipped to me
Final Business Response /* (4000, 12, 2015/11/04) */
We've reached out to the *** through our channel of communication
Final Consumer Response /* (4200, 14, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent a message back and did not hear backI no given a replacement because I did not know when it was purchased and that they needed to know that even though I told them it was given to me as a gift

We have located customer's case in our internal CRMWe will reach out to customer to move towards a resolution

We will assist this customer via our system

Initial Business Response /* (1000, 5, 2015/09/21) */
We have located the case for the customer in our systemWe have reviewed the case, and will reach out to the customer to discuss resolutionsThe customer can expect a response to their original case within the next business day
Initial
Consumer Rebuttal /* (3000, 7, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Have same response I have been gettingOffered a refund last Saturday 9/19/Said I would get the email with details in daysHave not honored yet
Final Business Response /* (4000, 9, 2015/09/28) */
We have the customer's case and we will be reaching out to them through our Customer Support Management

Initial Business Response /* (1000, 5, 2015/10/05) */
We have reached out to this customer via our support systemLost trackers are not covered under our warranty (warranty information can be found here: www.Fitbit.com/returns)
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
I understand Fitbit has recently changed their replacement policyNot too long ago a Fitbit that randomly fell off the customer's wrist was replaced at no costI can understand the company changing their policy, if the company was responsible and made sure that the product was fixed to avoid this happening in the futureThis is not the caseI found many cases like mine documented on different online sites The Flex has remained unchanged YEARS LATER! It still falls offPeople are selling products online to modify the Flex and make it secureSo whoever your sending the customers' feedback to is just not listening
I am attaching a sampling of the thousands of people I found online having the same problem I didThis sampling comes from Fitbit's Facebook page from September Please take the time to read itIt confirms that NOTHING has changed
The Revdex.com website lists the following info as additional contacts:
Principal: Mr*** *** (Senior Director Customer Service)
Customer Contact: Mr*** *** (Customer Champion & Quality Analyst)
I thought I was well within reason to ask for their emailI will send a letter via certified mail then or continue my efforts thru Revdex.comI have done my research and want to be heardThe more I researched the more upset I gotSomeone within Fitbit has got to care that for 2+ years this product has failed to meet the needs of the consumerThe consumer repurchases your product and your profits just go upA WIN/WIN for Fitbit! Software wise its a great product! Hardware wise - needs improvement

Hello,
We located this inquiry and will reply through our CRM

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