Fitbit, Inc.

Complaint: ***I am rejecting this response because: they have not tried to assist meThey told me that they will not replace my Fitbit because previous surge I had was linked to another accountI sent them that surge back and they gave me my money backThat
is not the fitbit I was complaining about. Sincerely,*** ***

We were able to locate the case for this customer and we will be responding to him directly

We will continue to work with customer in our internal CRM case to move towards a resolution

Initial Business Response /* (1000, 5, 2015/04/14) */
We have received the customer's complaint through the Revdex.com portal, and have since then located his case in our systemWe will be following up accordingly

Initial Business Response /* (1000, 5, 2015/04/10) */
We have located the case for the customer in our systemWe have reviewed the case, and the customer can expect a response to their original case within the next business day
Initial Consumer Rebuttal /* (2000, 7, 2015/04/23) */
(The
consumer indicated he/she ACCEPTED the response from the business.)
Immediately (within two days) after filing with Revdex.com, ***, from Fitbit, reached out to me regarding my concernShe was courteous and appeared to genuinely regret the experience I had with Fitbit and their customer serviceMy product shipped soon afterI am satisfied with the response from Fitbit / ***While the experience is certainly regrettable, I do feel that they've made amendsI hope the experience overall was an exceptionMy sincere thanks to *** for resolving my concern

Complaint: ***I am rejecting this response because:
You have consistently disregarded the root issue and have offered nothing more than sending me another defective productI want a refund of some sort.
Sincerely,*** ***

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

Complaint: ***I am rejecting this response because:I don't believe that they will upgrade my device without any additional cost to meSincerely,*** ***

We will continue to assist the CX

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, *** ***

Follow up has been provided internally, the customer has received a response regarding this case

Initial Business Response /* (1000, 5, 2015/07/20) */
Hi ***,
We received your Revdex.com case however we could not locate your case in our systemWe looked using your name and email, ***@yahoo.com, however nothing was locatedCould you please provide us with either the email used to contact
Fitbit Support and case number? This will help us review the case and provide better assistance
Thank you for your cooperation
Sincerely,
The Fitbit Team

Initial Business Response /* (1000, 5, 2015/04/13) */
We have located the case for the customer in our systemThe customer can expect a response to their original case within the next business day
Initial Consumer Rebuttal /* (3000, 7, 2015/04/14) */
(The consumer indicated he/she DID NOT
accept the response from the business.)
They claim resolution, but this has been going on since last weekI will not accept anything until the issue is completely resolved
Final Business Response /* (4000, 9, 2015/04/16) */
We will continue to assist customer with her case in our systemThe customer can expect a response to their original case within the next business day
Final Consumer Response /* (2000, 11, 2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***I am rejecting this response because:
Their system doesn't workFitBit service is terribleSee the attached (word doc & original email)I asked three time for a status and received no response. I am opening a small
claims suit for the amount of the Fitbit, plus costs.Sincerely,Peter Cerussi

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, *** ***

Complaint: ***I am rejecting this response because: Fitbit is continuing to insist that I follow the same privacy-compromising and laborious approach
to deleting my accountI believe Fitbit is acting in bad faith given that I have resoundingly demonstrated that I am the individual in question.Sincerely,*** ***

Complaint: ***I am rejecting this response because: therer is no answer in the responcethe last time I called the company, I was also told some one would contact medays later no one has contacted me.Sincerely,*** ***

Complaint: ***I am rejecting this response because: Their response is not any different than the first time. Just a different representative repeating their position in different words. They do not own the fact that they replaced a
defective product with a defective product and they do not think it fair to warranty the replacement. Somehow, since they think that if they replaced the purchased item in the warranty period that satisfies the warranty. Even though they replaced it with a product they no longer sell because of the design or manufacturing flaw it has. And it too failed just like the original in an even shorter period. Sincerely,*** ***

Initial Business Response /* (1000, 6, 2015/05/04) */
we have located a case for this customer in our system and will reach out appropriatelyThis customer can expect a response from us within the next - hours

Complaint: ***I am rejecting this response because:There isn't a resolution at this pointI will wait to hear from this company and see what their action will be. Sincerely,*** ***