Fitbit, Inc.

Complaint: ***I am rejecting this response because:
Fitbit responded telling me that they had mistakenly replaced my last broken fitbit
Is this some kind of a joke? I have had several replacements as well as purchased new devices and have not had one of those devices outlast the warranty. They stated that regardless of how many replacements I have received or how many new devices I have had the manufacturers warranty is based on when the original device was paired which is absolutely ludicrous! When you replace brakes in a car the warranty begins again on the newly replaced parts not on the damaged pads and rotorsI have spend hundreds of hundreds of dollars on these faulty devices and to be treated as poorly as they have treated me is appallingI do not accept their offer of a resolution, nor would anyoneI haven't even had this device for months and it has literally fallen apartSincerely,*** ***

Complaint: ***I am rejecting this response because: They have not contacted me as of 1:pm EST When we reach an agreement on how to settle I will accept.
Sincerely,*** ***

Tell us why here...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

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:I am being harrassed by a man at the company when I tell him I sent back the fitbit HR and if he can send me the replacement and he said to send him a copy of the receipt I do not have a copy because I just mailed it back they did not pay for it they would not so I mailed it back through the USPS and all I am asking is for a replacement of this since they no longer are selling the HR I was asking for the fit bit but either is ok for meThe company even checked that I have no fitbit connected to my account so they should not have a problem doing this for there customerthey need to be a legitimate company and send a replacement back to my address. Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that
this resolution is satisfactory to meI will not, however, do business with this company again due to its unethical practices of replacing products with products containing the same defects and claiming the warranty is void on replacements.Sincerely, *** ***

Complaint: ***I am rejecting this response because: I have not received an equal value or any replacement at this timeI was promised one,but again, they made promises and then told me that they were all out of Fitbit Charge's, so their word is not accurate.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Fitbit is selling a defective product and refuses to replace them if year has passedThese complaints are not from improper use of the product, this
is wear and tear and the product completely falls apart within monthsManufacturing defects should always be covered, especially if you are claiming that your product is "designed to last for years."
Additionally, my experience with Customer Service has been abysmalThey will not replace the defective product, but instead will provide you a discount to spend more money with FitbitOnce they've decided they are done with the conversation, they will no longer respond to your communicationThey ignored multiple requests to escalate my issueIt was only after submitting a claim to Revdex.com did they escalateThe escalation told me the same thing as previous customer service - no replacement, 25% off a new purchaseI've replied with questions and am awaiting their response
I honestly can't believe that I'm experiencing thisI am a long-time and loyal customer of Fitbit who has never had an issue with themNow I feel like they are only out to get my moneyThey don't care about providing a good product or good customer serviceI don't think I'm being unreasonable when I expect a product to not fall apart with wear and tearNor do I think I'm being unreasonable in asking the company to stand behind its product and replace defective units
Sincerely,*** ***

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

Initial Business Response /* (1000, 5, 2015/04/30) */
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

Complaint: ***I am rejecting this response because:
We
spoke He was polite and professional He did nothing to resolve the matter except apologize for their error in some bad information they originally gave me I didn't want a replacement of the same product that was defective but that is all they are willing to offer per their "policy" They did send me a replacement but when this one also fails, and I won't know because i'm not wasting my time with it anymore, all they planned to do was replace it yet again Not even with the newer model they have now I don't think we will come to an agreement on this so I don't accept their response nor do I see any possible way to resolve this where i'm satisfied because of their "policy"
Sincerely,*** ***

We have located customer's case in our internal CRMWe will reach out to customer to move towards a resolution that is within our warranty policy

Complaint: ***I am rejecting this response because: This business has been unwilling to compromise on a satisfactory resolution They are standing by their original offer which is what prompted my complaint I have received a final e-mail that has stated that I need to accept their original offer or I will be stuck with their defective product Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/05/04) */
We have located the case for the customer in our systemWe have reviewed the case, and will be investigating furtherThe customer can expect a response to their original case within the next business day
Initial Consumer Rebuttal /* (3000,
7, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response left by fitbitThey contacted me with more troubleshooting that I have already tried and had no successI only wish for a refund for the defective product I purchased from themThey know this and are making it much more difficult than it should be
Final Business Response /* (4000, 9, 2015/05/08) */
Case has been resolved in our systemWe will reach out to customer again to confirm resolution
Final Consumer Response /* (2000, 12, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Fitbit made an exception and offered me a full refundTransaction was quick and smooth

Initial Business Response /* (1000, 5, 2016/03/23) */
We have located the case for the *** in our systemThe *** can expect a response to their original case within the next business day
Initial Consumer Rebuttal /* (2000, 7, 2016/03/29) */
(The consumer indicated he/she ACCEPTED
the response from the business.)
Fitbit replaced the product that was lostThank you for your assistance

We will obtain more information from customer and move towards with assisting customer and a resolution via our internal CRM

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
They will be replacing my faulty Charge with an Alta at no costs to me.Sincerely, *** ***

We have reached out to customer and provided a discount code for her to use as our one year limited warranty has expiredWe believe we have come to a resolution with the customer

Complaint: ***I am rejecting this response because: Its the same old same old from them. They are not understanding that there is a problem with
their products. They rattle off all the stats and information from their end They refuse to accept the fact that me the consumer is not getting the same information. They need to fix their apps/software, etc or whatever is causing all the glitches. For example - The fit bit trackers are suppose to record steps and miles Since April the trackers are still recording steps, but not miles A sample day .Monday Sept 4th I walked *** steps- says my fitbit - the mile counter for the same day says*** miles. Hmmm not even close I begged for help, for a fix, all I got was grief and then a case closedI started downloading my info from the fit bit site and converting it to miles on my computer Well a few weeks ago when I tried to download info...that is broken too now So you see... they don't seem to care its really not just me, there are hundreds of other people with the same problemsAnd when we talk about the problems in their community forums they (fitbit) moderators start deleting our posts Sincerely,*** ***

We have located customer's case in our internal CRM and will reach out to move towards a resolutionAs customer is out of warranty, we have provided a 25% discount as a gesture of good will but will still assist user