Fitbit, Inc.

Initial Business Response /* (1000, 5, 2015/11/16) */
We have located the case for the *** in our systemWe will provide additional technical support, and if necessary, review the ***'s warranty optionsThe *** can expect a response to their original case within the next business
day
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fitbit looked at the data and acknowledged the steps went from 5k t 10k to 14k steps after I synced the Fibbit to my phoneTheir response was "during times you choose not to wear your Charge HR, or when your battery dies, your MobileTrack will take over and add steps to your accountIt appears that on October 16th, your tracker had been charged from 0%." They allege MobileTrack suddenly synced the dataThe data should also show the sync occurred at approximately am after I had taken a minute walkI have never had 14k steps in any day prior or since this incidentUnfortunately, Fitbit only wants to use the data to their advantage to get out of replacing a defective product
Final Business Response /* (4000, 9, 2015/11/19) */
We have followed back up on the case associated with this ***We are working with the *** to schedule a time to call and review the details of the case againThe *** has responded, and will follow up with a time to call her
Final Consumer Response /* (4200, 11, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The *** *** representative at Fitbit will not give me a phone number to call him backThe expectation from the company is that they contact me at their convenience, which is during he day when I am at workI told the *** representative to try to call my cell phone the week of Thanksgiving and hopefully I will be availableUnfortunately, if he does not reach me, this gives Fitbit the opportunity to say they tried to contact me and resolve the issueTo fairly resolve this claim I should have an opportunity to call Fitbit at my convenience and discuss the issues with a representative who is available at that time

Complaint: ***I am rejecting this response because:
They have done nothing to resolve my complaintThey made an initial offer of 25% off which I truly feel is unacceptableI am even eking to have this unit repaired but they even refuse to do that. Sincerely,*** ***

We have located customer's case in our internal CRM and will continue to reach out there to move forward with a resolution

Follow up has been provided regarding this case

Complaint: ***I am rejecting this response because they are offering a 25% discount to buy a new product instead of a full reimbursement Fitbit replaced a defective tracker with another defective trackerOnce more this is the legal definition of a fraud.Sincerely,*** ***

Revdex.com:Fitbit contacted me but I was not satisfied with their
proposed resolutionsIn fact, they offered me the exact same resolutions I specifically stated I did not wantI ended up having to contact Amazon.com customer service instead and they offered me a partial refund of my purchase price for the defective deviceSuch being the case, I require no more action from Fitbit and have therefore opted to mark their response as accepted.*** ***

We will continue to assist the customerThank you

Complaint: ***
Not sure how to reply on this UX other than this but wanted to document that the response I
received from the company did not address the issue Below is my reply sent a few minutes ago and below that their email requesting I do something I already tried to do with their customer service representatives during my several hours long conversation with them on Friday If they had actually taken notes instead of trying to sell me a new FitBit at my own cost, they would have know that.
---------- Forwarded message ----------From: *** ***Date: Mon, Aug 1, at 10:AMSubject: Re: Fitbit Phone Inquiry : Charge HR - Not ChargingTo: "*** ***
Thank you for your replyI spent several hours on the phone with your customer support on Friday and I did try to do a factory reset. The problem is the product is non-responsive and you can't do a factory reset when it won't come on (and it had been fully charged a few hours prior). Since I did nothing other than use the device as indicated, I am very unhappy that I keep having to spend my time on getting your product to operate as promised. If you have any other suggestions for how to get the device to be responsive, please let me knowBut I won't give FitBit another penny of my money if all they are going to do is sell me junk then walk away when it does not live up to what you told me it would do
Best,
***
On Sun, Jul 31, at 5:PM, *** wrote:
** ***My name is *** and I work on a team that reviews complaints submitted through the Revdex.comI received your complaint, and wanted to reach out to you directly.We're sorry to hear about the problems you're having with your Charge HR and we appreciate all your troubleshooting efforts.In most cases, you can resolve the issue by giving your tracker what's called a "factory reset" and then setting up the tracker as a replacement on your Fitbit accountNote that a factory reset erases any data stored on your tracker and is different from the restart you have been instructed previously to attempt.To do a factory reset, follow the instructions in the help article: ***After the factory reset is done, try setting up your tracker as if it was a replacementYou can find instructions at ***If you still can't sync your tracker please let us know so we can further evaluate your options, but hopefully this gets you back on track.Sincerely,*** *** *** *** ***
Reply directly to this email to update your case.Join the growing*** *** Get answersStay motivatedFind Fitbit friends.#12631740 ref:_00D40N2lj._50033z2lAN:ref
Sincerely,Elizabeth Prescott

We have located the customer's case in our system and will continue to assist them thereThey can expect a response within the next business day

Complaint: ***I am rejecting this response because: no seetlemment
told me they are not readySincerely,*** ***

Complaint: ***I am rejecting this response because:
I believe that there is more of an issue with the Charge HR battery than the "all day sync"
being on all the time I understand that the battery life "could" last up to days if you do not have all the provided bells and whistles activated (i.ealarms, all day sync etc I don't believe that I should be charging my Fitbit on a daily basis I loose more than 50% of my power daily with having four alarms set and my "all day sync" set to on
As far as Fitbit not having a "upgrade program"; On the Fitbit website, The Fitbit Charge HR sells for $and the new Fitbit Charge sells for $ I would like to think that for extra $it would cost Fitbit, they would rather see there customers happy about a workable product rather than losing customers over it.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 meSincerely, *** ***

The customer is requesting a refund for a non-Fitbit product
We have advised the customer that we are not the correct company to contact
for the refund they are seeking and have provided the customer with information on how to request the file a claim for a refund from the correct company, *** multiple times

We will continue assisting the customer

We have responded to the customer in our system and will continue to assist

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe company had contacted me and is sending me a full refund Thank you for your assistance.Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/04/22) */
We have created a case for the customer in our system using the information they provided through this complaintWe will reach out to them accordingly and they can expect a response within the next business day
Initial Consumer Rebuttal /*
(3000, 7, 2015/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
theY told me to return the product where I bought itIt's not the stores fault that it is a faulty productAlso if I return it there I will only get store credit which means I can't buy a new fitness tracker
Final Business Response /* (4000, 9, 2015/04/29) */
We have a case in our system and we will continue to respond to assist them through our portalThey can expect a response within one 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 meThank you for the quick response and correcting the issue and offering a replacement device to me.Sincerely, *** ***

We have located customer's case in our internal CRMUnder warranty, we are only able to replace with like to like model as this was purchased through Amazon but we will work with customer to move towards a resolution

Initial Business Response /* (1000, 5, 2015/08/05) */
We have a case for this customer in our system and will be reaching out to her via our internal support system
Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
Still very displeased with the situationI received an email regarding an exchange as a time courtesy? This is a Fitbit product they should stand behind the warranty no matter where it was purchaseThey have agreed to an exchange, not what I want but it's better than a watch that doesn't work
Final Business Response /* (4000, 9, 2015/08/12) */
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