Fitbit

We're currently working with this customer in an attempt to reach a resolutionWe'll continue to do so through our internal tools

We will assist the customer

Initial Business Response / [redacted] (1000, 5, 2015/04/24) */ 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 / [redacted] (2000, 7, 2015/05/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Fitbit refunded my monies, and contacted me explaining the information had been sent to the incorrect department, they also apologized

Initial Business Response / [redacted] (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 / [redacted] (2000, 9, 2015/04/20) */

Complaint: [redacted] I am rejecting this response because: See previous reply Nothing changed with FitBit support's last email response Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ We have located the case for the customer in our systemWe have reviewed the caseThe customer can expect a response to their original case within the next business day Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this, The Revdex.com an organization that is out to protect to consumer sends a notice to fitbit, in my opinion I would think said company would take a look at themselves and wonder what they are doing wrong and how can they fix itOn the 26th they stated they would respond to the consumer next business day, which would be the 27th......it is now the 28th and I never got a responceI work hard for my money and the fact I trusted a company and there product with it, and for there support to treat me like this is just sad Final Business Response / [redacted] (4000, 9, 2015/06/01) */ 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 Final Consumer Response / [redacted] (4200, 11, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is the same exact responce they sent last time, and they have still not contacted me in any way, going on a month now with no responce from them

Complaint: [redacted] I am rejecting this response because:I am not satisfied with their response Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: It just says that they are checking things out and will get back to meDepending on what they find out and offer I will accept.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ We have replied to this customer through our Customer Resouce Management system Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of 9/22/15, I am still awaiting a satisfactory response from Fitbit, IncA representative (named " [redacted] ") from Fitbit, Incemailed me on 9/8/asking when he may call meI responded by indicating that he may call my cell phone number from Monday - Friday between 4:PM - 7:PM EST (he is located in the Pacific time zone; I am on Eastern time)On 9/10/15, [redacted] called me at 6:PM; as my cell phone battery was very low at the time, I respectfully requested that we reschedule our conversationHe offered to contact me on his next work day, which happened to be Monday, 9/14/However, on 9/14/15, I did not receive any calls or emails from anyone at Fitbit, IncFinally, on 9/17/15, I emailed their customer service team to inquire as to why no one had contacted me on or after 9/14/- the representative in question ( [redacted] ) replied by email indicating that he had been out of the office on 9/14/I have replied to [redacted] by email with the suggestion that we speak on 9/22/between 4:PM - 6:PM EST; I now await his responseNote that neither [redacted] nor any other representative at Fitbit, Inchas given me a telephone number to contact (in the past, I had requested several times to speak by telephone and to speak to a supervisor, all to no avail)This all goes to further illustrate the poor level of customer service provided by Fitbit, IncIf a representative (i.e., [redacted] ) is out of the office and cannot contact a customer as promised, then surely someone else from his or her customer service team should be able to contact the customerIn addition, said customer service representative surely could have contacted me on September 15, 16, or 17, rather than seemingly ignoring meMy recent experiences only confirm what I have found in the past - that Fitbit, Incis unresponsive to customer issues and complaints, even when legitimate and reasonable Final Business Response / [redacted] (4000, 11, 2015/09/23) */ We have spoken with this customer to and will continue to work with her via our CRM Final Consumer Response / [redacted] (2000, 13, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very glad to say that the Fitbit team ( [redacted] in particular) was very responsive to my complaint [redacted] really took the time to listen to the issues with my case and he welcomed my feedbackWe spoke in detail regarding the technical and subsequent customer service issues that I had experiencedFor the first time, I felt that I was being helped and taken seriously by someone at Fitbit Inc., and I was truly appreciative [redacted] even went a step further and replaced my original Fitbit with a current model; I have received the new Fitbit and am looking forward to trying itThank you, [redacted] and the Fitbit teamAlso, thank you, Revdex.com, for being so instrumental in facilitating a solution! I am very pleased with my experience

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

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

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***

We have located customer's case in our internal CRM regarding this case and will continue to reach out through that channel to further assist

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is nearly satisfactory to me After dragging things out for a month, within one day of posting a complaint at Revdex.com, my case was finally addressed While I didn't formally hear from Fitbit in response to this case, it sure seems like creating a complaint lit a fire to get things done I am disappointed in the company and, should there be issues in the future, will surely consider competitor's activity trackers to avoid dealing with Fitbit again Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ 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

Complaint: [redacted] I am rejecting this response because: I have reached out to the company three additional times via two methods and still have not received a response as to when my property will be returned.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Fitbit still wants me to pay for replacing my FitBit Charge HR after receiving defective units The first was, as they described, a known battery issue, and the replacement, after only months in falling apart That is absolutely unacceptable Quote from Fitbit, "However since you are out of our one year limited warranty, we have provided you with a 25% discount code as a gesture of good willWe strive for excellent customer service and in the past often replaced trackers that were not covered under warranty." So now they just send out defective replacements to get you through the warranty, then expect you to pay for a new one Please see the attached picture of my current FitBit Charge HR, which again, I have only had for about months Thank you, Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Fitbit told me that is was a FedEx problem, I contacted FedEx and they told me they would contact me back but never did and when I called days afterwards told me it was a Fitbit problemFitbit told me once I gave them proof of purchase they would send me a new FitbitI originally sent in my Fitbit in the package and my original receipt was in there with itLast night I went to Walmart and they found my receipt and so I sent it to Dennis YHe then called me today and said that there is nothing to be done because my package/tracking number was never scanned, even though FedEx said they had a scanner on itAll I want is a new Fitbit, I paid for it with my money and these companies keep tossing me around Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: they were not trying to solve the problemSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: They continue to refuse to replace a brand new month old Fitbit They say that because the brand new Fitbit that they sent me was "replacement" and not a "purchase", therefore it comes without a warranty This completely ignores the fact that it was BRAND NEW when they sent it to me and at the time their rep assured me that the replacement came with its own year warranty since it was BRAND NEW A BRAND NEW product shouldn't be failing so horribly within months The original one that I purchased brand new also failed Fitbit sells defective products for hundreds of dollars and refuses to honor brand new items skirting around the fine print of their legalese I've attached images of the defective product Sincerely, [redacted] ***