Fitbit

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ 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 / [redacted] (3000, 7, 2015/08/24) */ I'm currently working with Fitbit to resolve the issueI do not think that it will be resolved till early SeptemberPlease keep this case openThank you Final Business Response / [redacted] (4000, 9, 2015/08/25) */ We have located the case for the customer in our systemThe customer is still testing the tracker but 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 [redacted] , and will wait for the further response they indicated would be coming before deciding on whether or not it is satisfactory

Complaint: [redacted] Fitbit contacted me and sent a snippet of their current warranty policyThey did not provide a copy of the terms that I signed when I created a fitbit account for my original device, or a copy of the any terms I agreed to when I started using the replacement device In addition, they stated that the replacement was not under warranty because the original device was still "in use" though it was not connected to an account or syncedI replied to fitbit with a video of the device showing them exactly how "in use" it is...it displays a bar and that is all it will do Sincerely, [redacted]

We will continue to assist customer in our internal CRM to move towards a resolution with our Aria scale

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ We have located the case for the [redacted] in our systemWe have reviewed the case, and the representatives involved will be coached accordinglyThis [redacted] has been issued a refundThe [redacted] can expect a response to their original case within the next business day Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that I need to receive the promised response by Fitbit before I can decided if their response is acceptable Waiting business day for Fitbit to respond is reasonable Depending on what Fitbit proposes will determine whether or not my complainant has been resolved or not Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: same response over again and company is not consistent in what they sayI took a screenshot from a Facebook post from just this Saturday which tells a different storySincerely, [redacted]

Have located customer's case in our internal CRMLooks like a replacement was already placed for this customer but will be reaching out to move towards a resolution

Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ We have a current open case for this [redacted] We will reach out to further assist and find a resolution for her defective device Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not trust that they will "reach out to me"I have asked for them to still help me with this issueDecember 6th with one person and on December 11th from anotherI have yet to receive any correspondence from either one of themI would rather they correspond with the Revdex.com on their plans to resolve this issueAfter them telling me "It is fixed on our end", I send them proof that it is not working properly and I am still ignored; I do not believe they will resolve the issue without a third party Final Business Response / [redacted] (4000, 15, 2015/12/21) */ We have reviewed this caseA replacement was issued today and should arrive within - days Final Consumer Response / [redacted] (2000, 17, 2015/12/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have agreed to send the tracker back if the new one does not resolve the issueIt may be the fitbit appThank you for your help in resolving this matter

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

We have located customer's case in our internal CRMWe will move towards a resolution with customer but user has mentioned that she will be reaching out to her attorneyIf this is the case, we may require the attorney to reach out to us

We will continue to work with the customer through our system and provide our response within the next business day

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

Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ 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, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has not come to any resolution and does not seem to be making any effort towards this issueThey have promised calls and I have not received oneI now requested my response be brought up to their corporate officers such as a CEO or VP and have not heard anything back

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

We have located customer's case in our internal CRMWe continue with assisting customer but the tracker is out of warranty, will look into options

We have located the customer in our system and will assist further

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

Complaint: [redacted] I am rejecting this response because: They haven't tried helping meThis is the conversation that I originally had: ***: Hi [redacted] my name is *** How can I help you?( 41s ) ***: Just wondering the Fitbit I purchased from my friend if it's under warranty or not( 1m 13s ) ***: I will be happy to continue assisting you in checking your Fitbit Charge HR's warranty status.( 1m 25s ) ***: May you verify the email address paired with the Charge HR?( 1m 53s ) [redacted] ( 2m 11s ) ***: Thanks for that information, [redacted] ( 2m 31s ) ***: I'll just need to take a quick look at our system to see what I can findPlease allow me a minute or two.( 2m 48s ) [redacted] No problem( 3m 21s ) ***: Thanks.( 5m 33s ) ***: Thank you for patiently waiting.( 5m 53s ) ***: No problem( 7m 6s ) *** Upon checking, I've confirmed that the Charge HR currently paired with the email address [redacted] was a replacement tracker that we've sent last January 2017.( 8m 21s ) ***: I can also see here that the first or original Charge HR was paired last September and with this, it's still within our 1-year limited warranty.( 8m 39s ) [redacted] Ok good.( 8m 51s ) *** Please also note that we always base the tracker's warranty on the original tracker's paired date.( 9m 2s ) [redacted] Oh ok( 9m 32s ) [redacted] Cause the band Is bubbling and I don't think the heart sensor is working properly( 10m 13s ) *** Oh, I appreciate your effort in reaching out to us regarding with your Fitbit Charge HR's band that has a bubble on it and it's heart rate is not working.( 10m 24s ) *** With this, let me go ahead in reviewing your tracker's warranty.( 10m 36s ) ***: To do so, may I know your country of residence?( 10m 49s ) [redacted] ( 10m 55s ) [redacted] ( 11m 44s ) [redacted] Oh, I see.( 12m 30s ) [redacted] Upon reviewing, I can see here that you've been confirmed as eligible for a replacement.( 12m 49s ) *** With this, I’ll send you an email shortly.( 12m 53s ) [redacted] Oh tu( 12m 56s ) *** Please click the link in the email, and fill out the form.( 13m 39s ) [redacted] I will thank you.( 13m 49s ) [redacted] You're welcome, [redacted] ( 14m 5s ) *** The email address we have for you is [redacted] , is this correct?( 14m 17s ) [redacted] Yes( 14m 35s ) *** Thanks for confirming that, [redacted] ( 14m 47s ) [redacted] No problem( 16m 3s ) *** Please allow me a moment.( 16m 15s ) ***: I will no problem( 17m 29s ) *** Thanks!( 19m 11s ) *** Thanks for patiently waiting.( 19m 19s ) [redacted] No problem( 20m 25s ) *** In order for us to proceed with your tracker's warranty option, I'll go ahead and forward your case to our higher support team to send the replacement options for you.( 20m 42s ) [redacted] Ok( 20m 58s ) *** They'll send you a follemail as soon as possible,( 21m 9s ) *** For now, would there be anything else that I can help you with?( 21m 21s ) [redacted] That is all thank youSincerely, [redacted] ***

We will continue to assist the customer