Fitbit

We will continue to assist customer through our internal CRM through customer's case

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ 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] (2000, 7, 2015/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We have come to a resolution with the customer

Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ located case for this [redacted] , will reach out to [redacted] to resolve this issue Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) They replaced the defective tracker but due to company policy couldn't upgrade meThey were polite and kind in helping me even though I didn't get the result I ultimately wanted

Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ We've found the existing case for this [redacted] in our systemWe will reach out to assist him further via our CRM regarding our warranty policy Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Fitbit has replaced the tracker, which I believe was part of the way to solve this issueI further hope that after this incident, Fitbit will review it policy on some of their warranty issuesIf a tracker is replaced, the the replacement is faulty there should be no round about fight for thisI understand that my warranty was out of date, but the tracker that was sent was defective [redacted] with Fitbit assured me they would be talking wtih the agent that I dealt with, which I think was another position that I stood [redacted] agents need to be held to a high standard as they are the face and voice of the company Overall I am happy with the response from Fitbit, but I do not believe that it should have come to using the Revdex.com to solve the issueI believe this matter could have been handled internally with the company Only thing I ask of the company is to review their policy on replacing broken products, and what they should do if the replacement item itself is defectiveIf a decent company policy would have been in place, then this matter would have never taken placeI believe Fitbit is a good product, they just need to stand behind there products more

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: [redacted] I am rejecting this response because: FitBit's representatives have continued to be dishonest and uncooperativeAll of the complaints are responded to simply stating that FitBit will reach out to the customer directly through their own systemI assume this is because FitBit knows that their representatives will be inconsistent & dishonest and thus want to try and avoid the conversations being publicFitBit is knowingly selling defective products that they will not stand behind and they use their warranty system as a sales tool pressuring customers to spend more money if they want a working device The representative I've been working with since opening this complaint lied about there being an issue with this model, and when confronted with that lie changed the story to stating that changes had been made to the construction of the device so that the defect is no longer an issueWhen I asked for proof of this, in the form of a public statement from FitBit, or even a method of telling the difference between the defective models and improved models I was told that this was not possible and I would just need to "trust them"FitBit's warranty has one goal, getting customers to spend more moneyThis is either accomplished with a minimal discount offered as your warranty "solution" or by sending out defective stock until the warranty has expired and customers have no choice but to purchase a new device At this point, I am also curious to hear the Revdex.com rational as to how FitBit is currently at an A- ratingI understand Revdex.com uses several different factors in establishing that score, but It seems crazy to me that a business that resolves less than 50% of it's complaints, and has 80% negative reviews, could receive one of the highest ratings Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: they are telling me that it's going to take another to weeks just to issue my checkI think that is ridiculous when I've already been waiting for my refund for weeks nowThe excuse that it takes longer to process a paper check because it wasn't bought directly from them is unacceptableSincerely, [redacted]

We will continue to assist this customer in our system

We will continue to work with customer to move towards a resolution we can agree on

Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ WE are unable to locate a case for this [redacted] in our systemBecause of this we have created a case for the [redacted] 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 Business Response / [redacted] (1000, 5, 2016/01/27) */ We have located a case for this customer in our system and will respond accordingly with information about our warranty policy and limited product warranty period Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They sent me a replacement product earlier in & they claim that the new device doesn't have its own warrantyThis isn't fair to the customerTheir replacement product went bad before I had the new one a yearThey can't send me a new product and claim well the warranty on the old one is expiredThat is not a way to run a businessWhen you look at other complaints they (Fitbit company) said too many of our products were being returned because of defects so we had to change our policy to no more replacementTo me that is the company saying we make a crappy product & now we are going to screw our customers by offering 25% off a new deviceI can not afford to purchase a new one even with 25% offThey should be ashamed of how they are now running their business

We'll continue to work with the customer towards a resolution

Complaint: [redacted] I am rejecting this response because:I am going to not be a customer of this business anymoreThey did not even want to look over my Fitbit and see why it broke only after a yearI do not want to spend money on another product that may break againI will look into similar products from different companies Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I will consider this Revdex.com complaint resolved once I'm actually contacted in the one business day and the issues raised are addressed.Sincerely, [redacted] ***

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 me, provided that the Fitbit is replaced as stated in the email I receivedSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ We have located the case for the [redacted] in our systemWe have reviewed the case, and the representatives involved will be coached accordinglyBecause the tracker was not purchased from our store, we have approved a special refundThe [redacted] 's refund has been submitted and should arrive within - weeksThis information was provided to the [redacted] on December 30th Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason I'm choosing NO right now is because I just received another email from Fitbit today, January 19thThis states "If you do no receive your refund check confirmation email by January 29th, please let me know and I will investigate." Per Fitbit, it should all start by January 6thweeks from Jan 6th is January 20thweeks from Jan 6th is January 27thMy concern is that I would only receive another email two days after the 2-week time frameI've sent a reply minutes ago asking when I will actually have the funds in handI don't need another emailAfter FOUR BAD FITBITS in ONE YEAR, please know that I've emailed Fitbit plentyI don't need more emails from themI just want my money back - which is rightfully mine and something they promised to doThey even said "I have requested that your check be mailed via overnight shipping." But who knows if a Tier Support Agent can actually make that happen? I do accept that they are coaching their representatives = as they shouldThe whole Revdex.com complaint started out because they had not responded to emails in a weeks timeThat some concern is back because this lack of staying with 2-weeks is concerning Final Business Response / [redacted] (4000, 10, 2016/01/21) */ We informed this [redacted] that the refund is being processedWe let her know that the turnaround time is an estimate and that she would receive an email once the check is mailed (with overnight shipping)We also confirmed with the [redacted] that we do not anticipate any delaysThe refund process is - weeks because the purchase transaction did not originate in our system

We will assist customer in our system

We will assist this customerThe customer can expect a response today

Complaint: [redacted] I am rejecting this response because: FitBit did not offer any compensation other than 25% off a new model They also told me that my experience "wasn't typical" of their FitBit Charge HR customers Below is a link to their own Community Board that contains pages of customer complaints of the same issue FitBit was well aware of the product's defect when they chose to replace my original, failing device with one that would ultimately have the same issue [redacted] Sincerely, [redacted]